Negative reviews can cost you a great deal of business, but not knowing how to respond to them can land your business in a big trouble. So here are a few dos and don’ts of handling negative reviews.
Since over 88% of people trust online reviews as much as personal recommendations, there’s no way that you cannot think of dealing with reviews seriously. Online reviews have now become a strong social proof of your business that majorly influences customers buying decision. Hence, having a bad review is a nightmare for business owners who don’t know the right way of dealing with bad reviews.
The Don’ts while dealing with negative reviews
- Don’t take it personally:
The first step towards dealing with a positive review is by not taking it personally and knowing that the customer has written about your business and not about you. So be polite and deal with it.
- Don’t get defensive:
Responding to a negative review in anger doesn’t do any good. Infarct, it can add fuel to the fire and can make the situation worse for your business. Keep calm and deal with the situation in a professional way.
- Don’t ignore the issue:
Being unresponsive to a negative review will make your customers feel angry and they would never like to do any business with you. It also makes potential customers feel that you do not care about your business and have a bad customer service.
- Don’t start an online battle:
Don’t get pulled into an online battle when dealing with a bad review and a customer who is very angry about having a bad experience with your business. So respond nicely and tell the negative reviewers that you are happy to help them. Doing this will make the other customers feel that you are responsible and are not interested in picking up a fight with the customers.
The Dos while dealing with negative reviews
Now that we have told you about the don’ts, read about the things that you should do while handling negative reviews.
- Acknowledge the issue:
Usually, when a customer writes a negative review, he wants you to hear to him out. So before you try to understand the problem, acknowledge the issue and apologize for the inconvenience caused. Show them that you genuinely care about them and the business and assure them that they won’t face any problem the next time. Apologizing to the customer can change their mind and turn a negative review into a positive one.
- Analyze the complaint:
When you come across a negative review, analyze the complaint. Try to understand what the customer has written talks about the whole picture or not. Talk to your staff and know the issue they faced while dealing with the customer. First be clear from your side and then respond to the review in a polite way.
- Promote your business in a positive way:
Frame your response to the customer in such a way that it talks positively talks about your business. Tell them that their experience is rare and you would try your best to sort the issue on an urgent basis.
A response such as ‘We are one of the top 3 restaurants in India and reviews like yours help us understanding our business well and do a better job at it.’ So responses like these help customers feel valued.
- Reach out to the customer personally:
One of the best ways to turn a negative review into a positive one is to reach out to customers personally. So while responding to a negative review, you or your employees should ask the customer about their number or email ID and try and reach them out personally to explain the whole situation and apologize.
- Generate positive reviews:
Positive reviews help you in concealing the bad reviews and instead build a strong social proof. Use a review generation tool that lets you send an email to your customers asking for a review. Here’s how you can get more positive reviews.
Use negative reviews as a learning experience and see how dealing with them can turn them into a positive one and be a good thing for your business.