The most effective ways to respond to negative reviews

By Rebecca Sentance

Customer reviews are one of the most important pieces of your marketing campaign, and research has indicated they may have significant impact on your ranking in search.

In fact, 84% of consumers trust an online review as much as they would a personal referral. However, not all reviews are positive. At some point throughout the history of your business, you’re going to run into negative reviews.

Fortunately, this doesn’t always have to be a bad thing – negative reviews can work in your favor as a business opportunity if you know how to react. Read below to learn the most effective ways to respond to negative online reviews.

Stay positive

Anyone who’s ever worked customer service knows how difficult it can be when a customer is attacking you. A negative review may get you upset, and as a human being your first instinct is to go on the defense, but that doesn’t mean you should become a keyboard warrior and attack the reviewer (unless you’re Wendy’s, of course, who recently spouted off Twitter battles with McDonald’s and customers alike). Unless you’re a multimillion-dollar fast food company, we don’t advise getting snarky.

Approach all negative reviews with a calm, positive attitude. Let the customer know you’ve heard their concerns, but never point fingers. Even if you’re not in the wrong, you shouldn’t make the customer feel like the victim.

It also doesn’t do you any good to simply ignore the review. The general public would prefer you respond than simply ignore the situation. Responding with a positive comeback will show that your business cares about its customers.

Offer a solution

Have you ever heard the phrase, “Sorry won’t cut it”? This is the case when you’re responding to negative comments or reviews. Simply offering an apology to your customer won’t do – a customer will want a solution to their problem. When you’re responding to a negative review or comment, let the customer know how you’ll fix the problem.

Below is an example of a great response that offers a solution. A JetBlue customer tweeted that their in-flight TV was not working. JetBlue immediately responded with this:

This response shows that JetBlue is empathetic towards their customer’s concerns. Then they follow up with an immediate solution.

It’s safe to say this customer appreciated the time this company took to solve their problem in a timely manner. They instantly redeemed themselves and showed their customer’s happiness is their priority.

Reiterate your company’s policies

You may fear that a negative review will make your company look bad. This is only the case should you ignore the review entirely. When you respond to a negative comment, flip the negative to a positive. Use this as an opportunity to reiterate your company’s good qualities.

For example, you can respond by saying, “We’re sorry you had a poor experience. We’ve been doing business for several years and most of our customers leave happy. We’re sorry we didn’t meet your expectations this time around.”

Take the conversation offline

When you receive a negative review online, you should always Go to the full article.

Source:: Search Engine Watch

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