Negative reviews are something that every business has to deal with at some point or another. They happen regardless of the quality of your work or how many people love your business. But here’s the good news: The occasional bad review—when responded to effectively—can actually improve your brand’s image in the eyes of potential customers. (Yes, really.)
When you get a bad review online, the most important thing is not to panic and respond defensively. Don’t let the situation frustrate you. Instead, think of it as an opportunity to showcase your brand’s excellent customer service.
Below are the main points to keep in mind when dealing with negative online reviews.
Respond quickly
This is huge. Respond to every review your business receives, and do so in a timely manner (within one to two days). Oftentimes customers just want to be heard and acknowledged. If you only respond to the good reviews, it will look like you just don’t care about the bad ones.
Apologize
When someone has a bad experience with your business, it’s crucial that you take ownership of the issue and work to make it right. If they purchased a faulty product, offer them a free replacement and mail it right to their door. If the customer’s review is too vague for you to offer a direct remedy, ask for more information. For example, you could say, “We’d like to learn more about your specific situation and make things right. If you wouldn’t mind giving us a call at [phone number], it would be greatly appreciated. We look forward to speaking with you and working towards earning back your business.”
It’s important to apologize even when you don’t believe your business is at fault. “The customer is always right” is a cliche for a reason; it’s because the customer is always right. At the very least, offer a simple, “We would like to apologize for your negative experience with us.” Potential customers are reading these reviews and watching how you respond—do so with empathy.
Don’t get personal
It can be tempting to refute a reviewer’s complaints with A, B, C, and D points of your own, but don’t go there. Arguing, even in a “polite” way, will only end up sounding petty and unprofessional when expressed publicly in the comment section. If you want to dig into the details, move the conversation to a private venue like phone or email.
Follow-up directly with the customer
After responding in the comments, contact the customer directly to demonstrate that it’s not all for show. Send them a message on Yelp, Facebook, or whichever platform they reviewed you on, or email their Google address to see how you can make it right.
If all goes well, they might go back and revise their review or post a brand new one.