How to respond to negative customer reviews
Negative comments and reviews can be incredibly frustrating and even hurtful, but it's important to keep in mind that those who leave them are often not your enemies. In fact, they're usually just customers who had a bad experience with your business or product. While you need to address the issue, don't forget that there could be something valuable hidden within their feedback. You may discover an opportunity for growth if you look closely enough at what is said. Here are 5 tips from experts about how to respond appropriately and professionally when faced with negative feedback online:
1. Respond with a personal message
No matter how negative a review is, it's always a good idea to start off with a private message sent to the reviewer. This allows you to clarify any misunderstandings and express your side of things without hurting the person's reputation online. Once you establish this rapport, it will be easier for them to see where you're coming from.
2. Offer to do something for the customer if they are not satisfied
This can show that you are willing to go out of your way for the customer and that negative reviews don't necessarily mean negative consequences. If this leads to a constructive conversation, it could give you insights into how to improve or change your company's policies so that negative experiences become less common.
3. Apologize and ask them to contact you directly with an email or phone number
Saying sorry can go a long way in showing customers you care about their negative experiences. It will also remind them of the good times they had with your business. Additionally, this is an opportunity to learn more about what went wrong and fix the issue so that it doesn't happen again.
4. Provide additional information about your company's policies, including return policy, warranty information, etc.
It can also be effective to put up links on your page to policies, FAQs, or product information that customers might not know about. This will show them you are taking steps towards correcting negative perceptions of your business.
5. Send them a gift card or product as an apology
Just because negative feedback hurts doesn't mean you have to take it personally. Sometimes a gift card or product sent free of charge can be just what's needed to turn a negative experience into a positive one.
Once you've built back the trust with your customer, ask them if there is anything else you can do for them before closing off the exchange.
Negative reviews can be devastating for any business. Luckily, many of the negative review responses that succeed are those that go above and beyond to make amends with an unhappy customer. Responding personally is a great way to show you care about your customers' feelings - not just their money! If this sounds like something you need help with, or want more information on, contact our team today or email us [email protected]. We would love to discuss how we may be able to provide assistance in managing your online reputation among consumers who have left bad reviews about products they purchased from you!
