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How to Handle Negative Reviews About Your Company

Negative reviews are quite terrifying for the small business owners or head of marketing when they find some, making ways into their inbox. There’s this heart-stopping feeling like your goodwill is destroyed and the business will discontinue developing

While these negative reviews can undoubtedly make your goods or service look bad, these days; negative reviews are merely a part of doing marketing. It’s best to keep calm and deal with it smartly, instead of freaking out and making a rash reply.

We All Know There’s Nothing Like Perfection

As reviews have now become a big part of our marketing experience, customers are getting moderately used to witnessing bad reviews, paid reviews, and overly glowing reviews. We know that we should go through some to get an exact picture and that we shouldn’t put too much substance on any one of them. We know that one person’s unsatisfactory experience is not fundamentally an overall representation of that particular product or service. People have different requirements, preferences and what is right for one may not be suitable for another. People understand that.

So if you have got a bad review, don’t freak out. It’s undoubtedly not going to ruin your business. What’s significant is how the review is pleaded. This is critical to both the reviewer and any prospective readers of the review.

If a review unveils some failure in your company, take solace in the reality that perfection doesn’t exist. Somebody is going to drop the ball ultimately. Pick up the parts and move on.

Handle the Bad Review

Reply to the review

You definitely should leave a reply to any bad review you receive. But if you’re angry or upset, give yourself some time to simmer down. A professional, helpful response is crucial for turning this into a positive experience for the reviewer and future readers.

Once the anger and frustration have subsided, think about how to approach your response. There are some explicit dos and don’ts to consider about before you kick off.

Don’ts

  • Don’t sound offended
  • Avoid blaming the reviewers
  • Don’t make excuses
  • Don’t go back and forth more than once or twice. Nobody wants to see a battle between business and a dissatisfied client.

Dos

  • Recognize the issue
  • Apologize in an official way
  • Try painting a positive image of the business.
  • Suggest a fix
  • Offer some compensation
  • Suggest taking back and forth conversation offline

Wretched customers require quick replies on social media, and so we should try to give that.  You can say something like, ‘Thanks for pointing that out. I’m happy we were able to get the problem resolved to your satisfaction.” If a resolution is difficult, create a thoughtful reply as quickly as possible.

Handle the employee

If the unsatisfactory review was about an employee, get all the knowledge you can about the conflict. Barring any gross or inexcusable behavior, work towards training the employee on the correct way to handle situations with clients. Make sure to describe in the reply how you used the unfavorable situation as a learning opportunity.

Handle the customer

Try to check that the customer is genuinely somebody with whom you have done any business. If so, verify whether or not there was any prior correspondence with the client. If you have contact info, reach out quickly to suggest a resolution.

Check for Spam Reviews

Check to be sure that you haven’t gotten a spam review. Spam reviews can be reviews left for the wrong company. They might be bad reviews left discreetly by competitors.

Learn From the Experience

While it’s essential to be trained and focused and not be influenced in product advancement by every customer request, listening to customers is necessary for developing healthy relationships with customers and in providing excellent service and support. There is a lot to master by listening to clients complaints.

When you get the same carping over and over, you know your business is lacking somewhere that should be addressed. If this is the case, work towards correcting the lack.

Even if the insufficiency is resolved months down the road, you can go back to the negative review (or reviews) and leave another reply, mentioning what has changed.

Alma Reed is an author and researcher dedicated to enhancing productivity. He is deeply interested in areas like time management, increasing productivity, and fostering healthy routines. Through his writing, he aims to assist people in boosting their job performance and attaining an ideal balance between work and life.

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