How to Respond To Negative Reviews

With any business comes reviews, and theyre not always going to be positive. Reviewing businesses online is so easy nowadays, even more so now you can post directly onto businesses social media accounts. Because of how public this is it can be a little daunting for someone who has to reply. So here are a few tips for responding to negative reviews.

First things first, ignoring negative reviews or comments is not going to make them go away. If you ignore them, youre ignoring them publicly and people will be able to see that you only replying to positive reviews. This could seem like you dont care about your customers or their opinions. Make an effort to respond to every negative review or comment you get. Responding alone isnt enough; you have to respond as soon as if you want to give off a good impression. If it takes you more than a day to respond to a review, youre coming across as negligent.

When replying its easy to just acknowledge the review, but actually trying to fix the problem would be better. Do everything you can to fix the problem yourself. If you cant, then redirect your customer to another member of your team who will definitely be able to help. Again, showing your customers that you are a company that cares. Doing whatever you can in order to increase customer satisfaction should be a priority.

Negative reviews arent just people bashing your business. Theyre usually genuine customers expressing concerns or bringing up issues, so you should listen to them. Reviews, both good and bad, are a great way to see what you’re doing right within your business. Theyre an even better way to see what you’re doing wrong. If you listen to your customers concerns and address them, you’ll be bound to get more positive reviews in the future. You are there to provide a service to your customers and if they arent happy, you should be doing everything you can to change that.

To talk to our social media team, call 0151 329 2993 today.

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