![]() ![]() No matter how unfair a negative review, resist the urge to defend every point and prove your case. Three to four sentences is a good rule of thumb. When it comes to responding to negative reviews, less is more. We’d greatly appreciate the opportunity to make things right and work toward earning back your business.” “If you’re open to discussing this further, please call us at (888) XXX-1234 and ask to speak with Jamie, our General Manager. It also shows that your company takes customer service seriously enough to have someone in charge of addressing those problems. Doing so demonstrates your receptiveness to feedback and shifts the power dynamic by turning a monolithic organization into a personable one-on-one encounter. ![]() Provide contact information, including the name of a specific company representative, if possible. Instead, aim to take the conversation offline. In fact, trying to fix everything in one electronic response can often do more harm than good. Very rarely will you be able to completely resolve a reviewer’s bad experience thanks to your empathetic online reply. Think of it as a way to address the reviewer’s concern while delivering a little backhanded compliment: “ We’re usually known for our exceptional customer service and we regret that we didn’t live up to those expectations here.” If possible, this is also a good opportunity to contrast the reviewer’s bad experience with your company policy or what customers usually experience when they visit your business. Doing so shows that you’re paying attention to their review - that you hear them and care enough to tailor your response to their unique situation. Yelp isn’t a court of law you are not going to be awarded justice simply because you proved a reviewer wrong and effectively stated your case.Įven so, it’s often a good idea to briefly speak to the reviewer’s primary concern. A simple “ We’re sorry to hear about your experience” will do.Ī public and anonymous review platform is not the place to mount a serious defense. If the reviewer is complaining about bad service, you can still apologize that they had a bad experience without supporting their criticism of your attention to detail. It’s how they feel.Ī little sympathy goes a long way toward defusing the situation. You may argue with the facts of the situation (which you probably shouldn’t, at least publicly - more on that below), but you can’t argue with how they feel. Yes, an apology is appropriate - even if you don’t think you did anything wrong. With that in mind, here’s how your business should respond to negative reviews to make the most out of an otherwise unpleasant situation.
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