How To Respond Professionally To Negative Reviews In 10 Steps
How To Respond Professionally To Negative Reviews In 10 Steps. Welcome to Learning with Connexion Solutions. Today we are going to be talking about negative reviews. How to respond to negative reviews about your business correctly and professionally. You may be wondering if it is necessary to respond to negative reviews? The answer is yes, responding to customer reviews shows your potential and existing customers you are listening and you care.
89% of customers read management responses to reviews. Customers who write reviews expect a response within 7 days. Customers today rely on reviews when making decisions regarding local businesses, 94% of customers say they have stopped themselves from making a purchase after reading a negative review.
Here are the 10 best practices for handling these types of feedback.
#1; Set-up notifications.
It is important to monitor all websites for new reviews. General websites to look out for are yelp, Facebook and Google. There may also be other websites that offer review services depending on your specific industry. Make sure to set up notifications to be alerted as soon as you get a negative review so that you may respond promptly. How To Respond Professionally To Negative Reviews In 10 Steps.
#2; Remember negative reviews are ok.
Customers today understand not everybody is perfect and will expect to see a few negative reviews as well as your response. This is a great opportunity to show your potential customers you care, you are willing to improve and you listen to customer’s feedback. How To Respond Professionally To Negative Reviews In 10 Steps.
#3; Get in the correct mindset.
Reading negative reviews will always make you feel a bit upset and maybe a bit angry. Before you respond you will need to be completely calm or you may not be able to respond objectively. Take a deep breath, step out of the office or have a nice cup of tea before you sit down to respond. How To Respond Professionally To Negative Reviews In 10 Steps.
#4; Investigate the situation.
Take advantage of the situation to evaluate what went wrong and if there is a possibility it can happen again. If what happened was a mistake then you will need to know how it occurred in order to let your customer know what occurred was not your intention and is not the service you intend to provide your customers. How To Respond Professionally To Negative Reviews In 10 Steps.
#5; Keep it positive and polite.
Regardless of the tone your customer uses to review your business, you must maintain a positive, professional and polite tone. Begin thanking your customer for visiting your business, choosing you over your competitors and trusting you for their service. How To Respond Professionally To Negative Reviews In 10 Steps.
#6; Empathize, apologize and explain.
Let your customer know you took the time to investigate their review and regret hearing their experience wasn’t a pleasant one. Explain and emphasize their experience is rare and does not match your business’s corporate culture. How To Respond Professionally To Negative Reviews In 10 Steps.
#7; Use facts.
Use as many irrefutable facts as possible. If you are speaking well of your service provide an example (like. All of our customers have positively rated our service with 5 stars or we utilize a commonly used technique to ensure quality. How To Respond Professionally To Negative Reviews In 10 Steps.
#8; Keep your answer short.
Review responses should be short; it is important to avoid over-explaining which can come across as covering up guilt. Being as brief as possible, make sure to address every point your customer made in their review while maintaining a friendly tone. How To Respond Professionally To Negative Reviews In 10 Steps.
#9; Move the conversation offline.
If the situation, which caused your customer to leave a bad review, will require follow up, invite your customer to discuss the situation privately.
#10; End on a positive note.
Reiterate your gratitude for their time writing their review and let them know you are looking forward to seeing them again, even if there is no chance whatsoever they will return. Make a promise to give them the service your business is known for.
Here are a couple of bonus tips you want to consider.
Ask for a follow up review.
If the situation is resolved ask your customer to update their review. Most customers will be happy to do so, even more so if the conflict was solved to their satisfaction.
Use your reviews to evaluate your business.
Make sure to share your reviews with your staff; they surely will have great ideas in order to avoid negative situations from reoccurring. It is very important to congratulate your staff for the positive reviews you receive, especially if they receive special mentions.
These were the 10 best practices to respond to negative reviews about your business professionally. We hope these were of help to you.
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