Online reviews do matter, and we all know it. We understand how and why they heavily influence the terms of natural visibility of a business in every search engine. In addition, customer evaluation impacts the end-result of a business by influencing the decisions prospective customers make on whether to get services from the business or not. Like their effect in the marketing world, reviews not only offer customers a better proposal of the success and quality of a particular service, product, or business. They also strengthen customer relationships and create better customer experience, which is something every business owner is after.
Concerning this, all companies must be ready to engage and accept good or lousy customer reviews. Responding to optimistic reviews can be a walk in the park, but it’s easier said than done when it comes to negative reviews. Taking harsh criticism can be a hard pill to swallow, and it’s even more complicated if you’re dealing with angry customers who can at times be stubborn. In light of this, we offer you the best strategies for replying to negative reviews in this article, so go ahead grab a cup of coffee and read on!
- Reply Quickly to Negative Reviews
We’re sure you’re familiar with the phrase “time is money’’ and where responding to negative reviews is involved, this phrase hits the bull’s eye. As a business owner, you’ve got to be on top of many things like running your daily errands, serving your customers, and overseeing and motivating your employees for the better part of the day. However, this doesn’t mean that the negative review you saw posted last night on your business’s social media platform should be taken lightly.
Acknowledging negative reviews in a timely fashion is crucial for your online reputation. If the customer felt disappointed enough to post a review of your business, you should take this seriously and respond to their negative review. Focus on responding within the timeline of 24-48 hours after the review has been posted because this way, the quicker you’ll react, the more genuine your words will feel to them.
- Recognize the Customer’s Complaint
As a business owner, you’ve probably been through hell, sweating, and bleeding, trying to build a small business from the ground up. It’s natural for you to feel attacked by a negative customer review. It can dent your online reputation, and the all-star ratings you’ve received so far might feel nothing compared to that one negative review. Always remember that the business is yours to run, and not every customer that walks in will be 100% satisfied with your services. It’s important to keep your emotions in check and read their reviews objectively, and in your replies, recognize their bad experiences.
Concerning this, showing your customers eagerness to see things the way they do can make a big difference in how they perceive you. This is also an incredible way to present your business ethics to prospective customers, offering them a taste of your personality. If a customer feels dissatisfied, remember that showing empathy can be of great benefit to your brand in the end. There’re many simple ways of dealing with this, such as mentioning something like, “we apologize for any poor experience you’ve had with us.” This way, not only will you make them feel heard, but you’ll also be building good customer relationships.
- Respond Thoughtfully to Customer Complaints
In addition to recognizing and quickly returning replies to all review responses, you must give a thoughtful response. This includes feedback left on third-party review services such as HissingKitty. All customer reviews are essential and even more so when they’re negative. It would be beneficial for a company, such as Sam’s Club, to review and respond to all customer complaints. The information relayed in these reviews will help understand the rough and painful points customers experience daily with your business. Ensure that you avoid “mechanical responses” by first acknowledging their efforts to convey their complaints. After doing this, address the specific issues raised, while highlighting some of the plans you must make changes based on the new insights brought to you.
In today’s digital advertising era, all brand owners will encounter the problem of dealing with a negative review. A negative customer review might occur despite you putting in the hours to satisfy your customers and delivering excellent services.
We hope this article has given you the necessary knowledge to make lemonade from the lemons disappointed customers are throwing at you. Finally, are you familiar with other strategies for responding to negative customer reviews? Please share with us by leaving your comments down below.