Every business will inevitably receive both good and bad feedback. It is essential to respond to ALL the reviews you receive. If your business has yet to receive a review, positive or negative, click here to learn more.
So let’s say you are receiving positive reviews but, oh no… you just received a negative review! Before you hit the panic button, know that it’s okay to occasionally receive a negative review. An occasional negative review can even help your business look authentic online!
Let’s look at the types of things you should do when you get a negative review.:
Offer an apology
First things first, offer an apology, no matter whose fault it is. Give your customer a sense of empathy. Make it clear to the world that you are doing your best to reconcile things with that customer.
Don’t use your company name in the reply
The main reason why you should NOT use your business name in your reply is there is a chance that search engines like Google will index that reply and show it in search results for your company. Communication is ranked highly in search engine algorithms and Google will notice your company name in the negative review response.
Take it offline ASAP
During your response to the review, try to take the conversation offline as soon as possible. When a business continues to have a dialogue online, it’s open to everyone in the world to see. Sometimes it’s okay to air your dirty laundry, but this laundry isn’t something you want the general public to see. Try giving your customer a call, emailing them or asking for a direct message
Resolve the problem quickly
After all is said and done, you want to resolve your customer’s concerns quickly and positively. Studies have shown that if a business resolves an issue efficiently and positively, 95% of unhappy customers will return to your business. So do whatever you can to effectively help your customers with the issue.
Get more positive reviews
Of course, the best way to make negative reviews seem less prominent is to get consistent, positive reviews every month. See here how to get more reviews.