As a business owner, you’re bound to encounter a negative review from an unsatisfied customer at some point. A negative review can be frustrating, especially when you believe that you’re in the right. However, addressing negative reviews in a prompt, thoughtful manner is a critical part of being a successful business owner. The next time you receive a bad review, follow four tips for crafting the perfect response.
When someone leaves a negative review, it’s important to respond as quickly as possible. This shows that you are committed to addressing the problem and that you’re attentive to feedback. It may be tempting to ignore a bad review, but then you will never have a chance to win your unhappy customer back. Failing to respond may also make your business come across as unfriendly, unhelpful, and unwilling to listen.
Apologize and take responsibility
In your response to a negative review, an apology is one of the most important parts. An apology appeases the unhappy customer and shows that you are committed to addressing the issue instead of jumping to the defense. It can be difficult to issue an apology when you feel that the customer is wrong or being unnecessarily demanding, but a simple statement like “I’m sorry that we didn’t meet your expectations” can go a long way. Even if you feel like you didn’t do anything wrong, you can still apologize in a way that empathetically acknowledges their feelings.
Similarly, take responsibility for the issue. If applicable, provide a brief explanation of what might have gone wrong, but avoid aggressive or conformational responses.
Take the conversation offline
When a review is posted somewhere like Facebook or Yelp, it is available for all future or potential customers to see. This is why you should respond publicly. In some cases, a great response to a bad review can even change the minds of people who might be considering your business. Responding publicly is a great chance to take a negative situation and turn it into something that showcases your integrity and commitment.
However, you might also want to consider offering the chance to discuss the issues further in a more private space, like via email or private message. This gives both parties the opportunity to share more details.
Offer a solution
In your response, offer a solution. In some cases, this might be a discount or special offer, or some kind of refund. In other instances, the solution might be speaking to an employee about their behavior, offering additional training, or doing something to remedy the issue at hand. Regardless of how you choose to solve the issue in the negative review, make sure your customer is aware of the steps you’ll be taking to address the issue. Then, be sure to follow-through on swiftly implementing that solution.