The best way to ensure happy customers are leaving positive reviews is to recommend customers leave reviews. They want to make an impact on the people operating the business being reviewed, but also the future of that business so that others don’t experience the same hardships as them. Remember, there’s so much more to lose for businesses that don’t act professionally and don’t rectify a negative situation by satisfying a displeased customer. Stay buttoned-up, remember to think of the customer and their displeasures, and always offer an apology. Keep the same attitude you’d want an employee to use in person. Regardless, a business should never stoop down to that level of unprofessionalism. There’s no doubt: some reviews get downright nasty. This typically results in an outcome that is better for the customer as well as the business in the long run. Most negative reviewers – and customers in general – prefer an honest response to a genuine mistake with the understanding that their complaint is addressed in a fair and heartfelt manner. On top of being quick and thoughtful in your response, be honest. This feedback likely gives your team an understanding of some of the not-so-smooth aspects and pain points customers experience throughout their everyday experiences with your brand.Īppreciate their effort to communicate that with your brand’s stakeholders, and make a difference based on it. On top of being quick on the return, all review responses – especially the negative ones – need to be appreciated for their true value.Īll feedback is critical, and even more so when it’s negative. It’s the right thing to do and it also helps limit the damage done. If someone is upset enough to leave a negative review, they usually do it pretty soon after the negative experience takes place.Īnd they’re going to expect a fairly swift response back. It’s even harder to deal with an angry customer that can sometimes, in these circumstances, becomes stubborn and overwhelming.Īs such, here are the best 16 tips for handling negative reviews that all businesses will undoubtedly receive. It’s the negative feedback that is usually the most difficult to handle, and with good reason. Responding to the positive ones isn’t usually all that hard.
That’s why all brands must be accepting and engaging with customer reviews – good or bad, always. Just like their influence in the real world (offline), reviews not only give people a better idea of the effectiveness and quality of a specific product, service, or business – they reinforce a better-than-average customer experience, something all consumers seek. Google said so itself: positive reviews and customer-business interactions improve organic visibility.īut, more importantly, customer reviews impact real business outcomes and the decisions potential customers make to patronize or not patronize certain outfits. We all know it, whether we understand exactly how and to what extent they matter, at least in terms of organic visibility across search engines.