Negative reviews can have devastating impacts on your business, and you’ll need to respond to them appropriately to prevent hurting the reputation of your company further. Read these tips on how you should respond to negative reviews!
How to Respond to Negative Online Reviews
All businesses make mistakes, and this has the effect of attracting some negative online reviews. As such, if you are a business owner, you are most likely familiar with the issue. Unfortunately, negative reviews can have devastating impacts on your business, and you need to find a way of responding to them appropriately to prevent hurting the reputation of your company further. Below are some tips on how you should respond to negative reviews.
Address the Reviewer by Name
Every customer would like to be addressed individually. Therefore, your salutation should address them by their names. In other words, you should avoid generic salutations, such as dear customer or dear guest. In any case, most online reviews are on Facebook and Google, meaning that you can easily access your customer’s personal information and use it to ensure that your response is personalized.
Thank the Reviewer
In your response to a negative review, you need to let the customer know that you value their candid review. Therefore, you should thank them for their unsolicited feedback and let them know that it will help your business in improving the quality of the services that you offer.
Acknowledge the Problem and Apologize
Whether you think the customer is right or wrong, it is imperative for you to acknowledge the issue and show the customer that you are taking his or her concerns seriously. After acknowledging the problem, you need to go a step further and apologize for any inconvenience it may have caused, and let the customer know that you are eager to make amends.
Provide an Explanation
In some cases, an apology is going to be enough. However, in other cases, you may need to give an explanation to set the record straight and clear up any misunderstanding. For instance, if the issue that a customer is raising was caused by a technical hitch, then you may have to explain exactly what went on. This is a fine line to walk, as you want to ensure you are not coming across as making excuses rather than taking accountability.
Avoid Making the Issue Personal
In some cases, a negative review may seem like a personal attack, especially if you are the owner of the business. However, it is imperative to know that the reviewer and the people reading the review do not know you personally. They do not know how great you are and how determined you are to ensure that you serve them better. Therefore, instead of taking the issue as a personal attack and responding angrily, you need to take the opportunity to demonstrate that you are a caring person and that your business exists to make the lives of your customers better. In addition to providing a solution, you need to show empathy and other great qualities that you possess.
Take the Issue Offline
In some cases, it might be difficult to completely solve the issue in a response to a review. In such a case, you might have to take the issue offline. For instance, you can provide your contact information or even direct the reviewer to a specific person that they can talk to if need be.
Overall, it is apparent that negative reviews can have quite a devastating effect on your business, and therefore, you should neither ignore them nor take them personally. You’ll need to provide a well-crafted response demonstrating that you acknowledge the issue and are eager to make it right.