How Should You Respond to Negative Reviews of Your Business?
- First calm down. Don’t respond when you’re full of anger, because you may say something completely abnormal if you reply emotionally. Leave your computer for some minutes, but don’t stay away too long; 52% of customers expect to hear from you within a week.
- Keep in mind why you’re responding. The purpose is to win the customer back and prove to other consumers that you care about making things right for unhappy clients.
- Send apologies, even if the fault isn’t yours. “We’re deeply sorry you got an unpleasant experience this time”.
- Let the reviewer and other customers know that this unpleasant experience is rare. “We constantly put our highest priorities in our lovely customers”, or “We usually offer satisfactory services to our customers”.
- Reiterate the positives. In order to show the reviewer (and others who are reading) that your business is always concerned about making things right, reiterate those positive comments again and again.
- Ask reviewers to call, visit or email your business in order to help fix the problem. Offer a discount or coupon for their next purchase.
- Keep on getting new positive reviews and bury those negative comments.
- Note that you cannot satisfy everyone. It’s certain that some unhappy clients will not just come back to your business again, no matter how you apologize to them in your response, but that’s normal. Don’t worry about such but focus rather on building stronger bonds with happy clients.
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Israel17
Premium
Oh, you're most welcome onboard, Tim! Awesome to know you are learning about Review Marketing for the first time! Great you stumbled at this post and congrats on reading! Review marketing is one of the online marketing models you should leverage to showcase your business to potential customers out there and to ensure you post replies to those consumers showing you truly care for caring about makings things right for unhappy customers.
Israel Olatunji
Israel Olatunji
Israel17
Premium
Hey Joy, thanks for leaving a thought! Glad you found this training valuable! By responding to all types of reviews: Positive reviews, Negative reviews, Neutral reviews, and Fake reviews, you'll prove to your customers and others who are reading that you care about making things right. Thanks for your time!
Israel Olatunji
Israel Olatunji
JeffreyBrown
Premium Plus
Israel--thanks for this informative tutorial--I never realized there was so much we could do within Yelp to help our business!
Jeff
Jeff
Israel17
Premium
Yes, there is so much to do within Yelp to improve your business, Jeff. Yelp is one of the few review sites you can leverage to receive and respond to those reviews that consumers leave after buying a product or service from your business. This can impact your business greatly. Thanks for your time, my friend!
Israel Olatunji
Israel Olatunji
