No one likes to find negative reviews about their business on any social media channel or customer review websites, but since you’re not perfect, it will most likely happen. As a business person it’s crucial to know how to react when such happen. Below are five tips to consider when responding to negative online reviews.
#1. Don’t ignore
No matter how harsh the comment is, you should never ignore your customer’s reviews especially the negative ones. If you don’t reply, it appears as though you are unconcerned with customer support, which can be detrimental to your reputation. On the other hand, if you reply it shows that you value and respect your customers. Moreover, if you are too busy to reply, the public will see it as though you don’t care enough. Response is vital.
#2. Cool down first, then make a private response
It’s natural for you to initially feel offended by negative reviews. When responding to negative reviews you should take a deep breath and try not to get emotional and overreact. You should evaluate the customer’s complaint and determine what has or can still be done to address their issue. Take the issue offline and directly talk to the customer. Make sure that the customer knows that you recognize the issue and that you are ready to do what it takes to make amends. The key here is to address the issue as soon as you are aware of it because customers appreciate immediate and tangible action, even if it isn’t a perfect fix.
#3. Consider asking the fan to remove the post
So once the issue has been straightened out, the relationship with your customer has been mended and your customer is once again happy with you, it’s okay to ask them to delete the comment or post a reply that you fixed their problem. Explain to them that negative social media reviews do have an impact on your business and you don’t want future customers to see your business as incompetent. If the customer is satisfied with the resolution you’ve reached then he or she will not resist.
#4. Encourage your satisfied customers to post positive reviews
Encourage customers with positive experiences to post positive reviews to dilute the negative reviews. It’s more likely for a customer with a bad experience to post a review than for one with a positive one. If you have dozens and dozens of glowing reviews and a few negative ones (with replies about how you tried to resolve the issue), your prospects will realize that nobody is perfect and also that haters will hate and in the end, give you the benefit of the doubt. If your business does a good job then this should be easy.
#5. Banning
Banning the customer should be the last resort. This should only happen if the customer is negligent to your customer service attempts in trying to make things better or is hostile. Just because someone is unsatisfied with your services doesn’t mean they can say or do extreme things.
Always remember that your customers have the right to voice out their opinion about your services. However, be it positive or negative, you should always try to fix and maintain a good relationship with them.