How to Respond to Negative Reviews

by | Oct 19, 2020

A negative review doesn’t have to spell disaster for your business reputation. Find out how to respond to negative reviews and transform them into an opportunity to showcase your exceptional customer service.

A negative customer review can send chills down the spine of even the most confident business owner. Why? Because everyone knows how crucial a good reputation is to business success. Whether you are trying to figure out what to do in the face of a negative review, or you want to take a proactive approach, this article is for you. 

Let’s take a closer look at how to respond to negative reviews and transform them into opportunities to showcase your exceptional customer service. 

Negative Review? Here’s What to Do Now

You see the negative review on Google. First, don’t panic. Second, don’t take it personally. Next, understand that you can respond to the review in a way that makes your business look like a winner.

Use empathy to acknowledge your customer’s complaint, apologize, and tell them you would love the chance to make it better for them. What if you didn’t do anything wrong? You will take the same approach, whether you are in the wrong or completely innocent. Remember, this is about showcasing your customer service to anyone who might read the review and your response.

Here’s an example of how to respond:

“Dear [name of customer], thank you for sharing your feedback. We are sorry your experience didn’t meet your expectations. It was an uncommon instance, and we will do better. Please connect with us [insert e-mail address] with any additional concerns or suggestions. We are committed to making things right if you give us another chance.” 

Get a System in Place to Manage Reviews

In addition to addressing any negative reviews now, it’s a good idea to get a customer feedback system in place to manage and collect reviews. A comprehensive system will ensure you catch and respond to all reviews immediately and can help you to gather plenty of positive reviews to counteract any negative feedback you receive.

Make sure your business is positioned to handle any review that comes your way. I can show you how to respond to negative reviews and implement an effective customer feedback system to protect your online reputation. Click here to connect with me online and schedule a strategy call.