Reviews are essential for the success of a business.
When the company receives great reviews online, it will inspire more people to
patronize the brand. However, if there are plenty of negative reviews, it can
bring the business down. There are also several studies that show how reviews
play a central role in people’s decision-making process. They might decide in
favor of or against certain products depending on the reviews. Therefore, if
you receive negative reviews, you have to do the right thing. These tips will
Before you get angry, you have to understand that the
person who left the review might have real concerns. Instead of being
defensive, you need to understand what happened. Acknowledge the problem and
show compassion. You also have to apologize if necessary. Even if you feel
confident about what you’re selling, it might not feel the same for the people
on the other end. Being compassionate is a sign that you’re willing to listen
Try to be diplomatic
If you want to respond, you
have to be as diplomatic as possible. You can’t be angry about the person who
said something negative even if you feel it’s not true. You’re not speaking for
yourself anymore, but for the business. If you’re not diplomatic, it might harm
your company’s reputation. It won’t only affect the person who left the review,
but everyone else reading the conversation. You don’t want to further turn off
potential customers because of your attitude.
Explain what happened
If you still believe the review isn’t correct, you have
to tell the truth. It’s possible that other companies deploy a dirty tactic
to bring others down. Of course, you don’t want to say that all these reviews
are incorrect or inaccurate. Instead, you have to explain what happened.
Present evidence if possible. Allow the readers to decide for themselves. If
they believe your explanation, they will buy the products and services you
offer. If not, they will look for other options, and there’s nothing you can do
Promise to be better
Your response should end with a promise
to be better. You can’t make everything perfect, but you can take the steps
in the right direction. Acknowledge the shoes and tell your customers what
you’re going to take to improve. Sometimes, these promises are enough for them
to continue patronizing the brand. It shows that the business cares about them
and their concerns.
Responding to negative reviews is a thorough process.
You can’t answer at the height of your emotions. Review your response before
publishing it. You also need someone else to look at the answer and look for
better words to avoid misinterpretations.
The point is that even if there are many reviews, good
or bad, you have to respond. It shows that you care for your customers, and you
listen to their concerns.
1st and featured image from https://www.feedbackexpress.com/wp-content/uploads/2019/01/negative-review.jpg
2nd image from https://birdeye.com/blog/how-to-respond-to-negative-reviews/