Reviews are a great way to get feedback from customers and improve your business. However, dealing with bad reviews can be difficult.
While it might be tempting to ignore negative reviews, prospective customers want to see that you are concerned about their concerns and that you are willing to make changes to your business.
1. Don’t Take It Personal
When reviewing, customers often feel a need to vent. But this can be dangerous. A public response can be taken personally by other customers.
It can also be interpreted as throwing employees under the bus, especially entry-level workers. A good way to avoid these problems is to provide contact information for further discussion in your responses. This can also help de-escalate the situation.
2. Read the Review Carefully
When you’re dealing with a bad review, it can feel like a personal attack. But remember that they’re only complaining about a specific experience that didn’t meet their expectations.
Read the feedback carefully before you respond. You should also keep in mind that your responses are public and will be seen by future customers. That’s why you should always be respectful and professional in your responses.
3. Respond in a Timely Manner
As a business owner, you have enough on your plate. But ignoring negative feedback is not a good idea. The best responses to bad reviews highlight what a shopper can expect from your products and service.
For example, this dealership responded to a scathing review and had the unhappy customer revise their initial review after they addressed their concerns. This shows current and potential customers that you care about their feedback.
4. Take the Conversation Offline
Taking the conversation offline is a crucial step in responding to bad reviews. This shows that you care about your customers’ opinions and are willing to take the time to connect with them.
This is especially important when you need to clarify points or address misunderstandings in the top Reviews Site. Taking the discussion offline also keeps details of the bad experience from becoming public.
5. Offer a Solution
If you can offer an alternative to your product or service, it shows customers that you care about their experience. It also helps to avoid the temptation to make false promises or cover up bad experiences.
It’s also important to thank the reviewer for their feedback. This is a great way to show that you value their opinion and want to hear from them again.
6. Acknowledge the Issue
If a review is inaccurate or even blatantly false, addressing this with candor can help your business. For example, this business owner acknowledges that the reviewer may have lied but also offers to talk with them so they can find out more about what went wrong.
This shows other reviewers that you’re open to feedback and not ignoring complaints. It can also help build trust with potential customers.
7. Offer an Alternative
Depending on the situation, it may be appropriate to offer a refund or discount. This shows that you are concerned about your customers’ experiences and want to do what you can to make things right.
Constructive feedback is a gift that helps your business improve and create loyal customers. Ensure that all reviews are taken seriously and are given the attention they deserve.
8. Take the Conversation Offline
In its most benign form, taking the conversation offline is a polite way to suggest that the discussion should occur outside of the current forum. This can be especially helpful when communicating through email or text, as it may be easy for the message to get lost in translation or for misunderstandings to occur.
Offline conversations also allow for a more in-depth discussion and can potentially lead to a more effective resolution.
9. Refute the Review
When you’re an entrepreneur, receiving bad reviews can feel like a personal attack. But bad reviews don’t have to be a negative thing for your business – when handled properly, they can actually help you build customer trust and improve brand image.
Managing dissatisfied customers is a critical part of any business. Follow these best practices to ensure you’re responding to negative reviews effectively.
10. Thank the Reviewer
Whether they left a positive or negative review, your customer took the time to provide feedback and that deserves a thank you. It’s also a great opportunity to learn more about your business and make improvements based on their feedback.
Ultimately, the goal of responding to a bad review is to show that you care about your customers and are committed to providing them with a positive experience.