Online customer reviews are very important for any business, especially for trades. Many people will read about 10 reviews before deciding whether to do business with a business.
No one likes receiving a negative review, but this can happen and it may feel frustrating and hurtful.
In this blog we share some tips on how to deal with negative reviews:
Don’t ignore negative reviews
The first step in dealing with online negative reviews is acknowledging the negative review and learning from the mistakes. Moreover, if you ignore a negative review, a customer will likely share it with others, damaging your business reputation.
Mistakes can happen, so if you did something wrong you can apologise and even offer the customer a refund.
You can also take this opportunity to learn about what happened and how to improve those areas of your business that are not working.
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Respond in a calm, polite and professional manner
If you have received a negative review from a customer, it is important to respond as quickly as possible and take action to resolve the issue. Waiting longer will only serve to show potential customers that your business is ignoring negative feedback.
It’s important to remain polite and professional, even if you are infuriated by the comment.
Responding with anger will only escalate the problem. Instead, respond in a friendly and informative manner, identifying your role within your business. If the reviewer is angry, try to show that you were able to address their needs or concerns.
Make sure to use appropriate language and avoid errors or capitalisation. Being polite may turn an angry customer into a loyal customer.
This will help to limit the damage done by the review. The key is to convey a message of genuine regret and a positive image of your business.
Do not take negative reviews personally
Understanding the reasons for a negative review will help you improve your business. As a business owner, you should also not take negative reviews personally (we know this is very hard!).
As your business grows, you will encounter more negative reviews. Even five negative reviews can affect your business negatively, so you should never take a bad review personally. Your business might not be right for everyone and it is important not to let it get you down.
Wrapping up
Responding to negative reviews can be challenging, but it is essential for any business to respond to feedback. While it is difficult to please everyone, you can use the feedback from customers to improve customer service. Responding to online negative reviews can make a difference in the future of your business.
A good response can show that you are engaged with your business. It is also a great way to boost trust among your customers. In fact, some businesses even provide direct contact with the customer in order to respond to their concerns.
Additional useful information
The tricky ones, when customers turn bad
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