Negative Reviews: How to Respond to Them and Make Them Work for Your Business

You're no stranger to the idea of unfavorable evaluations as a business owner. Regardless of the caliber of your work or the number of customers that adore your company, a negative review is still possible. Even though the majority of your customer feedback is excellent, a negative review might not seem like a huge concern, but it's always ideal for addressing the issue.

You might already be aware of how bad reviews can affect how customers view your company. In actuality, 84% of consumers place equal value on personal recommendations and online reviews. 

Why Respond to Negative Reviews?

The same amount of care must be given to your unfavorable online customer reviews as you do to your positive ones. This is why:

• It demonstrates your humanity. Everyone who is alive makes mistakes. Responding to a bad review demonstrates that there is a genuine person behind your company offline. Your customers will feel more at ease doing business with you in the future knowing this.
• You are conversing with everyone. Responding allows you to communicate with everyone who reads your online reviews and responses, including potential consumers in addition to the unfavorable reviewer. They will feel compassion for you since they understand how much you care about their situation.
• You're demonstrating your concern. Responding to a bad review demonstrates that you care that your consumer had a horrible experience and that you're doing something to fix it and make sure it never happens again. Building trust involves responding to reviews rather than ignoring them.
• Your reputation online is impacted. Maintaining a positive online reputation for your company requires managing unfavorable reviews on review platforms and websites. Instead of concentrating only on Google or Yelp reviews, keep an eye on how your company is perceived online. No matter how tiny your company is, reputation management is a must if you want to "live online" and improve your SEO. Yes, you will appear on the first pages if you have positive reviews on social media, Yelp, Tripadvisor, or Google My Business.

However, having reviews for a business does not guarantee a higher ranking. Additionally, it's crucial to reply to any unfavorable comments left on any social media platform, including unfavorable Facebook reviews. So the next time you consider dismissing a bad review, stop and ponder.

⭐️ Explore further: Strategies businesses employ to handle negative reviews.

7 Steps for Responding to Negative

1. Don't Lose Your Cool

I understand how upsetting it can be to read a bad online review; this is common. But try to avoid taking it personally. It's just a frustrated consumer who didn't get the results they were expecting, and it's not always your fault. Instead, maintain your composure and work to grasp the situation.

2. Thank Them for the Feedback

No matter the nature of the criticism, you should always express gratitude. In order for you, as a business owner or general manager, to go forward and make better decisions, you must express your gratitude to the individual who took the time to share their expertise with you.

3. Personalize the Response

First, it's crucial to say their name. Show your consumer that you are actually committed to solving the issue by not just copying and pasting the response. Everyone desires to be heard and appreciated. Give that to your clients, particularly the ones who have had bad experiences.

4. Apologize and Sympathize

Having empathy for your dissatisfied consumers can be quite beneficial. Instead of avoiding the issue, assume responsibility and extend an apology for what happened. Even if it isn't (wholly) their fault, that doesn't make them responsible. Tell them you realize the problem they are having and the "damage" it has caused.

5. Stick to the Issue

Don't avoid the issue your consumer is having. Remain focused on the major issue they are experiencing and the review. Avoid trying to change the subject because doing so will just enrage the consumer further. And that is definitely not what you want.

7. Ask for a Second Chance

Remember that an apology is worthless if the behavior has not changed. Make a proposal to fix things. Find out how you can improve things by asking your reviewer. You can take the talk offline, get their phone number or other contact information, and try to make things right. Unexpectedly, a quick phone call can be of great assistance.

7. Invite the Reviewer to Discuss the Matter Offline

Offer to fix the issue face-to-face. You will be able to fix your customer's problems in person or over the phone, allowing both sides to come to an agreement. Here's how to extend that invitation after you've apologized: "Please reach me personally via email or phone, and I would be happy to discuss the issue at your earliest convenience." Make sure to provide your name, title, and direct contact information (or that of a manager at your business who has the authority).

⭐️ Dive Deeper: Consequences of Overlooking Negative Reviews for Your Business.

Conclusion

Even though it could be challenging, reacting to a bad review is important for upholding your company's ethics. In all your online and offline encounters with customers, maintaining a consistent tone will only benefit you in the long term.

In an ideal world, all online reviews for your company would be favorable. It's unfortunate that this is unattainable. Even though it might seem unjust, it's crucial to accept and plan for negative feedback.

If you completely disregard negative reviews, clients are not likely to come back. Additionally, the consumer can continue to complain about the experience to others offline, which hurts your company's standing in the neighborhood even more.