No business is perfect, and negative reviews are a natural part of doing business. Unfortunately, negative reviews can discourage potential customers from doing business with you, which is why it’s important to know how to respond. Keep reading for some helpful tips on how to deal with negative reviews online.
DO: Respond Quickly
When you see a negative review, the first thing you should do is respond quickly. The sooner you respond, the better. This shows potential customers that you’re paying attention and that you care about your reputation. Plus, it gives you a chance to resolve the issue before it escalates.
DON’T: Take it Personally
It’s important not to take negative reviews personally. After all, they’re not attacking you as an individual—they’re attacking your business. This can be difficult to remember when the review is particularly hurtful or unfair, but it’s important to keep your cool so that you can effectively address the issue at hand.
DO: Be Professional
When responding to a negative review, always remain professional. This means avoiding any name-calling or mean-spirited comments. Even if the customer was rude or out-of-line, responding in kind will only make your business look bad. Stick to the facts and avoid getting emotional in your response.
DON’T: Delete Negative Reviews
Some businesses make the mistake of deleting negative reviews in an attempt to protect their reputation. However, this is generally not a good idea. First of all, it looks suspicious—potential customers will wonder why all of your reviews are positive and if that’s really the case. And second, it gives the impression that you’re trying to hide something, which will only damage your reputation further. If you absolutely must delete a particularly offensive or inflammatory review, make sure to explain why in your response so that people know it wasn’t just because you didn’t like what was said.
No business owner enjoys dealing with negative reviews, particular those that are being used as a means of “blackmail”, such as for discounts or refunds, but it’s an inevitable part of doing business. By following the tips above, you can minimize the damage caused by negative reviews and even turn them into opportunities to improve your business and build customer loyalty.