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Despite the knee-jerk reaction we all have when we see a negative review, they’re not all that different from a positive review. Your reaction is perfectly understandable, but how you handle it will determine your reputation in the eyes of not only the reviewer but also everyone reading that review in the future. A good reaction to a challenging review suggests that you’re passionate about your business and dedicated to creating a good experience for your customers.
You can make this impression with these four easy steps:
Acknowledging that a problem occurred can go a long way, regardless of what happened. A simple apology and a nod of sympathy is the best way to start.
2. Reestablish Awareness
One bad experience shouldn’t set the tone for all experiences. Reiterate that your products or services are usually great, and you’re sorry that they weren’t up to par the day the reviewer visited.
3. Have a Conversation — Offline
Offer to have a deeper conversation over the phone or email. This shows customers your dedication to creating a good experience for them and it ensures that the negativity on your review page is minimal.
You can further refrain from inviting more negativity to the review by not asking questions. That part of the conversation can be had privately if the reviewer chooses to take you up on your offer to talk through another medium.
See? Negative reviews don’t need to be negative experiences for you. In fact, you can make the process even easier by using our software to pull all your reviews into one place so you can respond quickly without getting overwhelmed. And if you still don’t have the time? Our digital agency services can do it for you! We’ll ensure that the responses are efficient and effective.
How to Respond to Negative Reviews