How To Handle A Negative Online Review
One of the uncontrollable parts of business comes in the form of reviews and that is why our blog for today will be “How To Handle A Negative Online Review”. It’s important for you and your company to know how to handle a negative review when it comes in. Although this isn’t a “fun” topic, it will help with customer retention and aid your company with driving new business. Chances have it even the best business will get hit with negative feedback at some point. We at Rezz Tech frequently observe companies who do nothing about their reviews, good or bad. Reviews are not hard to manage and can save your reputation.
Chances are the first thing you do when choosing a new company for a product or service is look up the reviews. It’s a natural tendency these days to go straight to the review section to see if you should give someone a chance. Therefore, it’s imperative that your company responds to every negative review it receives. Think about it this way… if you don’t respond to a problem, people will perceive that as a response. Individuals like to be heard by venting online. If your company is actively responding, it not only shows the disgruntled customer you care, but future customers as well. Don’t just respond to a review though, fix the problem. It’s a very good idea to take a review discussion into a private setting such as a social media messenger or email. This gets the conversation away from public eyes, while making your responses more personal for the attention-seeking customer. Once the situation has been resolved and the customer is happy, politely ask them to reevaluate and fix the review they left. Most of the time a review can be corrected depending on the platform it was left on.
Addressing The Review
When addressing a negative reviewer, it’s imperative that you know how to respond appropriately. Reading a review that is inaccurate or false can be frustrating. Make sure that you’re never angry while responding. It can be evident in the comments which will only make matters worse. It’s a very good idea to create a standard list of responses to use that are both professional and understanding. Pick a response that works and customize it for the situation at hand. You shouldn’t use the same reply for every review because it will seem automated. Creating a list would save time and help you start your feedback.
At the end of the day, you and your company should critique your brand through the reviews it receives. While a negative review may be unwanted, it will give you valuable insight on what your company needs to improve on. As always, thank you for taking the time to read our blog “How To Handle A Negative Online Review”. We will be back next Wednesday with a fresh new subject to talk about. If you have any recommendations for future blog topics, we would love to hear them in the comments below. Please follow and like us on all social media platforms for up to date digital marketing news and specials. Happy New Year!