Are Negative Reviews Really that Bad?
When someone is reading reviews, they are usually preparing to make some sort of purchase – they are past the point of casual interest and into research. They are making final decisions at this point. A single negative review at this point can eliminate your company or brand from the competition.
Consider it as an Opportunity
Respond to any and all negative reviews. You rarely get a chance for guaranteed communication with your potential clients. Besides, how you respond to problems can be important information for potential clients to consider.
5 Tips for Responding to a Negative Review
1. Listen – A good response requires listening. You need to make sure you are constantly monitoring what is being said about your company across all networks, not just review sites. Consumers are quick to complain on Twitter and Facebook just as much as Yelp.
2. Empathize – It is important to understand the customer’s perspective. A good response seriously takes into heart the customer’s problem and offers to resolve it in some way.
3. Be positive – It is good practice to remind the customers what the positives about your product or service; try to show the bright side.
4. Respond offline – After initially responding in public, attempt to take the conversation offline for a private solution. The last thing you want is to have a public argument, which leads to point number five.
5. Have someone reread – You want to make sure your response is level-headed and appropriate. You don’t want to come across condescending, rude, or helpless. Have someone go over your response to make sure what your response comes across as you intend.