Consumers can be really quick in posting a negative review online, much more often than a positive one. Negative reviews can be useful in helping you out with improving your business and doing better in the future. But, it can also dent your public image to a great extent. Hence, you will have to deal with a negative review promptly and tactfully. Negative reviews can have a very bad impact on your business and can be hurtful to deal with, personally.
However, you can turn the situation around. Here’s how to react to negative reviews to save your business from bearing the brunt-
- Decide whether or not to respond
Some reviews are not worth your time. If they’re posted by someone whose feedback is clearly illogical, it is better to ignore such feedback. When looking at a negative comment, try to understand the real motive behind posting it. Is it a real incident or is it someone with the motive of simply trolling the company?
- Respond ASAP!
When you spot a genuine negative review, responding to it promptly makes the customer feel privileged; as it shows them that you care and value their opinion. Answer your unhappy customers and accept that you have made a mistake. Offer your apologies, even if you think that the negative review is exaggerated. Whatever be the case, evade getting into an argument with your unsatisfied customer, as it will only make things worse.
- Tackle the issue offline
Certain situations cannot be handled online; in such times, it is better to resolve the issue offline. Depending on the situation, you will have to judge if it would be better to reply privately via email or phone, or online. Acknowledge the post, then ask politely for their contact information or provide your own contact, to tackle the issue offline.
- Resolve the issue
In case the customer’s concern is justified, offer them some compensation. For example, you can replace a product the customer is unsatisfied with or offer a better service another time. Even if the compensation that you offer doesn’t satisfy the customer, it will at least work as goodwill and put you as a company that values and cares for its customers.
- Diagnose the fault
Once you are done sorting out everything with the customer, try to understand why the mistake occurred. And if there’s a fault at your end, try to improve on it, so it doesn’t happen again.
The best way to resolve negative feedback is to listen to what’s being said, not to get defensive, and to politely respond to it.