5 Crucial Things to Remember When Formulating a Response to Negative Reviews
Consumers who shop online typically check reviews for a product or service before purchasing anything. Reviews are not only beneficial for the consumer, but they also are an invaluable resource for businesses. Getting negative reviews can send business owners into a panic, but there are proven strategies that help spin negative reviews in their favor.
Fortunately for business owners, marketing and PR companies, such as Violet PR, specialize in managing negative reviews. These companies have formulated high-impact responses to negative reviews that can help companies recover and benefit from them instead. Below is an explanation of the five most crucial response strategies for businesses to keep in mind.
Acknowledge the Reviewer
Today’s internet-savvy shoppers are all about connecting intimately with the product or service they use. If a customer leaves a negative review, responding with “Dear Guest” or “Dear Customer” will exacerbate their already tarnished view of the business. Instead, businesses should formulate a response that addresses the reviewer directly and shows genuine concern for their issue.
Show Gratitude
Studies show that people appreciate receiving thanks more than apologies. Thanking reviewers for the candid feedback they provide shows the business values their opinions and welcomes hearing them. One example of how to say thank you for a negative review is, “Thank you for taking the time to provide feedback. We are truly sorry that you had such a frustrating experience. We are taking the time to review the situation and will have improvements that address this issue soon.”
Apologize and Show Sympathy
Just because gratitude is preferred does not mean businesses should overlook a sincere apology. An apology shows humility and is an excellent show of the business’s character. Prideful companies that refuse to apologize for their mistakes will be shunned by consumers sooner or later.
Genuine apologies should be to the point and kind. A good example of an apology is, “We are sorry that your experience didn’t meet your expectations or the standard we set for ourselves.” This response not only shows the business regrets their experience but that they care as much about what the customer expects as they do about their own standards.
Own the Issue
There is a clever saying among communication experts that goes, “don’t put your but before someone else’s feelings.” This phrase essentially means that it is not okay to make excuses for a person’s negative behavior while apologizing. For businesses, this means taking responsibility for a problem rather than trying to explain why it happened, such as blaming it on an off day.
Rather than responding with “I’m sorry you had a bad experience, but…” businesses should consider a more empathetic approach. For example, saying, “We are so sorry. We usually set the bar high for customer experience, and we are sad to say we missed the mark.” This response is apologetic and puts the blame for the issue on the business rather than making excuses.
Fix the Problem
Businesses that have received negative reviews should avoid using cookie-cutter responses that don’t address the customer’s issue. Instead, the response should include a plan for solving the problem and outline the next steps the business is willing to take. If there is no solution available, the response should include an apology, take responsibility for the issue, and set a goal to make things right in the future.
The Bottom Line
Negative reviews are not a death sentence for businesses. In fact, with the right approach, these reviews can provide crucial insight into the function of the business. Consumers appreciate excellent customer service, and using the tips above will help prove their worth.
