Facebook, social media, and review websites such as Yelp make it a lot easier for customers to discuss their experiences with various businesses, ask questions, and make suggestions. However, it also makes it easier for unhappy customers to voice their complaints for all the world to see. If not handled correctly, these . This post is the first of a two-part series on how to handle positive and negative reviews your business may receive. Today, we will be focusing on what to do when you get a negative review.
Other readers will notice if you reply to a customer’s complaint or compliment and it will always impress people to see that you take the time to read and reply to what they have to say. It demonstrates that you care about customers and appreciate the time they spend writing reviews and making comments. If you show that you put the customer first and really listen to what they have to say, other people will be more inclined to use your business over another. Ignoring comments make it seem as though you are ignoring the issue and customer, which never reflects well on your business. Sincerely apologize. People can tell if you’re posting a one-size-fits-all apology and not taking the time to really read, understand, and address what they are upset about. Apologize and mention their specific issue so they can tell a person read it and typed the response and didn’t just copy and paste a generic reply to the negative review.
People can tell if you’re posting a one-size-fits-all apology and not taking the time to really read, understand, and address what they are upset about. Apologize and mention their specific issue so they can tell a person read it and typed the response and didn’t just copy and paste a generic reply to the negative review.
If they post on a public page, reply with a phone number or email address for them to contact you so you can move the conversation into a private space. It shows the angry customer that you care about them personally and want to resolve the issue. You can offer some sort of token to help make up for their bad experience such as a discount on their next purchase, free merchandise or services, or a conversation with the manager.
The angry customer will notice and will only get more upset that you won’t let them express their feelings. Always leave it up until the issue is completely resolved with the customer. If you handle the issue in private and opt to keep the negative, public post up, add a comment to the end of the original post to show people that the issue has been resolved and everyone is happy. You can say something to the effect of, “We are so glad we were able to resolve this issue for you and are sorry for the poor experience you had. Please do not hesitate to reach out again if you have further issues!”.
Another option, once the issue is resolved, is to ask the angry customer if they would be willing to take down the negative review. More often than not, they will be willing to delete their post if the issue has been fixed and they are happy with the result. However, if they do not feel comfortable removing it, follow the instructions outlined in suggestion #4 so the negative review can end on a positive note.
Below is an example of a potential negative review your business could receive followed by a polite, sincere, and helpful response by the business.
Note that the business thanks the reviewer and offers to personally help resolve or further discuss the customer’s experience. They also state that they will contact them but provide their own phone number as well.
We hope you will check back for Part 2 of this series where we will discuss how to respond to positive reviews!
Treefrog Marketing is an advertising agency focused on small business and located in Lafayette, Indiana. We specialize in strategic marketing and advertising, graphic design, web design, social media, SEO and more. For more information, please visit our website. You can also connect with us on Twitter, Facebook, LinkedIn, Google+ and Instagram.