Receiving a notification for a negative review can be a frightening thing for a business. Living in the world of online media has given consumers constant access to a keyboard at the tip of their fingers. Online media has opened up two-way communication directly between the consumer and the business allowing for the consumer to go online and say whatever they want, whenever they want, for everyone else to see! It sounds scary, but with the right approach, you can easily turn your bad reviews into opportunities to attract loyal customers.
Whether you receive a negative review online through social media or a product review on your website, it’s equally important to address the review as quickly as you can. From the moment a customer leaves a review, you are left with a crucial window of time to put together a response. By making the customer a priority and by responding, you’ve publically taken responsibility for their negative experience, and you’ve also created a great opportunity to showcase transparency for the rest of your audience.
When it comes to crafting a response for your negative review, it’s important to keep these four things in mind:
Your customers usually aren’t leaving negative reviews because they have nothing better to do with their time. Writing a negative review takes a lot of effort, and if someone has gone out of their way to write one for your business, it usually means they have been upset by a bad experience and are now looking to you for a solution. As a business owner, you’re ultimately responsible for every negative and positive experience your customers have. Remember, as tempting as it is to ignore or delete negative comments or reviews, it’s always best to get ahead of the situation and deal with it. By accepting responsibility and taking action to fix the situation, you can build a glowing online reputation for your business and keep your customers coming back again and again.
Now do you feel ready to tackle potential negative comments in the future? We hope so!