Responding to Negative Reviews
Ryan Cabrera • April 28, 2020
Help potential clients see the light with these 5 steps: Respond, apologize, promote, get offline, keep it simple.
Believe it or not, the same premise applies to negative review response as it does to positive reviews. How you respond to a negative review impacts not only the reviewer, but all the sets of eyes that come afterward. Businesses need to handle particularly challenging reviews in a professional way that shows they are on top of things and proud of their business.
Here are some tips on how:
Here are some tips on how:
APOLOGIZE & SYMPATHIZE.
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 goes a long way.
PROMOTE. So the famous crab cakes weren’t up to par the day this particular customer visited. 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!”
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.
PROMOTE. So the famous crab cakes weren’t up to par the day this particular customer visited. 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!”
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.
KEEP IT SIMPLE.
Avoid specifics and don’t ask questions. Those conversations are much better served in a space away from the prying public.
ALWAYS REPLY. But - NEVER argue or defend yourself or your business. This will only cause more negativity back and forth. Validate their feelings - no matter how crazy - apologize that they had that experience and offer to discuss further offline to rectify it.
ALWAYS REPLY. But - NEVER argue or defend yourself or your business. This will only cause more negativity back and forth. Validate their feelings - no matter how crazy - apologize that they had that experience and offer to discuss further offline to rectify it.
Responding to negative feedback properly, shows OTHER potential customers that you are the type of business that cares enough to follow up and make it right in the event that something slipped through the cracks.
One last Champion tip: Leave your business name, location and category out of this. You don’t want your negative reviews showing up in search!
There are even platforms out there that pull your reviews from all over the web, into an easy to use dashboard, so you can respond quickly. If your time doesn't allow for researching and setting that kind of thing up, Get Iconic is a great Digital Agency to do it for you.
One last Champion tip: Leave your business name, location and category out of this. You don’t want your negative reviews showing up in search!
There are even platforms out there that pull your reviews from all over the web, into an easy to use dashboard, so you can respond quickly. If your time doesn't allow for researching and setting that kind of thing up, Get Iconic is a great Digital Agency to do it for you.
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