How to Handle Negative Online Reviews

In business, some things are simply inevitable, one being negative online reviews. Whether you have two reviews or 200, there will always be someone who wasn’t completely satisfied with your product or service. While these reviews can feel like a punch to the gut, as a business owner you can find solace in knowing negative reviews are not the end. And, when responded to correctly, you can actually shine a favorable light on your business:

Respond Quickly

The first rule-of-thumb when receiving a negative review is to act quickly. In fact, 53% of customers expect businesses to respond to negative reviews within a week. A fast response time leads to a quicker resolution and shows the customer who left the review, as well as others who may run across it, that your business values feedback and is committed to rectifying the situation. The faster you can address a negative review, the better the outcome for all parties involved.

Acknowledge & Apologize

When crafting a response to a negative online review, it’s important to acknowledge the problem and apologize. Customers want to feel heard and once they air their grievances, you can then begin working toward a solution. In doing so, you show them your dedication to improving their experience and give them a reason to give you another chance in the future.

When witnessed by others, this approach can prove beneficial in other ways… Consumers are willing to pay up to 15% more for a product or service when assured they will have a better experience with a particular brand. By showing your commitment to making things right, that brand can be you.

Remain Professional

As a business owner, you likely think of your business as your baby. You’ve poured your heart and soul into reaching this point, so it’s only natural for negative commentary to cause emotions to run high. Responding in a calm, professional manner may not be the first thing that comes to mind, but it’s extremely important to not let your gut reaction cloud your judgement.

89% of consumers read businesses’ responses to reviews, making it crucial that you respond in a professional, non-defensive tone. A proper response to a negative review can appease an unhappy customer and presents your business in a positive light.

Take It Offline

Negative online reviews often find quick resolution, but not always. If a resolution doesn’t feel near, it’s best to address the matter offline. After all, the last thing you want anyone to see is your business battling it out with a disgruntled customer. It’s best to provide your contact information, let the customer know you’d like to discuss with them privately, and work to resolve the matter. Depending on how things pan out, the customer may make the decision to update their review or you can comment thanking them for giving you the opportunity to make things right.

Follow-Up

In more serious cases, it is always a good idea to follow-up. This shows the customer you genuinely care about their satisfaction and want to ensure the situation was handled. In taking this extra step, you may encourage the customer to update, edit, or even remove their negative review entirely.

As frustrating as negative comments can be, your business should always encourage reviews. They provide valuable insight about your product or service, giving you the opportunity to adapt business practices and promote growth.

At Business House, we specialize in all aspects of social media management, including customer service. Negative reviews may be inevitable, but we can work with your business to create a plan that addresses them effectively and efficiently. Ready to get started? Contact us today!