As a small business owner, you are always one bad review away from disaster. Furthermore, preparation is important when the unexpected happens. So, that means having a plan in place for how to respond to negative feedback. In this blog post, we discuss some strategies for negative review responses that help keep your business afloat.
Negative Review Responses #1 – Remain Calm
First, take a deep breath and remain calm. Often, it is difficult to read negative things about your business. However, it’s important to remember that not everyone has the same opinion or experience. Keep an open mind and see the feedback as: an opportunity to improve your business.
Negative Review Responses #2 – Reach Out
Next, reach out to the customer who left the review. Take your conversation off the review site and out of the public eye. Now, attempt to resolve the issue. This shows that you are willing to listen to feedback. Also, it demonstrates a willingness to make changes based on what your customers want. Additionally, it’s a good way to build customer relationships and create loyalty. In fact, 83% of customers feel more loyal to brands that respond and resolve their complaints.
Here are some negative review responses that other readers often appreciate.
Negative Review Responses Example #1
“I’m sorry to hear that you had a negative experience. We strive to provide the best possible service, and we’re sorry that we didn’t meet your expectations. Let’s connect by phone or email and I promise to. do my best to help get this issue resolved.”
Negative Review Responses Example #2
“Thank you for bringing this to our attention. We’re always looking for ways to improve, and we appreciate your feedback. Please send our team an email or give us a call so we can correct the situation?”
Negative Review Responses Example #3
“We’re sorry to hear that you are unhappy with your purchase. Please let us know what we can do to make it right? We want to see satisfaction for all our customers with their purchases. Please give us a call or send us an email. We want to make things right!”
As you can see, taking the conversation off the review source is almost always a good idea. Moreover, this allows you to build a relationship with the customer. Also, now you work together to resolve the issue without any more public “airing of the dirty laundry”.
Finally, if you’re still struggling with how to respond to negative feedback, consider hiring a reputation management company. These companies specialize in helping businesses manage their online reputation. Also, they help you identify ways to improve your business while protecting your brand from further damage.
While no one likes getting negative feedback, it’s important to remember that it’s an opportunity to improve your business. By following these strategies, turning a negative review into a positive learning experience is a plus for consumers. Large numbers of consumers read all reviews. Thus, they are looking to see how you respond to negative reviews. Furthermore, many consumers distrust perfect 5-star ratings. It follows, then, that your customers appreciate your efforts, Often, potential customers admire a business’ best efforts to resolve issues. Ultimately, these efforts build trust and credibility with the buying public. For more information, refer to this earlier blog post on “Bad Reviews: Preventing Before You Get Them”.
If you desire extra help monitoring and responding to negative feedback, message us or give our team a call. Mention this post and receive free consultation as well as a copy of our negative response template guide as our gift! For a better idea of where your brand’s reputation stands, get a free analysis here by Clicking This Link: Local Brand Analyzer
Traffic & Conversion Analyst
Hi Octane Metrics LLC