Any business owner who received a negative review knows how badly it can impact their confidence. You work hard to deliver exceptional products and services for your clients, and learning that you failed to uphold their expectations can be hard to process. But receiving a negative review isn’t the end. From your client’s perspective, the review is them hoping to bring something to your attention. In fact, a TripAdvisor study shows that 89% of people see a business in a positive way if they respond to a negative review.
That’s why you should know how to embrace negative feedback, even if you feel blindsided. NUVEW Web Solutions offers a few of our tips for turning a bad review into a new opportunity to further your online presence. Start your digital marketing strategy.
Choose the Right Length, Tone and Style
Just like your website’s content, your review responses need the right length, tone and style. Avoid using a canned response for negative reviews, since this can seem dismissive and potentially oblivious. Before you begin writing your response, review the basic elements of good writing. The wording is important to get your point across without minimizing the customer’s concerns. Your response should be concise and apologetic. Negative reviews typically require a longer response than a positive one, since there’s more to address, so it’s ok if it’s lengthier than your typical review. Personalization shows the client that you are listening carefully to their concerns.
An unhappy customer will most likely focus on the negative in the review. Even if their experience wasn’t completely bad, that’s likely what they’ll mostly spend their review discussing. Understandably, this can be frustrating for a business owner, since everything isn’t so black and white. While you may wish to get defensive, take an empathetic approach instead. Use an assertive tone that reaffirms your values. Offer an explanation to clear up confusion without excusing anything that happened. Empathy goes a long way in helping clients feel valued, even if they aren’t satisfied.
Address the Matter Right Away
Creating a thoughtful reply can take time, but don’t wait too long to address the issue. A quick response helps customers feel appreciated, and they may be more likely to hear your side of the story. You’re focused on their satisfaction, so responding sooner rather than later gives you some control over the situation since your clients will see that you’re proactive.
In some cases, responding to a negative review increases the odds that they’ll give you another chance. You want to make it clear that their experience isn’t the norm. Offer a solution to their issue, whether that’s a private consultation to discuss the matter further, a discount or a replacement. Showing that you want to solve the issue demonstrates how much you care and can even regain their trust.
Make the Most of Client Feedback
When you see a negative review appear, find the silver lining. Strategizing your responses can improve your public relations and boost your image among prospective clients. NUVEW Web Solutions can enhance your online presence through our Northwest Indiana web marketing strategies. Call today for a consultation.