Best Practices For Handling Negative Online Business Reviews
Having an active online presence is just about mandatory for most industries in this modern, tech-driven world. You likely need a website that houses key information about your organization, social media profiles where consumers can engage with you directly, and map listings so people can find your office. We've never been more connected and, in many ways, that's wonderful. But with each additional channel you're present on, you open the door to consumer feedback—both positive and negative.
So you got a negative review. What comes next? First, let's focus on these three key points:
1. Don't panic! One negative review doesn't outweigh the many people who know and love your business. Long story short, there are disgruntled people in the world. And unfortunately, they can sometimes be the loudest.
2. Gather your information. A couple of pieces of information to find out include: is this person your customer/client/patient? Which of your team members has interacted with this person in the past? Have their needs been met or are they in progress?
3. Establish your game plan. It's time to draft your response. Collect your thoughts and make sure you're in a positive headspace; it's not wise to fight fire with fire in this situation.
Now, you're probably wondering, "can't I just hide or delete the review?" Unfortunately, 99% of the time, the answer is no. Unless a post is blatantly offensive (using swear words or slurs) or threatening (of your business or employees), the chances of the review being removed are nearly non-existent. Third-party platforms like Google and Facebook are trusted review sources because they display the good, the bad, and the ugly of your reviews. While we can't change what someone said, we can create a response that leaves consumers with a positive view of your organization despite a negative situation. Take these steps when writing your review:
Be responsive and appreciative. Always find a reason and way to thank everyone to whom you respond – at minimum, affirm that you respect the individual and appreciate the feedback.
Craft your message carefully. Don't give away details regarding the situation—this is not for the public to know. And remember, there's not a need to apologize for your service.
Take the conversation offline! Resist the urge to respond more than once. Give direct instructions for contacting you ("Please call Joe at 555-5555 at your convenience to discuss this matter.") or let them know you'll contact them directly ("A staff member will contact you at the number listed on file.").
An example of a negative review reply is:
"Hi Amy, thank you for your feedback. At ABC Company, customer satisfaction is our number one goal. We'd like to discuss your experience with you further. Please contact us at 555-555-5555 at your convenience."
Combatting Negative Reviews
Negative feedback can be one of the more difficult things to deal with when running a business. The best way to combat negative reviews is with a surplus of positive ones. While you can't incentivize customers to leave positive reviews (it's actually illegal), you can encourage loyal or satisfied customers to leave one. When a customer thanks you for your service, tell them the best way to thank you is with a positive online review. This keeps your overall rating high and can actually boost the optimization of your website, map listing, and social media profiles—helping more people find you!
If you're having trouble navigating this digital world we live in, or you'd just like some help boosting your current efforts, contact Business Builders Marketing today! 309-827-7977