Responding to Negative Reviews
Recieving a negative review is always frustrating and upsetting. Although it may not be what you want to hear, the issue still needs to be addressed in a friendly and professional manner. Here are some tips on how to respond to a negative review.
Tip #1: Just like any other confrontation, it is important to take the time to calm down before addressing the problem. The same steps are applied when responding to negative reviews. Be sure to answer in a respectful way after you have carefully thought out your words. Remember that reviews are public and you do not want to regret anything said.
Tip #2: Always check your response before posting. Have someone within your company read your repsonse before posting. You do not want to come off defensive toward the client. You want them to see that you are understanding of any issues and are grateful for their feedback.
Tip #3: Even when you strongly disgree with what is being said, the customer is always right. Always apologize for any issues or problems that may have happened and stress the goal of your customer service. Potential clients will see you strive to give the best experience possible.
Tip #4: Keep everything short and sweet. Responses only need to be a few sentences, addressing the concerns and apologizing. Too long of a post may create confusion or an unwillingness to read.
Bonus Tip: Respond to all positive reviews too! Your reviewers will see that you value their opinions and feedback about your business. It will also show others how seriously you take serving your clients.
Remember that the best way to move on after a negative review is to keep collecting new ones. Collecting more positive reviews will either push the negative one down the list, or soon be forgotten.