Believe it or not, the same premise applies to negative review response as it does to positive reviews (read "How to Respond to Positive Reviews" Here). How you respond to a negative review 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.
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 deluxe facial service wasn't up to par the day this particular customer visited. If they’re what you are known for, why not reiterate that? “Our deluxe facial service is usually a client favorite, we’re sorry to hear that your service wasn't up to par when you visited!”
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.
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 to pull in your reviews from all over the web so you can respond quickly. And if you don’t have time, seek out our Digital Agency services to 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!
LEARN MORE ABOUT OUR ONLINE REPUTATION SERVICES HERE