As a business owner, no matter how much you might be striving for perfection, you will inevitably run into a bad review. When that happens, it’s important to address the concerns and respond to negative reviews.
While responding to negative reviews is not fun, ignoring them can have even more disastrous consequences. According to research, 89% of consumers read responses to reviews. If a person that left a negative review sees that you’re ignoring the review, they will most likely never do business with you again.
In this post, we’ll explain why it’s important to respond to negative reviews and share tips on how to respond to negative comments.
Table of contents
- Why You Should Respond to Negative Reviews
- How to Manage Negative Reviews?
- Tips about managing negative reviews
- How to Respond to 1 Star Reviews
- Final Thoughts
Why You Should Respond to Negative Reviews
How much can a bad review hurt your business? Oh well, imagine potential customers reading negative reviews about your services. They will say goodbye to your products and welcome other brands that know how to deal with negative reviews and unhappy customers. If you want to gain customers’ trust and sell as many products as possible, I advise you to answer any bad reviews.
Responding to negative reviews is an opportunity to maintain and defend your brand reputation. However, this is not the only reason why you should do so. Here are a few reasons why you should respond to negative reviews.
Make Things Right With The Unhappy Customer
Your response to a bad review gives you a chance to make things right with the unhappy customer. You can ask them for more clarification, acknowledge the mistake, and invite them to give you a second chance. This also shows other people reading the review that you took matters into your hands and are actively working on addressing the issue.
Win Over New Potential Customers
Remember that if you have nothing but positive reviews, your business might come off as too good to be true. People might become skeptical and wonder if all those good reviews are paid for in some way. This in turn might lead them to completely ignore your business.
A business with both negative and positive reviews comes off as more genuine. If you also take time to address negative feedback, people will perceive you as a business that truly cares about their customers’ satisfaction. When other people see that you’re going above and beyond to make your customers happy, they will be more inclined to do business with you.
Make Your Brand More Relatable
Most importantly, make sure you respond to every negative review to make your brand more relatable. Why? Well, 45% of consumers say they’re more likely to visit a company that responds to negative reviews and try to solve customers’ problems. Our customer, our master! So when people see that your business has taken care of every negative review and tried to resolve the situation, they will be more interested in you.
Finally, negative reviews can make your brand more relatable. As mentioned earlier, if you have both positive and negative reviews, you have better chances of presenting yourself as a business with real people behind it. This makes it easier for potential customers to give you a chance and do business with you despite a few negative reviews.
How to Manage Negative Reviews?
So now that you know why you should respond to negative feedback, let’s go over how to respond to negative feedback from customers, along with a few negative customer feedback examples and some of the great responses to negative reviews.
1. Respond In a Timely Fashion
When dealing with negative reviews, it’s important to respond in a timely fashion. Waiting for weeks to respond will only anger your customer more and add more fuel to the fire. Instead, reply as soon as possible and offer a solution to show your customers and others that you do care about them.
If you don’t respond quickly to negative reviews and provide your customers with a solution to their problem, they will give up your services, so you will lose more and more customers.
2. Acknowledge The Problem
The most important tip we have is to acknowledge the problem. This advice applies even if you think that the customer is not right. If you don’t acknowledge the issue, the customer will feel like you’re attacking them which can escalate the situation further. Instead, thank them for bringing the issue to your attention and use a response similar to this:
Example response you can use: Jane, thank you for providing feedback and letting us know about the negative experience.
3. Follow It Up With an Apology
The right way to respond to negative feedback is to follow up with an apology. For starters, an apology will make your unhappy customers feel better and show them that you care about them as well as hold your business to a higher standard. On top of that, even if you feel the customer is wrong, an apology shows you can take the high road instead of entering a public argument over who’s right and who’s wrong.
Example response you can use: We are sorry that our service didn’t meet your expectations.
4. Own your mistakes
Don’t be too proud to apologize! Some businesses refuse to admit their mistakes and say “We’re sorry!”. People usually leave negative reviews because their issues haven’t been considered and they need to solve the problem.
If you answer to a bad review and own your mistakes, you’ll show your customers you can handle every situation like a professional company that knows how to deal with criticism and accept it.
Even when the complaint isn’t legit, make sure you apologize and adopt a positive attitude with the intention of helping them. Apologies go a long way in facilitating customer relationships.
5. Explain If Necessary
In some cases, and particularly, if the customer is right, you should explain what happened. The explanation gives you an opportunity to clear up a misunderstanding and show that while you’ve had the best intentions, mistakes sometimes happen.
Example response you can use: We experienced a power surge which caused us to lose important information about your package delivery which caused a delay. We truly apologize for the inconvenience.
6. Present a Solution
Once you have acknowledged a mistake and offered an explanation, you should present a solution. This can include things like inviting them to reschedule an appointment, offering a refund, waiving the shipping costs, and so forth.
Example response you can use: To make things right for you, we have expedited the delivery service on your package and are waiving the shipping costs entirely.
7. Invite Them To Discuss The Problem Offline
If the mistake is too serious to be handled online, consider inviting the reviewer to discuss the issue offline. While speaking to them on the phone or in person, you’ll be able to better understand their point of view and clear up any miscommunication. You can then come up with a more effective solution.
Example response you can use: I’d like to personally assist you in making things right so please reach out to me personally via email or phone. Here’s my contact information: John Doe, firstname.lastname@example.org 123-456-789.
8. Know When To Let It Go
In some cases, the negative review will have nothing to do with your business or service per se but it will happen because someone had a bad day or just feels like trolling you. It’s important to address the review anyway but if you see the responses are leading nowhere, it’s best to let it go.
Tips about managing negative reviews
We all know how much a bad review can hurt your business, so below you’ll find some tips on managing negative reviews to please your customers and handle their feedback like a pro.
❌ Don’t ignore reviews
First of all, don’t ignore customer reviews! Customer reviews can help you grow your business and improve your services, especially when they address negative feedback.
Responding to a negative review will show customers that you care about how they feel and that their experience with your services is important to your business. Ignoring their reviews will make them feel angrier and more dissatisfied.
❌ Don’t take it personally
Don’t take the negative review as a personal attack, as it will only create troubles for your business. You’ll find yourself in an online fight with your customers and this won’t make a good impression on your business.
Those negative reviews don’t reflect who you are – they reflect the experience your customers have had with your services.
❌ Don’t remove negative reviews
Negative feedback gives you the opportunity to turn unhappy customers into satisfied ones. Listen what your customers have to say and try to solve their problems with some great responses to their negative reviews.
Showing your company’s commitment by responding to customer negative reviews and not deleting them will make the difference. Let’s be honest, it’s impossible to please everyone. So, instead of removing negative feedback, make sure you manage it correctly and succeed to turn it into a positive one.
❗ Exception: When reviews are misleading or false, you can request a removal.
✅ Keep it Brief
As with responding to positive reviews, there is no point in writing a lengthy reply. Nobody wants to read a wall of text, especially if they feel wronged. Be concise and clear and keep the response brief.
✅ Be Professional and Objective
As hard as it may be, it’s important to keep your cool and respond to the review in a professional and objective manner. Insulting your customer, not acknowledging the possibility of a mistake, and shifting the blame onto your customer will hurt your brand more than it will prove that you are right and the customer is in the wrong.
Remember that you’re not replying to one person, you’re replying to everyone else reading the bad review. How you handle the situation will influence their decision to do business with you.
✅ Watch the tone
The tone of your response to a bad review must convey empathy and professionalism. Thank them for their honest review, apologize for their bad experience, and sympathize with their issues even if it’s not your fault.
If your response to a bad review has a friendly approach, that negative review will turn into a positive one. You’re not in a fight with your reviewers. They need someone to solve their problem, so be kind and help them.
✅ Be proactive
Handling negative feedback and customer issues is an ongoing process. If you want to resolve issues before customers take them online, you can use online forms for collecting customer complaints directly from your website. This is a great method to avoid negative reviews on social media or review platforms.
✅ Create a strategy to gather positive reviews
Last but not least, you can create a strategy to gather positive feedback in order to overcome the number of negative reviews.
There’s always room for improvement. So, if you have solved some issues, you can contact your customers and ask them nicely to remove their review or turn it into a positive one.
How to Respond to 1 Star Reviews
There are a lot of ways to handle 1-star reviews to save your relationship with your customers, but here are some tips on how to reply to negative feedback:
- You need to know how to thank someone for negative feedback – whatever you do, don’t forget to thank the reviewer. It demonstrates professionalism and kindness;
- Recognize the problem, understand your client, and apologize properly – You have to take responsibility for your clients’ problems and empathize with them;
- Ask them to get in touch with customer service – Remind the reviewers that your business provides customer service to help them with any problem.
- Move the conversation offline – I advise you to encourage the reviewers to get in touch with your team and discuss the problem. This way, you can solve your customers’ issues and gain their trust.
Responding to negative reviews is crucial if you want to protect your brand reputation. Ignore customer reviews and your business will suffer.
Remember to be prompt and professional and above all, try to be objective. Follow the tips in this article to help you address negative reviews and maintain your online reputation.