We are a full-service website design,
development and digital marketing agency
based in Christchurch, New Zealand.
We are a full-service website design, development and digital marketing agency based in Christchurch, New Zealand.
Negative reviews can be frustrating, especially if you feel that the criticism is unfounded or unfair, and it’s even more frustrating if the reviewer has never even dealt with your business.
Not matter what, it’s important to remember that responding to a negative review is an opportunity to turn that negative experience into a positive one, as well as show future customers that you care about your business and value their feedback.
No one expects to see 100% 5 star reviews. Just be open, honest and respectful.
Here are some tips for responding to a negative review on Google:
Stay calm and professional:
It’s natural to feel defensive or upset when you receive a negative review, but it’s important to keep your emotions in check and respond in a professional manner. This means avoiding personal attacks or getting into a back-and-forth argument with the reviewer.
Thank the reviewer for their feedback:
Even if the review is negative, it’s important to show appreciation for the fact that the reviewer took the time to provide feedback. A simple “Thank you for your review” can go a long way in diffusing tension and showing that you value their input.
Address the specific issues raised:
If the reviewer has made specific complaints or criticisms about your products or service, it’s important to address them directly. This shows that you are listening to their concerns and are willing to take steps to improve.
Offer a solution or apology:
If the issue raised in the review can be resolved, it’s a good idea to offer a solution or apology. For example, if the reviewer had a bad experience with your customer service, you could offer to have a manager reach out to them to address the issue. If the issue can’t be resolved, an apology for the negative experience can go a long way in showing that you care about your customers.
Encourage the reviewer to reach out to you directly:
If the review contains a lot of specific details or raises serious concerns, it may be best to address them privately. Encourage the reviewer to reach out to you directly so that you can discuss their concerns in more depth and try to find a resolution.
Remember, responding to negative reviews is an opportunity to show customers that you value their feedback and are willing to work to improve your business. By following these tips, you can turn a negative review into a positive experience for both you and the reviewer.