Effective Ways to Respond to Negative Reviews
Customer reviews are one of the most important pieces of your marketing campaign, and research has indicated they may have significant impact on your ranking in search. In fact, 84% of consumers trust an online review as much as they would a personal referral. However, not all reviews are positive. At some point throughout the history of your business, you’re going to run into negative reviews.
Fortunately, this doesn’t always have to be a bad thing – negative reviews can work in your favor as a business opportunity if you know how to react. Read below to learn the most effective ways to respond to negative online reviews.
Approach all negative reviews with a calm, positive attitude. Let the customer know you’ve heard their concerns, but never point fingers. Even if you’re not in the wrong, you shouldn’t make the customer feel like the victim. It also doesn’t do you any good to simply ignore the review. The general public would prefer you respond than simply ignore the situation. Responding with a positive comeback will show that your business cares about its customers.
When you receive a negative review online, you should always respond immediately on the same platform. This not only satisfies the original poster, it’s also a public place that all your potential customers will see. However, some things can’t be addressed online. Issues involving a customer’s personal information, for example, should be discussed in person or over the phone. When addressing these types of negative reviews, provide a direct contact for your customers.
Taking the conversation offline shows that your business will go the extra mile to resolve any customer complaints or issues. However, you should only use this method for severe cases. Does your company have a customer service line? This can also be a great way to incorporate an offline conversation. In your response, give the customer the line to your customer service department to resolve any issues that can’t be taken care of online.
If you’ve responded to the customer’s review and solved the problem, don’t hesitate to ask for an updated review. Often times customers will take this upon themselves and either delete or update their negative review.
This posting is a condensed version of a recent articles posted on the Search Engine Watch website. Read the full article here.