Find Out How To Respond To Negative Reviews
10 August 2021
Online reviews in business on Tripadvisor, Facebook, Google, and Yelp are critical to its success. What other customers say about your brand on your website or social media platform is also essential; it provides potential clients with information about their experiences with your products/services.
Knowing how to respond to reviews, especially negative ones, is also a crucial part of brand management. Negative reviews and low rates drive customers away fast, bringing your business down. It is therefore vital to find out how to respond to negative reviews quickly.
Responding to negative reviews is challenging; you get tempted to be rude, especially when cruel and hurtful. However, it's essential to maintain your calm and avoid retaliating. This way, you prevent causing more harm to your brand. When in such a situation, the first thing you should do is step away from your monitor and keyboard and engage in something else. By stepping away, you prevent your emotions from dictating your response. Once you feel calm, respond to the negative review professionally in the following steps.
1.Salute the reviewer
Customers like to be addressed and heard individually; don't forget your salutations. If possible, use their name instead of the generic "Dear customer" or "guest." Since many consumer reviews are on sites like Google, you can get their names and provide a personal response.
Consumer reviews are essential to your company; show appreciation to the customer for their feedback. Despite the negative feedback, it will help your brand management show that you appreciate any reviews from customers. It also shows respect, and this is an attractive quality to potential customers. Consumers become more open to leaving candid and unsolicited reviews. You can use phrases like, “Thank You for shedding light on this” or “Thank You for bringing the issue to our attention.”
3.Be apologetic and sympathize
By being apologetic, you will show that you care about giving the best to your consumers. Even if you feel like the customer is exaggerating or wrong, take the high road and apologize. You can apologize by saying, "Sorry our service wasn't satisfactory" or "We apologize for the delay." Again, other than apologizing, sympathize with their feelings. This way, you establish trust between you and the consumer and prove that you set high standards for yourself.
Businesses make mistakes, and customers can be understanding. However, if you start making excuses and blaming other people like the delivery guy or suppliers, you make the situation worse. Instead, take up responsibility and reassure the customer of a better experience. If necessary, you can explain and try to reason with the consumer.
5.Make things right with the reviewer
Acknowledging a mistake and apologizing aren't enough; they don't take away the problem. Instead of brushing it off, make things right. If the customer received a wrong product, send the right one at no cost. If there was a delay, get it to them at a discount, or compensate them if service was done poorly.
Brand management is a crucial business aspect; it can make or break you. If you have a business website or social media accounts, be prompt about checking and responding to reviews. If you need help with web design, digital marketing, or support, contact us today.