How to respond to a negative review for your business.
Getting a negative review can be a major downer for any business owner. You work hard each and every day, but most businesses will eventually get a customer whose expectations can’t be met, or perhaps you just screwed up on one. Regardless of the reason your business received a negative review, we’re going to help you turn this negative situation into a positive one!
Step 1: Respond quickly.
A quick response can show your attentiveness and care for a good customer experience. By responding to the negative review quickly, you also offer a better opportunity to resolve the issue and turn that one-star review into a five-star review.
Step 2: Acknowledge the customer by name and if you made a mistake, own up to it and explain what happened. (And sure, get a couple keywords in there while you’re at it)
Example: Dear Ms. Smith, we’re so sorry that we were unable to make the delivery of your flowers in Redmond in the time we had previously agreed upon. We did our best to get to your home by 2:30 but like many businesses, we’re currently short-staffed. If you’d like to reach out to me, I’d like to reimburse you for the delivery fee of your product. Please give me a call during business hours at: 123-456-7890.
Michelle, owner of Flowers by Michelle
Step 3: If client responds and you’re able to work through the problem, ask them to revise their review.
If you and the client can come to a mutual agreement and resolve the issue, don’t be afraid to ask them to revise their review.
Example: Ms. Smith, I’m so glad that we were able to make you completely satisfied with your flower purchase. If you wouldn’t mind, would you please revise your negative review to a positive one? Customer satisfaction is at the core of our business and positive reviews help our small business get more great customers like you.
Step 4: Coach your staff to ensure the situation that resulted in a negative review doesn’t happen again.
Everyone makes mistakes but many are avoidable with coaching. If someone on your staff made a mistake that resulted in the negative review, be sure to coach that team member with how to avoid the situation again.
Reviews can impact your business. Take them seriously.
Like it or not, reviews are a staple for consumers looking to purchase goods or services. As such, a positive or negative review for your business can greatly impact the likelihood of winning or losing a potential customer. When you receive a negative review, follow the steps above to quickly provide a response to the review to showcase your customer service.
Negative Reviews Can Help Your Business?
Yes, having a negative review allows you to showcase how you might handle a situation. By responding professionally and offering to resolve the problem can help you win new customers and show potential shoppers just how great your business is.
If you need help burying your reviews with loads of positive ones, reach out to us. We specialize in getting businesses more reviews from existing customers.
