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How Can Negative Reviews Be Handled Effectively?
Every business will experience a negative review from time to time. It is not the end of the world, in fact, it's not the negative review, but how you deal with it that counts. There are right and wrong ways you can handle a negative review. When you get it right, you can turn a negative into a positive.
With ninety four percent of consumers stating that negative reviews do make them think twice before engaging with a business, it provides how important it is to handle negative reviews effectively. Many consumers feel that a negative review causes them to doubt the quality of a business.
There are a few important things you should do to ensure you handle any negative review effectively.
If your business receives a negative review, it is easy to take it personally, even though it feels like a direct insult. There are many reasons why a consumer may leave a bad review, from having a really bad day, or maybe they are correct in their review. When you take negative reviews personally, it can trigger an angry response, which you may regret down the line.
If you have just gone onto your social media page or your Google My Business page and found a negative review, you probably want to respond immediately. Receiving a negative review will impact your state of mind. It is important to take a bit of time and think about the review. It's important to take some time, think about it, and reply when you are thinking clearly.
It is always a good idea to change roles with your customer, putting yourself in their shoes. Negative reviews are usually only left for a good reason. It is important to try and see the problem from your customers point of view. This will give you ideas on how to respond to the review, while resolving the problem. Understanding the problem helps you become empathetic, enabling you to respond in a professional and personable manner.
You may want to completely ignore the review, pretend it's not there. It is essential that you respond to every negative review. Sixty one percent of consumers state that getting a response from the company is a good reward. Customers need to know that they are important to your business.
Having a bad review on the internet for the world too see is very scary. At the same time, when negative reviews are made public, it shows you offer your customers complete transparency. If you have made contact with the customer privately and resolved the problem, ensure you publish a response, including the main points raised, your apology, and thanking them for their feedback. This shows you have acknowledged and understood your clients issue, along with doing what you can to resolve the problem.
When you respond and resolve a negative review in a timely manner, you can ask the client to modify their negative review, turning the negative into a positive. This should not be done with every negative review and it is recommended to do it in private and based on a case by case basis. When you hold a conversation with an unhappy customer and they are happy with your response and resolution, they may be happy to update their review, or edit it to include that the problem has been resolved and they are now happy.
Remember that a negative review is not a personal attack and should not be taken to heart. There are a number of ways to turn a negative review into a positive. Remember to sit back, take a breath, and see the problem from the clients perspective. Always respond to negative reviews, remaining professional at all times.
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