Negative Reviews - Make The Most Of The Opportunity

8th August 2011   |   Jackie Hutchings

This is hard.  Negative reviews can hurt. When you care deeply about your business, those comments can often feel like a personal attack.  But, before responding, take a deep breath and think very carefully about what you are going to write; don’t simply react and write something you’ll later regret.

The good news is that by responding politely and openly, you will often help the situation and maybe even change this customer’s perspective for the better.  However, if your comments are rude, condescending or disingenuous in any way, you will probably make the situation even worse.

You can’t silence your critics – before you know it, comments could be posted all over the internet.  So just keep your message simple: thank the reviewer for their feedback. If you can be specific about the customer’s experience and any changes you may have made as a result, this can go very far in earning trust.

A few things to keep in mind when you’re responding to a review:

  • Your reviewers are your paying customers
  • Your reviewers are only human with (sometimes unpredictable) feelings
  • Your reviewers are vocal and opinionated (otherwise they would not be writing reviews!)
  • An occasional negative review isn’t the end of the world. If you respond well (people realise that we don’t always get everything right), it can actually add more authenticity to your profile page. A profile with endless 5 star reviews might sometimes look a bit suspect!

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