Negative reviews are not the end of the world, there is a different way to look at it and manage it. Negative reviews will help you get insights into what your company might be doing wrong or it may be feedback for a brand to focus on key areas. It is a way to improve your business.
DEALING WITH NEGATIVE REVIEWS
Respond promptly
The first step to deal with a review is to acknowledge it quickly. Take charge of your online reputation and respond to both good and bad reviews. Let your response be short and simple. With respect to negative reviews, apologize to the customer for the inconvenience and ask for the required details. The required details would help you look in to the concern at the earliest. Approach all negative reviews with a positive attitude.
Remember that the response will be read by prospective customers, too. Customers get a chance to understand both parts of the story.
Brand to update
Simply responding to the concern won’t do – customer needs resolution. Post a reply by acknowledging the fact that you have noted down the details and will be working on the concern accordingly. Keep the customer updated about their concern.
On cases which need detailed discussion, it is always a good idea to take it offline and speak to the costumer personally. Once resolution is finalized, post it online and let others know that you have fixed the problem.
Get a feedback
In some cases, customers would come back and confirm on the review stating their concern has been addressed whereas in some cases customers wouldn’t care much once the concern is resolved. You should ask for a feedback for all concerns once resolved successfully. It is an opportunity for the brand to re-build a rapport with the customer.
Generate genuine positive reviews
What is the best way to combat bad reviews? Get more good ones!
Generate more positive reviews by inviting your happy customers. The idea is to encourage your satisfied customers to be vocal about their experience online, thus creating a pool of positive reviews. You can use MouthShut’s Verified Review model to invite your satisfied customers and improve your overall rating and recommendation online.
No brand is perfect!
While it is not encouraging to read those negative reviews posted online, there is always something to learn from it and improvise. Look at the positive side of the negative reviews to build a better brand!
