{"id":14268,"date":"2022-05-24T10:13:44","date_gmt":"2022-05-24T07:13:44","guid":{"rendered":"https:\/\/iconicerp.com\/?p=14268"},"modified":"2022-06-27T17:41:36","modified_gmt":"2022-06-27T14:41:36","slug":"how-to-respond-to-negative-reviews","status":"publish","type":"post","link":"https:\/\/iconicerp.com\/ar\/how-to-respond-to-negative-reviews\/","title":{"rendered":"How to Respond to Negative Reviews: Tips To Boost Your Ratings"},"content":{"rendered":"\n\n\n
Whether people are on the road traveling to a new exciting place, or simply searching for a service in their own neighborhood, chances are they are scouring Google reviews or Yelp before pulling the trigger. In fact, over 9 out of 10 people consult online reviews before making a purchase. Here are some helpful tips on How to Respond to Negative Reviews.<\/p>\n

The potential impact of a poor customer review varies greatly depending on which industry you\u2019re in and its level of competition. For example, average star ratings for car rental locations are much lower, and a single negative review carries far less weight than those for small local businesses such as liquor stores. Most small businesses, though, fall into the latter category. A few bad reviews can have a major impact on future success.<\/p>\n

No matter how you cut it, small businesses need customer reviews as part of their online presence in driving customers to their products, whether it be for an online business or a brick-and-mortar retail store.<\/p>\n

Nonetheless, it\u2019s inevitable that any business, big or small, will run into hiccups with negative customer reviews. While this can provide a time-consuming challenge, it also presents an opportunity of sorts (as long as the business responds in a productive and appropriate manner).<\/p>\n

Here are some helpful tips and points on replying to negative reviews:<\/strong><\/p>\n

    \n
  1. Respond quickly and don\u2019t delete bad reviews<\/span><\/li>\n
  2. Give the review a brief but thorough response from a business account<\/span><\/li>\n
  3. Practice how to respond to negative reviews without getting defensive<\/span><\/li>\n
  4. Invite the customer to talk to you privately<\/span><\/li>\n
  5. Give the customer a reason to come back and try again<\/span><\/li>\n
  6. Embrace the critique<\/span><\/li>\n
  7. Make a plan for positive reviews<\/span><\/li>\n<\/ol>\n

    \"How<\/a><\/p>\n

    1. Respond quickly and don\u2019t delete bad reviews<\/h4>\n

    Imagine this: you\u2019ve tidied up, closed the till, and made your preparations for tomorrow. You\u2019re on your way home when a notification lights up your phone: \u201cSomeone has reviewed your business!\u201d it exclaims. Eager to hear their feedback, you sign in to your account, only to see every business owner\u2019s worst fear: 1-star.<\/p>\n

    How could this have happened? You were nice to everyone. Nobody complained. Why would anyone go out of their way to say such awful things?<\/p>\n

    First things first, don\u2019t stress. Instead of rushing to respond, take a deep breath and give yourself a few minutes to cool down. The worst thing you can do is answer in the heat of the moment. If you give yourself some time, you\u2019ll be much more measured in your response and less likely to instigate further complaints.<\/p>\n

    While it\u2019s okay to take a breather, you should never put off answering for too long or ignore the review in hope that it\u2019s drowned out by positive reviews. If the customer is taking the time to complain publicly, it\u2019s something that needs to be addressed, even if you\u2019re not actually at fault. A timely response shows that you take your customers\u2019 concerns seriously and that you care about solving the issue.<\/p>\n

    Try to respond within 24 to 48 hours whenever possible, and a week at most; just over half of customers expect to see responses to negative reviews within a week.<\/p>\n

    If you\u2019re tempted to delete or report a negative review, don\u2019t do it. The internet has a collective memory, and trying to censor or take down a review can sometimes lead to even more criticism. By attempting to remove negative content, you may end up propagating it instead.<\/p>\n

    2. Give the review a brief but thorough response from a business account<\/h4>\n

    It\u2019s always best to answer from the company account rather than a personal one, as it gives the response more weight. If you don\u2019t have a business account set up, you\u2019ll have to create an account. Google dominates reviews (with Yelp, Tripadvisor and Facebook trailing behind it, but above other review sites), so you need to make sure you have a Google My Business account at the very least<\/p>\n

    If you\u2019re going to learn how to respond to negative reviews in a way that benefits your business, you\u2019ll need to practice being concise and to the point. Instead of spending a lot of time and text explaining yourself, focus on a quick apology (more on that later) and getting more information from the customer to make it right.<\/p>\n

    The more details you get, the easier it will be to make sure this problem doesn\u2019t happen again. Was it an issue with the service? The product? Maybe they just had a hard time finding parking and got a ticket?<\/p>\n

    Remember: short and sweet. If you can apologize, ask for more information and pledge to get it right in three to four sentences, your reply will be easy to read. If you need to add more than that, try to keep in mind that it should be as skimmable as possible.<\/p>\n

    3. Learn how to respond to negative reviews without getting defensive<\/h4>\n

    When a customer attacks your business, it\u2019s easy to get defensive. They have no idea of the sweat and tears that you put into this establishment.<\/p>\n

    But let\u2019s be honest: you won\u2019t win over a customer by yelling at them and going on the defensive will just make you look bad to shoppers researching your business. If you\u2019re going to explain yourself, do it in a professional and honest manner (and remember to be brief!).<\/p>\n

    Even if you don\u2019t think you were in the wrong, an apology can go a long way and is usually the first step to redemption. It can be tough to swallow, but apologizing brings you back on par with the customer and can help mend a relationship.<\/p>\n

    Don\u2019t over-apologize\u2014groveling can make you look more guilty\u2014but make it clear you find the fact that they had a bad experience unacceptable according to your standards, and you want to make it right.<\/p>\n

    4. Invite the customer to talk to you privately<\/h4>\n

    Brushing up on how to reply to negative reviews isn\u2019t just for the benefit of the disgruntled customer. It\u2019s for all potential customers, new and old: how you respond can make or break whether they decide to shop with you or not.<\/p>\n

    But even with an airtight, perfectly-crafted review, a customer might feel like they need a little more communication before things are made right. Feel free to ask for follow up in your replies, and be sure to give them a phone number or e-mail where they can reach you. This will show them that you sincerely want to hear their side of the story.<\/p>\n

    If the customer is particularly stubborn and is local to you, offer to have them come by your business again.<\/p>\n

    The more that you show you\u2019re committed to solving the problem, the more likely it is that they\u2019ll be to change their opinion.<\/p>\n

    5. Give the customer a reason to come back and try again<\/h4>\n

    A shopper who leaves a bad review is a shopper that isn\u2019t likely to come back. That\u2019s unfortunate, because repeat customers are better for your bottom line than an endless string of new customers.<\/p>\n

    In addition to a promise to do better next time, give the customer a concrete reason to come back: a discount. For customers who are upset with your online store, offer to give them a discount code (and be sure to limit its use\u2014you can set the number of uses per code in your Lightspeed eCommerce backend).<\/p>\n

    For shoppers local to you, let them know you\u2019ll offer them a discount of a set percentage the next time they come by (and be sure your employees know which discount to apply). Give them some way to identify themselves, potentially by getting their name (privately, over email or Facebook message).<\/p>\n

    Be sure to thank them for their feedback when you offer to make it right. Validating their concerns is an important part of the process.<\/p>\n

    6. Embrace the critique<\/h4>\n

    As a business owner, it\u2019s not always easy to see the issues facing your business. Sometimes a bad review can expose gaps in your customer experience you weren\u2019t aware of. When you receive negative feedback from a customer, take the opportunity to do some self-reflection and see if there\u2019s any merit to what they\u2019re saying.<\/p>\n

    Beyond making sure you have a solid strategy on how to respond to negative reviews, take the criticism on board and see if there\u2019s anything you can do to improve in your store. Do your employees need extra training on how to package up an order? Could your loyalty program need an upgrade? Can you speed up how quickly customers pay with integrated payments?<\/p>\n

    7. Make a plan for positive reviews<\/h4>\n

    Don\u2019t just respond to negative reviews\u2014take a minute to thank customers for positive reviews as well. While potential customers are primarily concerned with how you respond to negative reviews, taking the time to be thankful for positive reviews enforces a good experience in shoppers\u2019 minds.<\/p>\n

    While you should still respond to every negative review you may get, the more positive reviews you have, the less weight negative reviews carry. However, happy customers may be less likely to leave feedback than negative customers. You might need to give them a nudge.<\/p>\n

    Tools like Ikeono allow you to send your customers text messages from your point of sale system. You could use these kinds of tools to send customers a text asking for a good review after their purchase so they don\u2019t forget to share what they enjoyed.<\/p>\n

    In addition, you could encourage customers to share their experience at the front counter (or in their invoice email, if they\u2019ve shopped online). This gives upset customers a chance to air their frustrations and see you make it right before they ever go to Google.<\/p>\n

    Negative reviews can be opportunities for growth<\/h4>\n

    There\u2019s no reason to fear the occasional bad review. By taking the time to learn how to respond to bad reviews, you might even boost your rating online\u2014and you\u2019ll have the chance to bring back a customer you\u2019d have otherwise lost.<\/p>\n

    Looking for software to help you streamline in-store purchases across every one of your locations?\u00a0Talk to one of our retail experts<\/a> to see how iconicERP can help to ignite the potential of your multi-location retail business.<\/p>\n

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