positive reviews<\/a> reduce the concentration of negative responses.<\/p>\n\n\n\nSteps to Responding to a Negative Review<\/h2>\n\n\n\n
So how should you respond to negative feedback to retain customers? The main thing is to act promptly and competently. Below, we\u2019ll share the best practices to turn dissatisfied clients into your most loyal audience and build a positive image of the company.<\/p>\n\n\n\n
1. Respond Swiftly<\/h3>\n\n\n\n
Whenever you receive a negative comment, try to respond to it as quickly as possible. You might be able to resolve customer\u2019s problems right on the spot, making them loyal to you in the future, as well as figure out and correct service flaws. <\/p>\n\n\n\n
If a client gets their problems solved, or at least are heard right after the problem occurred, they\u2019re more likely to remember your fast reaction and support rather than the oversight. And, nothing helps a company build trust better than direct communication with customers.<\/p>\n\n\n\n
2. Respond to Facts, Not Emotions<\/h3>\n\n\n\n
Clients might share their negative experience online just to let their dissatisfaction out and find support from the community. No matter what the client says and how offensive their words are, show your understanding and then respond to the facts. Otherwise, you will look silly and might lose the reputation of a serious brand.<\/p>\n\n\n\n
3. Express Your Gratitude<\/h3>\n\n\n\n
Show your appreciation of the client taking time to bring the problem to your attention. That is, start your response with something like: \u201cThank you for your review,\u201d \u201cThanks for the information,\u201d etc. Thus, you\u2019ll build the image of a company that is constantly improving its services.<\/p>\n\n\n\n
4. Apologize<\/h3>\n\n\n\n
Negative feedback usually comes from poor service rather than hypercritical clients. Try to empathize with your customers in any case. Even if they made the order incorrectly or did not take into account external circumstances, it doesn\u2019t matter. Therefore, include an apology. Depending on the context, anything from a short \u201cWe apologize,\u201d to \u201cKindly accept our apologies that you felt offended,\u201d or \u201cwe are very upset that you are upset.\u201d In this case, courtesy is the key.<\/p>\n\n\n\n
However, apologizing doesn\u2019t mean you need to admit the fault you haven\u2019t committed. You can be just sorry for a poor experience a customer had, and express it to help them feel better. Such politeness is a great step towards successful communication.<\/p>\n\n\n\n
5. Take Responsibility<\/h3>\n\n\n\n
Accept the responsibility for the client\u2019s experience with your company. Thus, you will earn the respect of your customers and improve your business reputation.<\/p>\n\n\n\n
Taking responsibility usually means taking actions. Try to determine the cause of the problem and suggest the most effective solution:<\/p>\n\n\n\n
- If the customer received defective goods, offer a replacement.<\/li>
- If there was a failure when placing an order, offer a discount code as compensation.<\/li>
- If customers are not satisfied with the product or service according to objective characteristics, offer to return the money.<\/li><\/ul>\n\n\n\n
If there is no clear plan yet, let the customer know that you are looking for a way to improve the situation. If the client spent time writing a negative review, then something really went wrong, and you need to show that you care. <\/p>\n\n\n\n
6. Provide Compensation<\/h3>\n\n\n\n
You can always smooth over the dissatisfaction by offering a bonus or compensation. If the hotel guest was not satisfied with the provided services, for instance, the cleanliness of the room, then you can offer them a discount on a room of the same category or another room of a higher category for their next stay. <\/p>\n\n\n\n
Another example is if a customer waited too long for their order in a restaurant and hastened to write about it. As compensation, you can offer a free dish from the category that he had to wait for or an equivalent discount.<\/p>\n\n\n\n
7. Offer to Discuss the Issue Offline<\/h3>\n\n\n\n
It will save your company\u2019s image if you take the dialogue from the public field to personal communication by mail, phone, etc. For example, \u201cGood afternoon, [username]. We wrote to you personally to solve the problem.\u201d First, it will show how much you value the client because you are ready to spend as much of your time as it takes to solve their problem. Second, by moving the conversation into a private channel, you can avoid a possible escalation of the conflict and further outburst of anger on the internet.<\/p>\n\n\n\n
At the same time, be sure to write on the site where the review initially appeared about how you resolved the problem. This is important for other users to see that you can work out negative situations and you care about your customers\u2019 opinions.<\/p>\n\n\n\n
8. Invite the User to Come Back<\/h3>\n\n\n\n
Posting a negative review doesn\u2019t mean the client won\u2019t ever come to you. In fact, it\u2019s the opposite. They are showing you that they are open for communication, and it’s up to you to settle things amicably. Thus, feel free to invite the client to come back and see changes when responding to negative feedback. <\/p>\n\n\n\n
This will show an even greater desire to provide your client with perfect service on your part. Should they come again, this can be a great opportunity to turn the client into your influencers, who, after a second visit, can update the review.<\/p>\n\n\n\n
What should you write? For instance:<\/p>\n\n\n\n
- \u201cI understand that this moment has spoiled your impression, but I hope that it will not affect your future trips with our company.\u201d<\/li>
- \u201cWe really hope that you will return to us, and we, in turn, will do everything to make your vacation go well!\u201d <\/li><\/ul>\n\n\n\n
What if It Is a Star Rating?<\/h2>\n\n\n\n
Another type of feedback is a star rating without text. This creates additional difficulties if there is a poor rating and no explanation, which can spoil the impression.<\/p>\n\n\n\n
In such cases, you should respond to a negative review, as well, and ask the commentator to share their experience privately. Your comment should be brief and tepid:<\/p>\n\n\n\n
- “Your feedback is very important for us. Please contact us by calling [phone number] to speak about your recent experience.\u201d<\/li>
- \u201cWe invite you to contact us at [email address] so that we can discuss your specific personal experience in [company name]. Thank you.\u201d<\/li><\/ul>\n\n\n\n
Always try to ask direct questions if someone left negative feedback, but didn\u2019t elaborate. Even if they don\u2019t answer you, the following readers will see that you tried to get to the bottom of the matter and are ready to take responsibility.<\/p>\n\n\n\n
Response Examples<\/h2>\n\n\n\n
Now, let’s look at specific negative review response examples feedback, how you should or should not work with such comments.<\/p>\n\n\n\n
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