Running a business is by no means an easy task. From running the day-to-day operations to managing finances, being a business owner isn’t something to be taken lightly. To add salt to the wound, you can’t expect to please everybody because different people have different tastes, making you unprotected from negative reviews.
Negative reviews should be taken seriously for any business because they can damage your online reputation and cause people to look elsewhere when ready to spend their cash. You might set yourself on the path to aggression to defend your business, but this puts you in a negative light, not to mention losing prospects.
There’s no magic solution to make these reviews disappear, but the good news is that you can learn from them and accept them with grace. With this in mind, here are some of the best methods of responding to negative reviews.
#1 – Address the Reviewer Directly
Even though the consumer who posted the negative review may be upset, there’s nothing wrong with directly addressing their comments. The consumer may be expecting you to lash out and defend yourself, but you don’t have to engage in a war. It’s best to stay on your best behavior and act like a human so that you don’t blow a customer away.
#2 – Say Thank You
It’s always a good idea to say thank you after negative comments. This shows the reviewer that you appreciate their words and aren’t afraid to admit fault. It will also encourage them to post more reviews, particularly if they get the response they need.
#3 – Take the Responsibility
Most of the time, the negative reviewers will be upset with the product or service they received. By taking responsibility, you can show that you are willing to help the buyer, not to mention make them feel like you care. If you take the blame, they won’t feel guilty, and they will be more likely to leave a positive review when they try your offerings again in the future.
#4 – Apologize for What You Think You Did Wrong and Sympathize
If you think you may have done something wrong, apologize for it. You can’t change the past, but you can apologize for it and work hard to make sure it’s not a problem in the future. Your apology will show that you are serious about your actions and are willing to keep trying until you get it right.
Additionally, you should never attack the customer. You might think he’s been hard on you, but you’re never going to make the situation better if you go for the throat. Instead, sympathize with them and show that you’re concerned about their experience.
#5 – Make Things Right for the Customer
In addition to apologizing for your actions and showing that you care about the situation, you should try to make things right for the customer. There are many ways to do this, but you could include a refund, a replacement item, or a store voucher. This is an effective strategy because it shows that you will not let the customer down and will work hard to get things right.
#6 – Take the Issue Offline
If you’re going to respond to a negative comment, make sure you do it in private. There’s no reason to make it public because it will only worsen the situation. If you make the comment public, it will be more likely for others to join in the conversation, making it more like a public debate, which is never a good thing. This can also drive more prospects away, so keep the matter private.
#7 – Ask for a Second Chance
Above all else, you shouldn’t shy away from asking for a second chance because this is the most effective way to get customers back on board. It’s an excellent way to catch the customer off-guard and make them sit up and take notice. If you take the time to ask for a second chance, you might find that they have a soft spot for you and will give you another chance.
There’s no way to avoid negative reviews, but you can learn from them and use them. By effectively dealing with negative reviews, you can turn them around and show your customers that you care about what they have to say. Your goal is always to be the best business owner, so take the time to listen to your customers and address their concerns.
Varemar provides top-quality services for online reputation management in New Jersey. We understand the different needs among businesses, so we develop solutions to ensure that your business will look good to your audience. Reach out today and allow us to build your strategy!