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How to Respond to a Negative Review

No one likes a negative review...but ignoring it is the worst thing you can do.


You got a notification saying someone posted a negative review on your page. Do you panic or get angry at them? Or do you just plain ignore it?


NO.


You must respond to them in a collective manner, because not only will it be seen by the customer who wrote the negative review, but anybody else who searches up your business will end up seeing it as well.


By responding, you show all of them that you care about your customers, and are actively trying to solve customer problems and concerns.



So how do you respond?


“Responding is as easy as 1-2-3. Follow these simple steps

Investigate


Look into it and investigate the matter at hand if you can and find out what actually happened. Was it related to the product or staff?


Finding out the most you can will help you take proper actions.


Apologize


Apologize directly even if it may seem bogus. Let them know that you had heard them and what you've done to try and fix it.


Offline Conversation


Ask to continue the conversation offline and private whether it's through email, direct message, or phone call.


(ie: "So we can see how we can resolve this issue for you, we'd like to know exactly what happened. Would you mind sending us a quick email or contacting us directly at (xxx) xxx- xxxx )


This shows to everyone that you're at least trying.


KISS


Keep it Simple, Silly


Don't go into much detail or questions directly on the post. You don't want more negative feedback showing up to potential customers. Keep the post to a max of three sentences.


Look For Common Patterns


If you're getting a lot of bad reviews about the same thing, there's a chance you need to improve that aspect of your business. Though it may hurt at first, think of it as a cry for help from your customers that something needs to be fixed or that something is wrong with the system.


Don't mention name


As a rule of thumb, don't mention your business name in the response. You don't want that negative review showing up when people look for your business in the search engines.




So there you have it, just follow these steps and you'll be sure to counteract those negative reviews in a professional, yet also beneficial way.


As a side note, if you want to help prevent a lot of the bad reviews from being posted to begin with. Try getting a Review System in place, it will have these reviews get filtered and go to you first, so you can follow up and try to fix their problem before it escalates more.


Check it out here.






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