Believe it or not, the same premise applies to negative review response as it does to positive reviews. It is imperative. The way in which you respond to a negative review will impact the reviewer and any future reader of that review. If a consumer sees a business handle a particularly challenging review online, it suggests that the management takes customer service seriously. It indicates that you’re willing to go the extra mile to ensure your reputation remains stellar.
There are four key steps to help potential clients see the light: apologize, promote, get offline, keep it simple.
But how do I respond to negative online reviews?
Apologize and sympathize
The first step to fixing an issue is acknowledging that there was one. Regardless of what happened, sympathy for the customer affected makes a world of difference. A simple apology means a lot.
Perhaps the famous tomato soup wasn’t up to par on the day this particular customer visited. If the soup is what you’re known for, reiterate that! You could say, “Our tomato soup is usually a hit. We’re sorry to hear that it wasn’t up to par when you visited!”
Move the conversation offline
The one thing you don’t want to do is start an online argument. In order to move the conversation offline, offer the reviewer a chance to reach out to you via another medium. Provide a phone number or email address, so you can continue the conversation out of the spotlight.
Keep it simple
No need to ask a ton of questions. And avoid details. These topics are much better discussed with your customer offline.
One last pro tip: No need to use the business name, location, and type in a response to a negative review. You don’t want to help the search engines find the negative comments!
The Blue Zone software pulls in your reviews from all over the web so you can respond quickly and efficiently. If you don’t have time, one of our Blue Zone team members can do it for you. You’ll get a timely and expert quality response, every time!
To learn how Blue Zone Marketing can assist you with review response please Click Here.