Online reviews now play an integral role in the commercial landscape. Reviews influence how consumers view your business before even stepping foot in the building. It could lead someone right to your doorstep or drive them away. Google has one of the most prominent review systems online, and you need to regularly check the site to see what people have to say about your business. However, reading reviews is not enough. You need to respond to all of these reviews appropriately, so you show consumers you value your customers’ input.
How To Respond to Negative Reviews
Bad reviews happen to every business sooner or later. Instead of ignoring the criticism or beating yourself up over it, you need to build back that customer’s trust. You can actually retain a customer’s patronage by responding properly to a negative review. Here are the steps to take every time this happens.
Avoid Emotions: When someone attacks something you have worked so hard to attain, it is natural to lash out in anger. However, this comes across as unprofessional. If you need to, then step away from the computer for an hour until you feel calmer and more collected.
Provide Private Feedback: You should be able to send a private message or email to the reviewer. Do this first before responding publicly. It shows the customer you care about mending the relationship.
Offer Useful Solutions: You need to do more than just apologize. You need to offer a real solution to get the customer to come back to your business. Many companies offer free products or coupons to these consumers to get them back in the store.
Learn From the Experience: Over time, you may find multiple customers leaving the same kind of feedback. Several people may complain how your store did not have enough cash registers open. You need to rectify this situation, so it does not happen again. With this example, that may include scheduling more people during certain shifts, so you have more registers open.
When you publicly respond to online reviews, prospective consumers see you dealing with bad experiences. They know if they have a problem with your business, you will handle the situation. This helps you gain customers rather than the opposite.