How to Respond to a Negative Review

70% of buying experiences are based on how the customer feels they are being treated

84% of people trusting an online review as much as a personal recommendation

STAY CALM

When you see a bad review about your company, the first thing to do is stop, take a breath and think. Don’t respond to the upset customer without thinking things through first.

YOU MUST RESPOND

If you think you can ignore a bad review, you’re wrong. Not responding to a negative review is responding. It’s telling everyone that sees the bad review that you don’t care about your customers. Responding to complaints can help increase customer advocacy. Not responding to a bad review decreases customer advocacy. Respond as soon as s you can and the day the negative review was left.

RESOLVE THE ISSUE

Don’t just respond resolve the issue too 🙂

GET A SECOND OPINION BEFORE YOU SUBMIT YOUR RESPONSE

Ask a friend, family member or co-worker to double check your reply for message and tone to make sure it “reads” well to a third-party.

LOOK AT THE POSITIVE IN THE NEGATIVE

If you get a bad review, really look at what the person wrote. Were they unhappy with a staff member? Did they have a bad experience at your location? Did your product/service not work as they expected? If you evaluate what the customer has said, you may discover bigger issues that you need to work on at your company.

CUSTOMER SERVICE IS OUT IN PUBLIC

75% of customers believe it takes too long to reach a live agent on the phone. That means more and more people are using social media and review sites to get customer service and voice their opinions

ASK FOR A DO-OVER

If you’ve worked closely with an unhappy customer to remedy the situation, politely ask them to update/change their review to reflect that the situation has been resolved.

GET MORE POSITIVE REVIEWS

If you get a bad review about your business, you want to try and get a few more positive reviews to help “push down” that negative review. There are a lot of tools on the market that can help you monitor, manage and get online reviews from customers.

MONITOR YOUR REVIEWS

It’s important that you know what customers are saying about your business online. Did someone leave a bad review about your company? Do you have 5-star reviews? What review sites do your customers use to leave reviews about you? You can use Our Reputation Management System to see what your customers are saying about your business on the top online review sites.

Examples from Accelerate Marketing on How to Respond to a Negative Review

Q:  Our company has received a negative review.  How should we respond?

A:  If you receive an alert for a negative review, it’s very important to be empathetic with your response.  Below is a fantastic list of options for responding to a negative review:

  1. Please accept our sincerest apologies for (Problem). We would love the chance to make this right and would like to invite you back to (business) for (#) % off your next visit.
  2. When a customer takes the time to leave a review online, we listen! We want to apologize for (problem) and let you know that we have taken the necessary steps to ensure that this doesn’t happen again. Please know that your experience was an isolated occurrence and that the management and staff would love another chance at impressing you.
  3. It is our goal to treat every person who walks through our doors as a VIP customer. When our team falls short of that standard and a customer walks away dissatisfied, then we have a real problem. We want to apologize for your less-than-outstanding experience and would like to invite you back in to show you just how amazing our team can be.
  4. We hear you loud and clear! Your feedback is more than understandable. We appreciate that you took the time to let us know and we will be implementing your suggestions in the near future. Visit us again to see what a difference your review made.
  5. We greatly value the opinions of our customers. At (business) we work hard every day to ensure that our customer’s needs are being met. Thank you very much for your review.
  6. Everyone has an off day – even amazing businesses. I’d like to apologize for this unfortunate (incident/ confusion/inconvenience). Please give us a second chance and see the stuff we are really made of. Visit us again and receive a (%) off your next visit.
  7. We apologize for the unfortunate experience and regret that it happened at all. Our #1 goal is customer satisfaction. While we can apologize for this unfortunate situation, sometimes that’s just not enough to say we are sorry. We invite you to contact our store manager at (555) 555-5555 and let us know how we can make it up to you.
  8. It’s understandable that you would be upset after (experience). We definitely do not want to lose you, or anyone, as a customer as a result of this bad experience. Please contact our store manager at (555) 555-5555 and let us know how we can better serve you.
  9. Your opinion is very valuable to us at (business). We take each and every customer suggestion into consideration. Thank you very much for your review.
  10. An unsatisfied customer is rare and we take your feedback very seriously. Please accept our deepest apology for your unfortunate experience.

Take our Reputation Quiz and find out what your online reputation score is: https://m.me/AccelerateMarketing?ref=ReputationQuiz

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