With any business comes reviews, and they’re not always going to be positive. Reviewing businesses online is so easy nowadays, even more so now you can post directly onto businesses social media accounts. Because of how public this is it can be a little daunting for someone who has to reply. So here are a few tips for responding to negative reviews.
First things first, ignoring negative reviews or comments is not going to make them go away. If you ignore them, you’re ignoring them publicly and people will be able to see that you only replying to positive reviews. This could seem like you don’t care about your customers or their opinions. Make an effort to respond to every negative review or comment you get. Responding alone isn’t enough; you have to respond as soon as if you want to give off a good impression. If it takes you more than a day to respond to a review, you’re coming across as negligent.
When replying it’s easy to just acknowledge the review, but actually trying to fix the problem would be better. Do everything you can to fix the problem yourself. If you can’t, then redirect your customer to another member of your team who will definitely be able to help. Again, showing your customers that you are a company that cares. Doing whatever you can in order to increase customer satisfaction should be a priority.
Negative reviews aren’t just people bashing your business. They’re usually genuine customers expressing concerns or bringing up issues, so you should listen to them. Reviews, both good and bad, are a great way to see what you’re doing right within your business. They’re an even better way to see what you’re doing wrong. If you listen to your customer’s concerns and address them, you’ll be bound to get more positive reviews in the future. You are there to provide a service to your customers and if they aren’t happy, you should be doing everything you can to change that.
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