How Should I Answer Negative Online Reviews?
The Pros of Responding to Negative Reviews
No business owner wants to see negative reviews about their company online. However, it’s important to remember that negative reviews are a part of doing business. In fact, a study by BrightLocal found that 72% of consumers read online reviews before making a purchase decision.
That’s why it’s important to respond to negative reviews in a timely and professional manner. When you respond to negative reviews, you have the opportunity to:
- Address the customer’s concerns and try to resolve the issue.
- Show potential customers that you care about their feedback and are willing to take steps to improve your business.
- Improve your search engine ranking.
The Cons of Responding to Negative Reviews
Of course, there are also some potential downsides to responding to negative reviews. For example, if you don’t respond in a professional manner, you could make the situation worse. Additionally, some people believe that responding to negative reviews only gives them more attention, which can actually hurt your business.
So, Should You Respond to Negative Reviews?
The decision of whether or not to respond to negative reviews is ultimately up to you. However, if you do decide to respond, there are a few things you should keep in mind:
- Respond promptly. The sooner you respond to a negative review, the better.
- Be professional. Even if you disagree with the customer’s complaint, it’s important to remain professional in your response.
- Address the customer’s concerns. If the customer is unhappy with a product or service, try to understand why and see if there’s anything you can do to resolve the issue.
- Offer a solution. If the customer is willing to give you another chance, offer them a solution to their problem. This could be anything from a refund to a free product or service.
- Thank the customer for their feedback. Even if the customer is unhappy with your business, it’s important to thank them for taking the time to leave a review.
By following these tips, you can respond to negative reviews in a way that protects your business and helps you improve your customer service.
Conclusion
Responding to negative reviews can be a challenge, but it’s important to remember that it’s an opportunity to show potential customers that you care about their feedback and are willing to take steps to improve your business. By following the tips above, you can respond to negative reviews in a way that protects your business and helps you improve your customer service.