Negative reviews can drastically impact the way your business is perceived online. Because maps listings are often the first thing potential customers see when searching for the services or products you provide, solidifying your reputation online is important for continued success. While you may get the urge to argue on behalf of your business, this isn’t the best approach and can do more harm than good. If you have received negative reviews online, here are some of the considerations you should keep in mind when replying to them.
Show Compassion and Empathy
Most bad reviews will directly address a problem or issue that arose during the services. As the provider of these services, you likely know the ins and outs of how they are supposed to be performed. Take the time to express empathy while apologizing for the underlying issue. Not only does this humanize your business on a personal level, but it can also help pacify the anger your customer feels and make the conversation easier.
Remain Courteous and Professional
One of the worst things you can do when replying to negative reviews online is taking a hostile approach. Not only will this public display of aggression make matters worse, but it can also turn off potential customers that see it when scanning through reviews your business has. This public display of professionalism ensures that the customer who feels wrong, and other potential customers, understand that you are trying to fix the problem properly.
Start a Conversation
When you reply to negative reviews online, encourage the customer to email your support team to fix the issue. This will allow them to share private details that may be relevant and provide an open and dedicated contact point. Ensure you are actually trying to fix the problem for your customer and satisfy their needs, not just make your business look better online.
READ THE BEST WAYS TO GATHER CUSTOMER REVIEWS
Still Need Assistance with Marketing?
You can always get in touch with the experts at Skynet Solutions for help with your online business listing, website development, social media marketing or anything else you need to help make your business succeed. With our diverse range of skills and experience, we are sure to have the tools you need to make 2019 your business’ best year yet. You can fill out our contact form to get started today. You can also connect with us on Facebook, Twitter and LinkedIn!