How to Respond to Negative Reviews

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. 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!

Make potential clients see the light with these four steps: apologies, promote, get offline, keep it simple.


How to respond to negative reviews

  1. Apologize and 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 go a long way.

  2. 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!”

  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 pro tip: leave your business name, location, and category out of this. You don’t want your negative reviews showing up in the search!


Now that wasn’t so bad, was it? You can use software to pull in your reviews from all over the web so you can respond quickly. And if you don’t have time, seek out our Digital Agency services to do it for you. Not only do we guarantee expertise, but we also guarantee it in a hurry: we respond to reviews as soon as our software pulls them in!

 

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REPUTATION MANAGEMENT 

Reviews, accurate business information, and social media activity impact a business’s reputation and influences whether a consumer decides to do business with them. Businesses need a way to manage all of these factors in a scalable way.

https://www.youtube.com/watch?v=RQSroxPRw60

 

LISTING DISTRIBUTION

Modern search has changed the way customers find businesses online. Are your clients showing up as a point of interest in modern GPS systems? Mobile apps? Are voice assistants like Siri and Alexa giving their customers the right information?

https://www.youtube.com/watch?v=Gqv7TEUUxC4&t=4s

 

LISTING SYNC PRO

Get accurate, get found, With the use of online search growing at a rapid pace, it’s more important than ever to ensure your client’s business listings are present, accurate, and protected from unwanted changes.

https://www.youtube.com/watch?v=skyh4eUPrss&t=201s



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