I see negative reviews as an opportunity. Negative reviews are not good, but we can capitalise on a negative review by replying professionally and helpfully.
How you respond to a negative review impacts not only the reviewer but all the sets of eyes that come afterwards. Seeing a business handle a particularly challenging review online suggests that management is proud of their business and willing to go the extra mile to maintain their reputation online! Here is our opportunity to show the world how we genuinely care about our customers explain our company ethos and help the customer.
Show potential clients see the light with these steps: feel for your customer’s situation, empathise, apologise, promote your business, get offline, keep it simple.
How to respond to negative reviews.
1 Apologise and sympathise.
The first step towards fixing a problem is acknowledging that one occurred. Regardless of what happened, a simple apology and sympathy for your customer’s experience go a long way.
. We missed a promised delivery deadline. If they’re what you are known for, why not reiterate that? “Our crab cakes are usually a hit, we’re sorry to hear that they weren’t up to par when you visited!”
3 Move the conversation offline.
Don’t open a can of worms. Keep the lid on tight by offering the reviewer the chance to reach out via phone, email or both.
4 Keep it simple
. Avoid specifics and don’t ask questions. Those conversations are much better served in a space away from the prying public.
One last tip: leave your business name, location and category out of this. You don’t want your negative reviews showing up in the search results!
Part of our marketing services will include Reputation Management where we manage and respond to all reviews. Learn more about Social Media Marketing