Negative Reviews Aren’t All That Negative

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When you’ve dedicated your time to an online reputation management strategy, and you’re receiving a steady flow of great customer reviews – everything is hunky dorey. But what happens when an unexpected negative review gets published?

Managing your emotions and your response in the face of someone’s scathing review can be difficult. In this blog, we’re going to help you reframe how you view negative reviews and help you put together a great response that can manage the situation.

By taking the time to think about what that reviewer is saying, you may be able to improve your customer experience or work with your staff to better handle particular situations in the future. And, in that sense, a negative review is actually just an opportunity to improve.

If you handle a negative review properly, you’ll be able to provide context to future readers (who are also potential customers) and create an opportunity for the reviewer to change their mind – and their review.

Why Negative Reviews Aren’t Really All That Negative

It can be difficult to see negative feedback about your business. We get it: after so much hard work and hours of your time, you’ve made sure that your business is the best around. So, what do you do when someone leaves you some negative feedback?

First and foremost, you listen. Even though this person has left their review online, instead of letting you know in a face-to-face conversation, you’ll still need to think about what they have to say. This means that you should remove your emotions from the situation and ask yourself: does this person have a point? By taking the time to think about what that reviewer is saying, you may be able to improve your customer experience or work with your staff to better handle particular situations in the future. And, in that sense, a negative review is actually just an opportunity to improve.

How Negative Reviews Can Add Authenticity to Your Online Profiles

One of the “perks” of a negative review is that is actually adds authenticity to your profile. This may seem counterintuitive, especially since businesses always strive to provide excellent services all the time.

However, many people actually view profiles that only have great reviews as suspicious. After all, even though we may strive to provide 100% excellent services, it’s nearly impossible to please everyone.

So, a negative review can actually help build your profile up to look like a real business that people would want to work with. As long as your profile doesn’t become inundated with fake reviews, you’re not going to see too many consequences from one negative review.

Responding to Negative Reviews

Now that we know that getting a negative review isn’t always the worst thing, especially since it builds credibility that your profile is real, you have to learn how to appropriately respond to negative reviews. Answering with an emotional appeal to remove the review, or with an angry response that tells the reviewer off, is not the right way to approach this situation.

Review responses, both to positive and negative feedback, give you the unique opportunity to provide context to potential customers that will be reading the review and it’ll let you invite the reviewer to continue the conversation. Once you get them talking, you’ll be able to demonstrate that you care about their experience and that you welcome them back for a better one.

So, in your response, make sure you do the following:

  • Greet them
  • Thank them for their feedback
  • Let them know that their poor experience is not common
  • Let them know you care about their feedback and will keep it in mind during your next staff training, to improve in the future
  • Welcome them to discuss the situation privately – and leave your business email
  • Invite them back to your business for a better experience

By checking all of those points off in your response, you’ll be setting yourself up for future success. The reviewer will get a response they can feel happy with and future potential customers who may see that negative review will also be able to see your professional response. It’s a win-win!

Author

Garrett Smith

Garrett is the CEO & Founder of RepCheckup, an online review management software. He has been helping businesses thrive through sales and marketing since 1999.

 

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