[vc_row][vc_column][vc_column_text]Negative reviews happen, you can offer an amazing product or service but chances are at some point, someone will have a complaint. With how important reviews are these days, this can be devastating to any company. Although it is always best to be preemptive about negative reviews by always going above and beyond for your customer’s loyalty and trust when negative reviews do happen it is important to use them as an opportunity for positivity and for brand trust.

The good news is there are ways you can turn those negative reviews into a positive experience. In fact, in many instances, customers have actually changed their negative reviews into positive ones when the business handled the issue appropriately. Here are some useful tips for handling negative reviews:

1. Respond Quickly

When you receive a negative review, it is crucial you respond as quickly as possible. This is why it’s so important to stay on top of your web presence and know where reviews are being left for your company.

It can be tough to read negative comments about your business but ignoring these reviews isn’t going to help you although it does have the potential to do severe damage. The longer you leave an issue unresolved, the more likely it is to get out of control.

You might not have an immediate solution to the problem, but it’s still important to let the customer know you have received and acknowledged their complaint.  If at all possible, give the customer an accurate timeline of when they can expect a resolution.

2. Reach out Publicly

Reaching out publicly to negative reviewers is another aspect of response that can demonstrate how your business handles issues. When potential customers can actually see a helpful response, it shows that your company cares.

Above all else, customers want to be heard. They want to know a company cares about their experience. By responding directly to the reviewer, you are showing you care about their negative experience and that you take it seriously.

Your response will also help to build trust, not only with the reviewer but with future customers who see you value customer experience. Building trust is essential in business. By responding to complaints and negative reviews, you’re showing the public that you can be trusted. Not only does it prove a willingness to make it right, but it also shows you admit to your mistakes.

Negative reviews have the potential to drastically affect your profit margins. In some studies, even just a one-star drop in a rating could lower sales by 9%. However, responding to the review directly can prevent a loss of sales, showing potential customers you have taken steps to address and rectify the issue.

While it is beneficial that potential customers see you are reaching out to handle an issue, keep in mind that any pressing or deeper issues should be handled privately. You should try to avoid going back and forth with a customer about an issue publicly. Extensive issues, without a timely and simple solution, should be kept offline.

3. Remain Professional

You know the value of your business so reading a harsh review might be especially difficult, but while sending a sarcastic reply, or responding out of anger may seem momentarily gratifying, STOP! The long-term effects of this kind of response greatly outweigh any spontaneous gratification. Remember, you’re part of a business and that means operating professionally and in the interest of your customers, even the unhappy ones.

It’s absolutely essential that you remain calm and professional when dealing with negative reviews. Stay unemotional and try to look at the situation from the customer’s perspective. No matter how rude they appear to be in their reviews, take a step back and remember: the customer is ALWAYS right.

4. Offer a Solution

This may seem straightforward but it’s important, whenever possible, that you make sure you are offering a solution to the problem addressed in the negative review. Ideally, you will want to offer more than one potential solution. Offering multiple options shows you genuinely care about the customer’s experience and that you want to fix the negative experience. If there is no direct solution to the addressed issue then offer a free gift or a refund.

A few bad reviews won’t necessarily kill your reputation, but handling them in the right way is essential for success. Want to learn more? Contact us today.[/vc_column_text][/vc_column][/vc_row]