How To Respond to Negative Reviews

You checked your online reviews and found a Negative Review. Ugh!

Your reaction might be that you are pissed off because this person left you a negative review.  They may be complaining about something you have no control over, such as having to pay to park on the street.  Or they may have a legitimate concern.

I understand that this can be very frustrating, especially when they are posting on multiple review sites.

There are many different reasons why someone will post a negative review online, and some of them have nothing to do with what they are complaining about.

The worst thing you can do is to argue with them on the review site.  This just puts you in a bad light and any future customers who read your response will be turned off.

 

So, what do you do about the negative review?

There are two steps you should take.

First, post a reply that acknowledges what they said.

Don’t start an argument.  Offer to remedy the situation by reaching out to them.

Here is an example of a response from a medical office:
“We sincerely apologize for your experience and we assure you that this is not the experience we want for any patient. One of our caring staff members will be reaching out to you shortly to discuss this issue further. We look forward to speaking with you soon.”

Notice how this is non-confrontational.  They acknowledge the customer’s experience.  And they offer to work with them to resolve it.

Second, focus on getting good reviews from more customers.

The more positive reviews you have, the less impact the negative review will have.

Think about it.  If you have a 3 negative reviews and 2 positive reviews, those negative reviews will have a big impact.

When you have 3 negative reviews and 30 positive reviews, those negative reviews don’t have nearly as much impact.  The negative reviews get diluted by all of the positive reviews.

How do you get more positive reviews?

You need to have a plan in place to ask for feedback from all of your customers. 68% of consumers will leave a review when asked.  You need to be asking your customers for feedback.

You’ve probably heard something like “When someone has a good experience with your business, they may tell one person.  But if they have a bad experience, they’ll tell everyone.”

For some reason, bad news spreads much faster and wider than good news.  I don’t know why that is, it just seems to happen.

What do you?  You have to make sure you have a plan in place to ask all of your customers for feedback. That way the people who had a good experience are much more likely to give you good feedback and post a positive review about your business.

The process needs to be as automated as possible.  You can’t just ask them to leave a review for your business because people get busy and they forget.

What you can do is automate the process so that a text or email is sent to them after their visit asking for feedback.  When they give you feedback about their experience with your business, the system will then give them the opportunity to leave an online review.

The more people you ask, the more likely you are to get more positive reviews about your business.  So ask your customers for feedback!

~ Heather

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