Every business gets negative customer reviews from time to time. Even the best companies have unhappy customers who share their opinions online. While online reviews are great for consumers, they can sometimes paint an unfair or inaccurate picture of your company. Since you can’t remove these reviews from third-party sites, it’s important for you to respond.
Companies usually handle negative reviews in a few different ways.
- Some companies choose not to respond at all. They think that if a customer posts on a third-party site, they might not be looking for a response. They also believe not engaging with the customer could be the best way to settle the issue. However, reviews don’t go away and can continue to damage your reputation if they get traction.
- Other companies defend themselves and point out where the customer might be wrong. Most people agree you shouldn’t argue with a customer, but some companies think this is the best way to handle online reviews. This can ruin your relationship with the customer and hurt your reputation online. Even if the customer is wrong, telling them that usually won’t resolve the issue.
Responding to a negative review is actually pretty straightforward.
- Start by apologizing for the problem. If the customer was unhappy with your service or got a faulty product, a simple apology goes a long way.
- Next, offer a solution. It can be as simple as asking them to call your office so you can gather more information. The goal is to resolve the issue, not to argue.
Here’s a simple template you can use to respond to a negative review:
“[Customer Name],
Thank you for giving us your honest feedback on our services. We apologize that you had this experience with us, and would like to make this situation better if possible.
If you could please call our office at (123) 456-7891, we would greatly appreciate it.”
Even though this response is short, it lets the customer know you’ve heard their complaint and want to help. It also shows that you appreciate their opinion, which will help your business improve over time.
If your company is dealing with negative reviews or critical stories online, reach out to the experts at Tucker/Hall. You can learn more about online reputation management here.
