Handling Negative Reviews: The Do’s and Don’ts

Before the Internet, smartphones and social media, consumers would rely on friends and family to get information on products and services. But, word-of-mouth has gone global and it’s easier than ever for consumers to publicly share their opinions and reviews of products and services on the Internet.

As a business owner, you are going to have complaints. Misunderstandings happen and opinions are subjective. Fortunately, you can turn instances like these into opportunities by simply providing good customer service and remembering a few do’s and don’ts.

Do –

1. Apologize & Offer A Solution
You are responsible for every experience (negative or positive) a consumer has with your business. If a mistake was made on your part, you should take ownership and responsibility for the customer’s frustration. It’s important to be understanding and proactive in solving any issue that may arise. Sometimes, you can’t undo a mistake, but a simple apology can go a long way with a customer. It’s also not unreasonable to apologize for the fact they are unsatisfied.

2. Be Prompt & Understanding
Once you have noticed a negative review about your business, you should put together a response as soon as possible. But, it’s important to make sure the customer feels heard and understood. Your response should address how the customer is feeling and how frustrating or upsetting the situation must be. You should also emphasize the value of their feedback. No one is ever going to be more honest than an unhappy customer and this can be an opportunity to gain valuable insight.

Don’t –

1. Do Not Delete Negative Reviews
While it might seem very tempting, you should never delete negative comments or reviews. The only exception is if a review or comment is overly inappropriate. Don’t be afraid to moderate comments that aren’t contributing positively to a conversation. Also, if you suspect that a negative reviewer is trolling, then your best approach is to do nothing. When a troll does not get the response or reaction they are seeking, they will most likely go away on their own.

2. Do Not Argue with the Reviewer
When dealing with negative reviews, it’s very important to respond in a professional manner. You need to keep your cool and resist starting an argument or making an excuse. Instead, focus on being polite and courteous. When you can’t undo a problem, you can still find a way to make it up to the customer. This is a great opportunity to show that your business genuinely values accountability and transparency.

Your reputation is what establishes your brand and drives revenue growth. Online reviews have a profound impact on consumers purchasing path and many businesses still have no idea how they can impact sales. Take advantage of the opportunity to drive profitable change and growth by truly listening to your unhappy customers.

If you are a vendor of BMT Micro, an analysis of your digital reputation management is currently available as a part of our Marketing Analysis. If you would like to learn more about our Marketing Analysis and the services we offer, please contact our Marketing Specialist via email at leah@bmtmicro.com for more information.