Getting your first negative review can be shocking. Especially if it’s not constructive or is unjustified. Many businesses instinctively want to find a way to delete them. You’ll quickly find out most review platforms do not allow you to delete or remove negative reviews unless it is truly an unjust or irrelevant review that breaks the review platforms standards. In these cases, most review sites do have methods for reporting and requesting removal of these.
Generally, most negative reviews will remain even if you don’t agree with their point of view. Therefore it’s important that you respond to negative reviews quickly and effectively. How you respond impacts not only the reviewer but all the sets of eyes that come afterward. Seeing a business handle a particularly challenging review online suggests that management is proud of their business and willing to go the extra mile to maintain their reputation!
Make potential clients see the light with these four steps: apologize, promote, get offline, keep it simple.
How to respond to negative reviews
Apologize and sympathize
The first step towards fixing a problem is acknowledging that one occurred. Regardless of what happened, a simple apology and sympathy for your customer’s experience goes a long way.
So the famous crab cakes weren’t up to par the day this particular customer visited. If they’re what you are known for, why not reiterate that? “Our crab cakes are usually a hit, we’re sorry to hear that they weren’t up to par when you visited!”
Move the conversation offline
Don’t open a can of worms. Keep the lid on tight by offering the reviewer the chance to reach out via phone, email or both.
Keep it simple
Avoid specifics and don’t ask questions. Those conversations are much better served in a space away from the prying public.
One last pro tip: leave your business name, location and category out of this. You don’t want your negative reviews showing up in search!
Now that wasn’t so bad, was it? You can use software, like our Reputation Manager, to pull in your reviews from all over the web so you can be notified and respond quickly to all reviews, both positive and negative. And if you don’t have time, let our MyMVP pros do it for you. Not only do we guarantee expertise, we guarantee it in a hurry: we respond to reviews as soon as our software pulls them in!