Why it is important to respond:
Negative reviews are bound to happen. Although no one likes to receive criticism about their business or employees, a negative review can provide you with helpful feedback about your business, product, service, or employees.
Google My Business says, “Reviews from your customers can provide valuable feedback for your business, and replying to reviews can help build your customers’ trust.” It’s very important to remember that the customer is sharing their experience, and their feelings are valid. It doesn’t matter whether they are right or wrong, what matters is how they feel.
Your goal in writing a response is to empathize with their feelings about what they experienced, thereby diffusing the situation. In most cases, someone who is very upset becomes reasonable and agreeable to resolving the situation once they have been heard and know the company cares. Mack Collier’s research shows that of the customers who received a response from a business after posting a negative review, 33% turned around and posted a positive review, while 34% deleted the original negative review.
One approach to negative reviews:
Our friends at Redfork Marketing recently shared this amazing guide on responding to 1-star reviews.
They also note the importance of responding to reviews, and discuss Apple’s 3 A’s tactic for addressing customer concerns.
Redfork advises: “When a customer is upset, they want to be heard! Craft your response to acknowledge their concerns, align with their experience, and assure them you’re there to help.”
If you apply this method when responding to not-so-wonderful reviews, you’re sure to make your customer feel heard and acknowledged, and they are likely to change their opinion about your business and possibly even reconsider their review.
Here is our more in-depth formula for responding to negative reviews:
Responding to a negative review gives you an opportunity to resolve whatever went wrong between your business and the customer. The people who leave negative reviews usually care enough about your business to let you know that something is wrong, which means that if the issue is resolved, they’re likely to return to your business.
I’m the marketing coordinator for Shout About Us, I write these blog posts and also our email newsletters, and I post on our social media accounts. I’m passionate about lifelong learning, traveling, the beach, jigsaw puzzles, and fiction (especially Vonnegut)!