Seven Practical Tips for Handling Negative Reviews for Your Business

The internet has made it easier than ever for customers to let businesses know how they feel about products and services. No matter how hard you try, it’s nearly impossible to escape at least a few negative reviews. While positive feedback is gratifying and doesn’t pose much of a challenge to respond to, negative feedback is trickier to manage. 

It is critical to handle negative reviews tactfully whether the service was lacking, the customer received a defective product, or the reviewer was just having a bad day. Social Stamina has compiled seven simple tips to keep in mind when responding to negative reviews online.

Respond Quickly To The Review

Respond to ALL reviews within a few days of being posted, especially those that are negative. The longer a review sits without a response, the more damage it can do to your brand. Reacting fast shows you care and take the time to make sure your customers are satisfied. You’ve got a good shot at winning a customer’s favor back if you acknowledge their complaints quickly.

Acknowledge The Complaint And Apologize

It’s easy to become defensive when someone complains about your business, but don’t take it personally. Mistakes happen, and it is good practice to own up to them rather than point fingers. Other customers who come across the exchange will see your mature solution to problems as honest and trustworthy.

Keep It Classy

Professionalism goes a long way for reputation management, so be nice and respectful when communicating online! You might even find that offering a product or service free of charge is worth the cost for customer satisfaction. 

It's important to note this DOES NOT mean offering something in exchange for a positive review. Doing so could put you in hot water with the Google Gods – it is against their terms and conditions to compensate consumers for reviews.

Do Not Fight With The Reviewer

Whether you receive an honest or dishonest review, nothing good comes from fighting about it. Such behavior is the quickest way to turn potential customers away. If you find avoiding a conflict difficult, this is an instance where walking away from it for a day is in your best interest.

Take The Conversation Offline

If you’ve followed all of these steps and the reviewer continues to be unpleasant, it may be time to email them or chat on the phone. This more personal means of interaction continues the conversation in private and prevents further negative comments from piling up.

Do Not Beg For A Positive Review

It is tempting to ask people to leave a positive review, especially when trying to hide some hate you may have received. This swayed feedback comes across as disingenuous instead, something you never want your brand to be.  

To avoid sounding pushy, share a post that asks those who would like to provide general feedback. Some appropriate terms include: Let us know how we did, and we would love to hear about your experience. You tend to get more positive and honest reviews from this more indirect approach.

Respond to the Reviewer with Media

Media is a great way to show the reviewer that you care about their wellbeing. Share a video or picture that addresses their concerns, explains your resolutions, or showcases business improvements. People engage with content, so why not use that to your advantage to maintain and create new connections with customers.

Nobody enjoys getting negative feedback, but how you handle them reflects the value you have for your customers and experiences. Social Stamina itself thrives because of our reviews – both good and bad. If you’re interested in reputation management services, call us at 848-444-1393 to set up a FREE consultation.