How to Respond to Negative Google Reviews
We know that receiving a negative review is not something you would like to encounter, let alone engaging with the person who left that review. However, we are here to tell you to respond to that unhappy customer. It might sound crazy, but here are a couple of reasons why you should:
How should you reply to negative reviews of your business?
- Stay calm. It can be infuriating when somebody leaves a bad review, but you do not want to say something mean or unprofessional in your response. Take a few minutes to calm down, and then return to your computer to write your response. Don't wait too long though; 52 percent of consumers expect a reply within one week of the original comment.
- Remember why you're replying. The reason you're responding to this review is to try and win back the customer. You also want other consumers to see that you care enough about this problem to want to fix it.
- Your response should include an apology, even if it isn't your fault. You aren't taking the blame by apologizing; you are showing that you are genuinely sorry that the customer had a bad experience.
- Remind the reviewer (and anyone else who's reading) that this experience is unusual. Let them know how things generally run with your business and highlight any strengths that your team demonstrates on a day-to-day basis.
- Repeat the positives. If the reviewer mentioned anything positive about your business, be sure to reiterate that point to reinforce the fact that your business is usually on top of things.
- Take it offline or offer to make it right. Having the reviewer call or visit your business is a much more efficient way of fixing a problem. You can also offer a coupon or discount for their next purchase, but don't try to bribe them for a better review. You should genuinely try to make things right.
- Bury this negative review by getting new positive reviews. You can never have too many reviews, so start asking all of your customers to review your business. The more positive reviews your business has, the less noticeable the negative one will be.
- Remember that you can't please everyone. Not everyone will return to your business after having a rough experience, but that's ok. Focus your time and energy on building stronger relationships with happy customers.
- Know that negative reviews aren't the end of the world. They might even help build your business' credibility. Consumers can be suspicious if a company has many great reviews and no negative ones, thinking that they are fake (or bought). However, they know that nobody would pay for negative reviews.
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