Negative reviews can be very damaging to the reputation of a company, especially if there are too many. Most customers form their opinion about your business after reading the first few online reviews. Despite the best strategies, your business is probably going to get a negative review every now and then.
An unusual outburst by a customer might not destroy the reputation of your business but a couple of similar complaints can definitely have a big impact on it. Luckily, it is not a lost cause and with a few efforts, you can fix the damage. Keep reading to find out how to do it!
1. Respond and Acknowledge
The first step in dealing with negative online reviews is to promptly look into the matter. If the complaint is genuine, acknowledge their concerns and respond professionally. When customers go through the trouble of submitting negative reviews, they expect you to respond. If necessary, apologize to the customer for the bad experience. You can also offer a solution or refund for their problem.
2. Promote a Positive Image of the Company
A good entrepreneur takes even negative reviews as an opportunity to promote a positive image of the company. Tactfully explain how such an experience is rare while making the customer feel validated. Include a few strengths of your business in the reply and address the issue on a personal level. Provide an email address or contact information to discuss the matter privately.
3. Focus on Getting More Positive Reviews
It is always a better strategy to focus on solving the problem than getting down the bad reviews. A business should focus on getting more positive reviews especially if a business relies on review-driven marketplaces. A negative review after a few positive reviews might turn away your prospect but plenty of positive reviews are likely to drown the negative ones.
With these useful tips, you do not have to wonder how to handle negative online reviews anymore. Visit The Room Marketing for professional help to build a stronger brand reputation for your business.