In today’s world, getting reviews is a certainty, and if you are a business – we are sure you hope for them like the rest of us.
Unfortunately, getting a negative review will most likely happen at one point or another during the life of any business. It’s not necessarily because you earned it, but simply because everyone has their own opinion, and with the popularity of social media and other review sites, those opinions can easily be shared.
Now, having that knowledge, the question is: how do you respond, if at all, to negative reviews?
1. BUILDING BLOCKS:
Always use negative feedback as a building block for your business, and let your current customers know that, if there was a mistake on your part, you are going to make sure it doesn’t happen again. Own up to the issue and describe how future customers will not have to face it. Additionally, offer to fix the issue at hand.
2. KNOW THE LANDSCAPE:
Figure out which sites let the owners respond to, delete reviews from, edit reviews, etc. Knowing this will allow you to be better equipped at quick responses so your customers do not think you are avoiding their concern. Make sure that you check these sites often – you do not want to let something sit, unanswered.
3. FIND THE SILVER LINING:
Out of every negative should come a positive. Most negative reviews have a truthful ‘nugget’ in them. Look past the review to the real issue the customer had. Make sure you address this issue to prevent it from happening again.
4. DON’T LET A SMALL FIRE TURN INTO A BIG ONE:
One of the worst things you can do is to ignore the negative review – it’s not going to go away. Even if you think the review is a minor one, or untrue, do not ignore it as it will usually only lead to a larger firestorm across other platforms. Find the review at its source and respond there directly – you want to make sure the disgruntled customer knows they are being acknowledged.
5. LEAVE IT THERE:
On that same note – absolutely DO NOT delete it. This is quite possibly the worst thing you can do as a business owner. You will only further irritate the reviewer, to the point that he/she will tell every single person they know how awful of a company you are – and they will not leave out the fact that you only allow for positive reviews. Furthermore, people will no longer believe the positive reviews on your business, assuming all negative reviews are simply deleted.
With social media being as dominant as it is, reviews have become a huge part of business. Potential customers will go to a review site to hear what others have to say about your business. Often times people say that they have a hard time believing a business’ reviews are 100% genuine when they are all positive; seeing a negative review here and there makes the positive ones shine even more.
So, next time a negative review is left about your business – remember to respond right away, admit to your mistake, offer a solution to the problem and thank the reviewer for their feedback!
Do you have any other tips/suggestions on how to handle negative reviews/feedback?
If so, please share in the comments below for our readers to benefit from!