We Appreciate Your Feedback.
It happened! Your business has a negative review online.
What do you do now?
First of all, don’t panic. It isn’t as bad as you think. There are a few variations of the types of reviews consumers leave.
Let’s focus on the reviews that are constructive criticism. That is a negative review left by an unsatisfied consumer, leaving business owners with information that can be used to improve future customer experiences.
It is important to remember that this is most likely not personal. Angrily responding does not work. Relax and take a deep breath.
Follow these simple steps for responding to negative feedback:
#1. Respond Quickly
When you receive a negative review, it’s important to respond quickly, empathetically. Make every effort to publicly resolve whatever problem the negative reviewer has.
#2. Customize a Response
Don’t use the same generic response for every negative review you receive. Take the time to read each comment and provide a unique response.
#3. Thank the Customer
Be sure to thank the customer for their business and for taking the time to leave feedback.
#4. Take Responsibility
Apologize to your customer, accepting full responsibility for their problem. Never try to pass the blame to anyone else. Reassure the customer that you have every intention of making things right.
Emphasize how valuable that customer’s business is. Also, when appropriate, offer refunds, discounts, promotions, or other ways to show you care and are passionate about maintaining that customer’s business.
Putting it All Together
By responding to the negative feedback you increase your credibility and reputation, despite a negative review.
Why is that?
Most potential customers read reviews before using any service. If they see that you care about each customer’s experience by responding back to someone in a positive way, they feel comfortable. Learn from negative reviews. Improve business practices, if needed. Then, move on.
By responding to the negative feedback you are increasing your credibility and reputation with current and future consumers. Most potential customers read reviews before using any service. If they see that you care about each customer, they’ll be more apt to use your services.
Lastly, nothing defeats negative reviews like positive ones. Promote and encourage your current clients to write a review about your business. This offers a more balanced view.
Links Web Design is a Website Design Company in Bangor, Maine.