Customer reviews affect real business outcomes and the decisions potential customers make before proceeding to make a buying decision.
Reviews help people get a better idea of the effectiveness and quality of a product, business and service. It also gives a better than average customer experience which is what most people look for.
Most customers will always look at reviews before they make a purchasing decision.
This is why all businesses must always respond to customer reviews-good or bad.
Positive reviews aren’t hard to respond to, it’s the negative ones that are usually the most difficult to handle.
Sometimes dealing with angry customers who can at times become stubborn and overwhelming can be a hard task.
So how do you respond to those negative feedbacks?
- Respond quickly
If someone leaves a negative review it means they are upset and they are expecting a swift response back.
That’s why you need to respond immediately, it helps limit the damage done and prevent the situation from escalating as more customers read the review.
- Be Polite and Professional
Always remember you are dealing with a frustrated and angry customer, therefore always respond in a polite, professional manner without blaming other people or creating excuses. If goods can be replaced inform the customer and make the customer feel that the issue is going to be sorted out. When you handle the situation well, you can even ask the customer to take the review down and they definitely will.
- Don’t hide
Sometimes removing or ignoring a negative review can be tempting but don’t do it.
People take their time to write the review, good or bad therefore removing the review can make matters worse. Removing the review might also be interpreted as an admission of guilt.
It’s also good practice to respond with an acknowledgement of feedback and state that the information currently is under review.
- Respond Publicly
Always make sure you respond to any kind of review within 48 hours. The quick response always shows that your team cares.
Give a brief response and explain that the issue will be addressed promptly and welcome the opportunity to take the conversation offline.
- Follow up privately
Once the issues have been addressed, follow up within a couple of days to ensure that any outstanding concerns have been resolved.
How you respond to negative reviews is critical, be proactive rather than reactive.