How to Respond to Negative Reviews

How to Respond to Negative Reviews

Reviews provide valuable insights into products, services and businesses, aiding consumers in making informed decisions. For businesses, they provide valuable feedback and testimonials which can build trust, attract new customers and foster loyalty.

Even negative reviews can be beneficial to businesses. When addressed constructively, negative reviews give you an opportunity to learn, develop and demonstrate commitment to customer satisfaction.

Responding to negative reviews shows that you value customer feedback, care about their experiences and are committed to addressing issues. To help you turn the situation around, follow our advice on how to effectively respond to negative reviews.

Stay Calm and Collected

Although receiving a negative review can be emotionally challenging, it is crucial that you approach the situation with a calm and collected mindset. Take a step back, breathe and remind yourself that constructive feedback, even if critical, can help your business grow.

Get the Facts

Before responding to a negative review, check your system or records for the customer and gather information pertaining to their issue.

This will help you to get an understanding of your customer’s experience with your business and what went wrong and allow you to give a more personalised and informed response.

Respond Promptly

Timely responses show that you take customer concerns seriously. Respond as soon as possible, ideally within 1 or 2 days, to demonstrate your commitment to addressing issues promptly.

Say Thank You

Show your customers that your business appreciates their feedback, good and bad. Always say thank you in responses to any reviews. Here are some ways you can say thank you to reviews with different sentiments:

  • Thank you for your review.
  • Thank you for bringing this to our attention.
  • Thank you for letting us know about this.

Empathise and Apologise

In your response, you should express empathy and understanding for the reviewer’s experience. Acknowledge their feelings and let them know that you value their feedback and apologise.

Saying sorry shows that you care about your customers and that you are not too proud to own up to your mistakes. Apologise, when appropriate, but do not take responsibility for things that were not your fault.

If your business is at fault, take responsibility for the problem. Apologise genuinely and explain what steps you are taking to address the issue and prevent it from happening again in the future.

If you believe your business is not at fault, you could say, “I am sorry to hear that you are unhappy with our product/service”. This way, you are still apologising but without accepting responsibility.

Try to Resolve the Issue

Avoid generic responses that do not address the specific issues raised. Include details of the customer’s experience in your response and communicate any actions, changes or improvements that will be made as a result of their feedback.

Whenever possible, offer a solution to the problem mentioned. Whether it is a refund, a replacement, or a discount for the future, demonstrating your willingness to make amends can go a long way.

The customer will be unable to reply to your response, so you may want to give them a way to contact you to discuss things further, such as if you need additional information from them.

Consistently Monitor Reviews

Continue to monitor reviews regularly and respond to them consistently, whether they are positive or negative. This ongoing engagement with customers shows that you value their opinions and are committed to providing excellent service.

For expert advice and help in gaining and monitoring reviews, call the team at Trustist on 01904 217140. Together, we can improve your online reputation, help you stand out from the competition and get more clicks, enquiries and sales.

Reputations are built on happy customers

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