Someone left your business a bad review and your response has made the situation worse
When you’re operating a business online, not everyone is going to like your product or service. Or there will be a day where you or one of your employees are in a bad mood and somehow this got transposed onto the service performance with a customer. Anyhow a bad review occurred, it’s posted, and so here are some tips and tricks on how to respond to negative reviews:
A response is necessary
First, know that responding to a negative review is a must and improves the reputation of your business. There is no way out of not responding to a negative review, you must reply and admit your mistake or fault if that’s what happened.
In addition, your response needs to emphasize why your service is great and if necessary what you’re going to do to improve the experience. Note, you don’t need to expect that your response will improve the reputation of your business in the eyes of everyone.
Swallow Your Ego
Your response to a negative review needs to start positive such as “I appreciate your feedback” and either “here’s what we’re going to do about it” or “but here’s why I disagree.” Show empathy in the response, try, to make it heartfelt, and make the customer feel like their post meant a lot to you.
Now, I know a lot of you business owners are reading this anxiously thinking “many negative reviews are just from customers devising excuses for a refund.” However, even if that assumption is true, use it as a practice to break through your ego and write up a quality response to a seemingly real issue.
Focus On The Product Or Service
Truly take the negative review as an opportunity to improve your product or service experience. The fact that someone got so frustrated to write up a negative review is telling us that at least something can be improved.
Responding to negative reviews is important, don’t let much time pass before responding thoughtfully. If you want to track all reviews ever posted about your business anywhere online and be notified immediately about any negative reviews, then you need Irevu. Irevu helps your business generate more reviews and rank higher on a search to gain visibility.
Irevu is a review management system originally built in Miami, Florida, where the competition between hotels and restaurants is fierce. Miami is a tourist market where reviews are critical to making or breaking the reputation of a business. In such an environment Irevu was borne, and here’s its track record: Mondrain Hotel South Beach Miami avoided a 1-star drop thanks to Irevu. In addition, it doubled the number of its reviews in just 2 years. Ori’Zaba’s Scratch Mexican Grill in Las Vegas increased its average star rating from 3.6 to 4.6 thanks to Irevu. Tenant Evaluation a virtual assistant service increased its number of reviews from just 200 to 2,100 and resolved +400 negative reviews thanks to Irevu. Finally, an Allstate Insurance branch went from 0 reviews to ranked #1 on Google search for insurance, thanks to Irevu! If you need a review management system, Irevu’s got your back, there’s no substitute. Improve your star rating and increase the number of reviews posted about your business by making it easier for customers to leave feedback.
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