The Correct Way to React to Negative Reviews
All companies, regardless of size, should have a method for keeping track of and reacting to customer evaluations. It might be challenging to reply to negative feedback.
Businesses must respond tactfully to negative reviews from customers who are increasingly conducting their research online in order to assuage their concerns and prevent a bigger problem from developing. (Search “Kitchen Nightmares” and “Amy’s Baking Company” on Google for the ideal illustration of how businesses shouldn’t rile up and scold critics.)
Building consumer trust by responding to all online reviews and handling any customer complaints demonstrates the business owner cares about fixing the issue. Online argumentation harms the reputation of your company.
How to React to Unfavorable Reviews:
Take a deep breath first. Always wait until your feelings have subsided before replying.
In your response, use the person’s name.
We owe them gratitude for their comments.
Be understanding, accept responsibility, and keep your reaction short.
Give a high-level contact at your company’s name, phone number, and email address to move the conversation offline.
Keep in mind that everyone will observe your response and see it as a sign of how you handle clients.
Guidelines for Responding to Reviews:
-
Do read the entire review, be prompt, and accept criticism.
Make no compensation offers online. Others who read it could conclude that complaining is a tactic for obtaining free or discounted goods.
-
Avoid engaging in conflict online. Customers will perceive you as being protective.
-
Don’t scold or accuse the reviewer.
How to Take Down a Bad Review:
Our team has spotted thousands of reviews that are simply fake, potentially created by a rival or maliciously, and unrepresentative of how a company conducts business. Get acquainted with the policies of all the review websites. Businesses must ask for reviews to be posted because the sites don’t do it themselves. Using an employee’s full name and using inappropriate language are two common transgressions. If you want to remove a review, you must specify which of the terms and conditions was broken.
Get more favorable testimonials:
The majority of customers are aware that every company occasionally gets unfavorable reviews. Make sure you have a method in place to acquire more good evaluations in order to counteract the negative.
After every transaction, conduct a customer survey to collect actionable feedback and give those who react favorably the opportunity to post a review online. Even text messaging can be used to ask for reviews to be posted right away on popular review websites like Facebook, Google, and others.
Your online reputation is crucial.
Customer decisions are frequently influenced by star ratings, which also affect how highly your company appears in search results. Positive online evaluations increase your company’s likelihood of appearing in Google’s coveted local pack of results. According to Google, consumers are two times more likely to trust a company that responds to reviews than one that doesn’t.
Make sure the business interacts with its clients on social media because they spend more time there when working from home or staying put. The everyday usage of Instagram has climbed by 32%, Facebook, which features reviews, has increased by 53%, and TikTok has increased by 60%.
Back to Blog