One of the unfortunate aspects of running a business is that you likely won’t be able to please every customer or they might not love every aspect of your business. As the use of social media has continued to increase, so has customer reliance on reviews and testimonials. So, how do you respond when a customer leaves a negative review on your social media, Google reviews, or another review site?
- Read the review thoroughly
The best place to start is to read the review thoroughly to gather all the information and understand exactly what went wrong for the customer. Make sure to fully understand the grievance so that you can respond effectively.
- Don’t take it personally. Breathe.
Negative reviews can feel like a blow to the stomach, especially if they are rare for your business. After you read the review, take a moment to process what went wrong. Craft a professional response and don’t let anger or frustration take over. Accept the criticism, apologize for the issue, and consider offering a special discount or something to use in the future.
- Respond promptly
We live in a fast-paced world where customers expect quick and efficient service, 24/7. Make sure to monitor your social media for customer reviews and check Google, as well as other review sites, regularly. Your customers want an answer, and they want it fast. You want to take the time to craft a thoughtful and professional response, but don’t wait too long.
- Take action
All customer reviews and feedback matter. These are a way to learn and improve your business. Customer feedback doesn’t always mean you need to make a change to your business but you should watch out for common complaints, as this does point to an issue that needs correction. Failing to correct an issue that arises often in customer reviews can harm your business in the long run.
Nobody wants to see a bad review of their business. Potential customers take reviews of your business very seriously and how you respond to negative feedback can affect the perception of your business even more. When you take the proper initiatives to react to a negative review, you can improve your business and grow your customer base. If you need help with your overall brand reputation, including properly responding to negative (and positive) reviews, reach out to us. We’d love to help.