Did you know 93% of consumers read online reviews before making a purchase? And 86% of those consumers hesitate to purchase products/services from businesses that have negative, unresolved online reviews?
This is why it is SO important to stay on top of those negative reviews and address them as soon as possible! Online reputation management is ESSENTIAL to the success of your business. Of course, receiving negative reviews on your page is never fun but what counts is that the negative review gets addressed and promptly responded to. Do you know what is impressive? When you come across a negative review, the company has answered promptly, addressed the issue, and provided a solution. It indeed shows people your company cares and helps reassure those new leads scanning your reviews page that you are a high-quality, human business. Here are some tips on how to respond to negative reviews:
TONE IS EVERYTHING. You can’t please everyone. There will always be unfair and one-sided reviews. Keep calm and make sure your tone remains caring and professional to neutralize a negative review’s effects. Remember, this response represents your company! Both your potential customers & current customers will see this response. Even if you are technically right, it’s not worth it to argue back.
BE A PROBLEM SOLVER. Make sure you address precisely what the customer explained they are frustrated with. Be genuine and transparent. Try to explain (if there is one) AND a solution. Go out of your way to make amends with that customer!
LISTEN. Seriously consider the fact that what the customer is saying might be true in some cases. Always be open-minded and don’t assume off the bat they are exaggerating. Put yourself in their shoes. If many of your negative reviews mention the same thing, it might be time to look into changing that! As your business grows, there will be times when change is essential to your business’s success. This ‘issue’ could be driving current or potential customers straight into the arms of your competitors.
RESPOND QUICKLY. Set aside the time to go through your reviews as often as possible. Try to respond to all reviews within 24-48 hours! The sooner, the better. Again, this is something that will speak volumes about your company, showing people you genuinely care about. Stay on top of reviews!
It’s essential not only to be responding to negative reviews but positive reviews as well! If someone takes the time to leave you a fantastic review, say thank you and show your appreciation!