Why You Should Respond to NEGATIVE Reviews

Responding to all your reviews (including the negative ones) will go a very long way in showing potential customers that you care about what customers have to say about your business and that their satisfaction is your top priority.

Sadly, it is unlikely you will able to please every single customer.

But what you can do is respond to the negative reviews explaining a little bit about the situation and showing your side of the story of what went wrong.

PLEASE REMEMBER

Other customers will also be reading your response! So be sure to be extremely polite and do your best to offer a solution.

Fight the impulse to go into defense mode.

Take into consideration why the customer is having negative feelings about your service.

This is a great opportunity for you to use this feedback to your advantage and find out what area of your business could use a little improvement to avoid other similar issues from happening in the future.

Keep in mind your responses are public. It is very important to show a new potential customer that in the RARE event that they have an issue with your business, you will be willing to go above and beyond to remediate the problem.

Do your best to provide a solution, rather than just saying you are sorry.

For example, you can always offer a small discount for the service they just had or for future services if that applies. If not, a gift card for any well-known store should help in the attempt to apologize for the situation.

If the solution you offered to fix the issue made them happy, they may even consider removing the negative feedback they left you.

In conclusion, potential customers want to know what the general feeling about your business is.

Show them you care and you understand high-quality customer service is right up your alley!

– 45% of consumers say they’re more likely to visit a business that responds to their negative reviews. (Review Trackers, Online Reviews Survey).

– 53% of customers expect businesses to respond to negative reviews within a week. (Review Trackers, Online Reviews Survey).