How to Respond to Negative Reviews Online
Online customer reviews play an important role in landing more sales.
79% of customers trust online reviews as much as personal recommendations. What’s more, consumers now expect businesses to respond to their reviews.
But if your business isn’t ready to respond to customer reviews, and when negative customer reviews go unanswered, they can lose up to 80% of their trust in your business.
Do you want to understand what the best way to respond to bad reviews is? If so, read on to learn how to respond to negative reviews online.
When you receive a negative review online, it is important to respond quickly. This shows that you are taking the feedback seriously and are committed to making improvements.
Apologize for any inconvenience they experienced and explain what you are doing to fix the problem.
Finally, invite the customer to contact you directly if they have any further questions or concerns.
After receiving negative customer reviews, remember to respond professionally.
You do not want to engage in a fight or argument with the reviewer. Instead, thank them for their feedback and let them know that you will be taking their suggestions into consideration.
You can also offer to help resolve any issues that they may have had. If appropriate, you can also offer a discount or coupon to try and win them back as a customer.
Remember, the goal is to turn a negative experience into a positive one.
Avoid Getting Defensive
Try to see things from the customer’s perspective and understand their frustration. Once you’ve done that, craft a response that shows you’re committed to addressing their concerns. Invite them to contact you directly so you can resolve the issue.
Don’t Take it Personally
It’s important not to take it personally when you receive a negative review online. Remember that not everyone will have the same experience with your business.
Instead, get more google reviews and use it as an opportunity to improve your business and make sure that future customers have a positive experience.
This shows that you’re willing to listen to feedback and make changes to improve your business. Always stay positive and remember that one negative review doesn’t outweigh the many positive ones you’ve received.
Take a Step Back and Assess the Situation
It is important to take a step back and assess the situation. Is the reviewer simply airing a grievance or did they have a legitimately bad experience?
If it is the latter, reach out to the reviewer and apologize for their poor experience. If there is anything that can be done to rectify the situation, be sure to offer that.
If the reviewer is simply venting, it is often best to simply ignore the review.
Do not engage with the person and do not respond to the review publicly. This will oftentimes only escalate the situation.
The Proper Way to Respond to Negative Reviews
By following the tips outlined in this article, you can ensure that your online response is professional and helpful. Additionally, be sure to monitor your online presence so that you can quickly address any negative reviews.
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