When you go into business, any kind of business, you are going to attract reviews… Hopefully. In an ideal world, all of these would be glowing. Sadly, this is not an ideal world, which means that once in a while we are going to attract a negative review – fairly or otherwise. For service based businesses, site design is a common complaint but that’s one we can eliminate . Leaving reviews for a business has gotten incredibly easy over the years which is both a blessing and a curse, especially with how public they are – including the ones you’d rather disappear. So, how should you respond to negative reviews?
First of all, just as with anything else in our lives that is negative, ignoring negative reviews does not mean that they are going away. If you simply ignore them, guess what? You are doing so very publicly, and the public is very quick to judge. Replying to only positive reviews shows you are not capable of learning from or listening to the people that are giving you their money and their feedback. You should respond to negative reviews too, always.
There is possibly no faster way to turn away prospective customers than to ignore issues raised by an existing customer, in front of them. Instead, you should make a conscious effort to respond to each and every negative comment and review that you get. You shouldn’t delay either: if you respond quickly it shows attentiveness and a willingness to engage with the customer.
This gives a very good impression and may even trigger more positive responses later. It’s not always easy to be the bigger person, but if you want to show you and your business in the correct light then you don’t have much choice but to respond to negative reviews.
Respond to negative reviews and solve the underlying problem
When we respond to negative reviews, it’s rather easy to simply respond to the review itself. That does sound like the point but what we should really be doing is solving the problem that was raised in the first place. You should endeavour to address and solve the issue personally, if at all possible. If it isn’t possible, for whatever reason, then redirect the customer to another member of your team will definitely be able to help – the customer doesn’t want to be passed on the first time, let alone twice.
Addressing the issue yourself shows that your company is a company that cares about it’s customers. Of course, it’s not always possible to do things yourself but doing things quickly is the next best thing.
Negative reviews are not just people throwing rocks at all of your hard work, they are genuine customers with genuine concerns. Good reviews, and the bad ones are great ways to see what we are doing right and what we need to be doing differently and in may not have to respond to negative reviews again.
In fact, bad reviews are an excellent way to improve your business so that you not only get it right next time, but you also exceed the given aim too. Respond to negative reviews and taking them as an opportunity to improve is a step in the right direction for any business and remember – it’s nothing personal.