Negative reviews can be crippling to a local business—especially if the business has few reviews, to begin with. Even worse?
Negative reviews that go unresponded. Dealing with negative reviews doesn’t have to be hard, and it can even be leveraged as a marketing and branding opportunity to get more reviews.
Why respond to a negative review?
Because nobody likes to get a bad online review. As a business owner or employee, no one likes negative review about a business, the first reaction might be to take the reviewer’s comment and low-star rating as a personal insult.
10 Ways to Deal with Negative Reviews By Customers:
1. Respond Promptly: Promptly responding to negative review shows that customer with care and value for their opinion
2. Take the Issue Offline: Depending on the problem, rather than respond to an adverse review by leaving a public comment, it may be better to reply privately via email or phone.
3. Be Polite: Negative review, particularly with expresses and a strong opinion. Take time to collect thoughts and respond to customers like, “Thank you for your valuable feedback.
4. Request to Reviews Be Removed: Most customer rating and reviews sites will not allow removing reviews. In case of the defamatory or vilifying, request that the site will take it down. 5. Monitor Online Presence: Online reputation monitoring tools example ( Social Mention, Reputology or Review Trackers) which can help to monitor online presence.
6. Understand How Rating and Review Sites Work: Each consumer rating and review site has a particular way of filtering and ranking reviews. Like Yelp, Tripadvisor, Chris Loomis etc.
7. Need to Take Negative Reviews Seriously: Customer Who leaves negative reviews aren’t out to defame, they merely want to express their opinion about the experience.
8. Encourage Customer Reviews: The impact of a negative review, encourage customers to leave reviews. However to influence them by asking that they leave only positive reviews. Yelp ardently discourages such practices.
9. How to See Good in a Bad Review: Negative reviews can benefit anyone business. If a review is positive and abounds with four- and five-star ratings, it makes a customer suspicious and the feeling about the reviews.
10. Share Reviews with Employees: Sharing both positive and negative review with the employes which not only helps to prevent similar problems in the future, it also builds a customer-centric mindset among employees.
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