Here’s one way to manage negative reviews online.
With so many review sites and opportunities that customers can utilize to post their experience or opinion of a business it's absolutely crucial for business owners to stay in-the-know with their individual online visibility rating(s).
If you are a business owner or someone who is in charge of communications for a business, you will find our quickly that you can't please everyone. There will always be someone who is not a fan of your service, product, food or location. When you come across a low star rating or negative review it's important to respond in a professional and positive manner. One way of doing this would be to formulate a personalized reply to each low star rating or negative review, encouraging a more positive outcome or perhaps, updated review/response.
I went ahead and created a step-by-step list to help you respond to a negative comment or review.
1. Write a short-positive (non-confrontational) reply showing that you have acknowledged and understood the issue(s) or concerns.
2. Thank the customer/client for their visit and for taking the time out to provide feedback.
3. Be sure to show sympathy if they've had a terrible experience.
4. Assure them how you plan to resolve the issue.
5. Sincerely apologize and offer to make things right with the customer (perhaps a discount or free service/entree/product to welcome them back).
NOTE: When responding to a negative review or low star rating online, you want to avoid including your business name in the reply because if you do - the negative review is more likely to populate and be found/recognized in search engines.
Here's an example response I've put together for a negative review.
Hello [Customer Name],
Thank you for taking the time out to share your feedback. I am very sorry to hear about your recent experience as this is absolutely not the standard of service we strive to give our customers. We appreciate our customers/clients and work to maintain a high level of customer service, quality and trust each and every day. [Customer Name], I would like to make up for your disappointment. Please feel free to contact me directly. [Name, Job Title, Email Address and/or Phone Number]. I look forward to hearing from you.
[Your Name]
I hope you found this post helpful.
Wishing you all the best with you business!
Sheena L.A. | Founder, Online Social Maven