Tech Report revealed that 93% of consumers say reviews influenced their buying decisions. Knowing this, you must pay attention to the negative reviews your business gets.
You should have a plan for managing and responding to negative reviews effectively.
Stay calm and objective
Your first reaction to a negative review might be emotional, but it is essential to remain calm and objective. Take a step back, breathe and view the review from an objective standpoint.
Carefully read the review to understand the customer’s specific concerns. Try to identify the core issue and whether it is something within your control to address.
Do not ignore it
Ignoring negative reviews is not a solution. Customers expect businesses to engage with their feedback, and ignoring a review can damage your reputation further. Instead, respond promptly. This shows that you take customer feedback seriously. Aim to respond within 24 to 48 hours if possible.
Craft a thoughtful response
Address the customer by their name if it is visible in the review. Use a friendly and professional tone in your response. Avoid sounding defensive or confrontational. Begin your response by acknowledging the customer’s concerns. Express your understanding of their frustration or disappointment.
If the complaint is valid, offer a sincere apology for the inconvenience or negative experience the customer had. Taking responsibility can go a long way in diffusing the situation. If appropriate, explain the reasons behind the issue and outline the steps you are taking to prevent it from happening again. Offer a solution or ask the customer to contact you directly to resolve the problem.
Keep your response professional and avoid engaging in arguments or personal disputes with the reviewer. Remember that your response is visible to the public and potential customers.
Learn and improve
Use negative reviews as an opportunity to learn and improve your business. Analyze common issues mentioned in negative feedback and take steps to address them. Continuously monitor online reviews and respond to them as needed.
Negative online reviews are an inevitable part of doing business in the digital age. How you handle these reviews can significantly impact your brand’s reputation. Remember, it is not about eliminating negative reviews entirely but about managing them effectively to maintain a positive online presence.