If a customer reviews your business negatively, you should respond with professionalism and grace. Negative reviews are a normal part of business growth, and it's best to handle them with care and respect to avoid any unnecessary negativity that could hurt your brand.
It can be challenging to respond to a bad review sample, particularly if it is your first response. There are a few things you can to do ensure your response will be effective and not backfire.
Acknowledge that the reviewer has had a negative experience. It is important to show that you're sorry for what the reviewer experienced.
Apologize promptly and clearly, and keep your explanation concise (long ones are a turn-off).
Offer a solution offline: If the problem cannot be resolved online, propose a meeting one-on-one with your unhappy client to discuss their situation. This will allow you to identify the source of the unhappy customer and make necessary improvements.
Personalize your reply: Include the reviewer’s name in your response and make sure to mention something from the review. This will show them that you actually read the review, and are sincerely interested in finding a way to fix the problem.
Compensate for the pain of the customer: If you are able to, compensate them for their effort and time in a way that is positive. This can go a long way toward reducing the number of negative reviews that you get and could even lead to them staying with your brand in the future!
Use key phrases to make sure your review appears in search engine results. This will make your review visible to potential customers searching for services similar to the one you offer.
Include a thanks-you note. It's great to hear someone's positive feedback about your company, product, or service. And sending a personal thank-you card is a nice touch. By including your company’s name, your address and your website on the letter you can emphasize your gratitude.
Follow-up with the customer: While you should definitely respond to every negative review that comes in, it's also a good idea to follow up with customers who have left positive reviews. This shows that you pay attention to the comments of your customers and take them seriously.
Encourage the reviewer: Encourage the reviewer if you can to share his or her story with other people who may be interested in your business. This can be achieved through social media, emails, or telephone calls.
Never be afraid of a little humor. This will prevent your response from coming across as aggressive. In fact, a sarcastic response can be a sign that you're a fun and friendly company that takes customer feedback seriously.