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Jun 13, 2018

How To Handle Negative Reviews

Below are step-by-step instructions to handle negative reviews

In this era of digitization, sharing of personal opinions and information has become easier than ever. It wouldn’t be an exaggeration to tell that your business has got a lot to gain from positive reviews and a lot to lose from negative reviews. So, what do you when a customer writes a negative review for your business?
Not all strategies against negative reviews seem to work, but here are 5 sure shot ways that will pacify angry customers who leave negative reviews.

1. Never Argue
Never argue with a reviewer online. Yes, you might make it to the news and all that publicity might get you some extra business. But, think about it - a year from now, if your potential customers chance upon your argument, your whole organization will look unprofessional to them.

2. Talk to the customer
If you have got a bad review, get in touch with the customer as soon as possible. Try to understand what went wrong and offer your solutions.

3. Offer a Public response
Offer a public response to negative reviews.Your response should reflect your business’s values. In any case, don’t be rude or unapologetic. Thank the customer for his patronage, accept full responsibility for the situation and mention what you’re doing to set his complaint right. Check out our free review response templates to get started.

4. Ask for feedback

Try to stop a negative review even before it happens. If possible, talk to the customer after you have serviced them. Most of the times, people leave a bad review because the product/service did not live up to his expectations.

5. Explain your position

If the negative review is due to something that you can’t help much about (like the pricing of your products, turnaround time or color of the tablecloth), explain your position and promise that you will consider revising your options in future. 
Remember, most of the review sites will not allow you to delete or edit customer reviews. Although negative reviews are not really a bad thing, how you react to those reviews will reveal a great deal about what your business is all about.