Receiving a not-so-positive review is an inevitable part of owning a business. At some point, someone is going to be less than pleased with your service or product and will feel the need to let others know about it, most likely on the internet. This is important because studies show that 9 out of 10 customers are likely to read online reviews before visiting a new place of business. So, what should you do when you inevitably get that negative online review?
Negative reviews illustrate to readers what may go wrong with a product or service and how your company reacts to that situation. A quick response is smart; it allows you to address the concerns and hopefully save the relationship. Respond in a way that is both genuine and on-brand. Investigate where things went wrong, if necessary, so that you know the full story and can better understand the circumstances from the point of view of the customer.
When responding, be sure to apologize and thank the customer for their feedback. Avoid making excuses or sounding defensive. Your goal here is to save the relationship of the reviewer and to demonstrate to readers that you are committed to keeping your customers happy.
Remember that every negative review is an opportunity to get feedback on your business. Respond to each comment personally and thoughtfully and it could help market your company. Potential customers will see that your organization may not be perfect, but you are willing to take responsibility for mistakes and work to make things right. For more tips and information on negative reviews, check out the accompanying resource.