Negative reviews come with running a business, no matter how large or small that business may be. And it doesn’t matter how impeccable your services or products may be; there will always be someone who isn’t entirely satisfied. But what matters most is how you handle these reviews. From social media platforms like Facebook to Google and even on your own website, bad reviews can impact your brand’s reputation. However, when addressed properly, they can be turned into opportunities for growth and trust-building.
Where Can Negative Reviews Appear?
- Social Media (Facebook, Instagram, Twitter/X)
Negative feedback can appear in comments, direct messages, or dedicated review sections on platforms like Facebook. For example, a customer might post a public comment on one of your recent posts stating they were disappointed with your service.
Google reviews are often the first impression potential customers have of your business. A low rating here can drastically affect your online reputation and search rankings. People can leave negative reviews on your Google Business Page by either writing out a review or just leaving one star.
- Yelp, TripAdvisor, and Other Review Platforms
These platforms are particularly popular for restaurants, hotels, and local services. A negative review on these sites can hurt your brand’s image, especially if left unaddressed.
- E-commerce Sites (Amazon, Etsy, etc.)
Customers often leave feedback on products directly on e-commerce platforms. A negative review could deter potential buyers from completing their purchase and is often checked by other buyers before they make a purchasing decision.
What Can You Do to Address Negative Reviews?
OK, we discussed where negative reviews can be left, but it is important that they are also handled, and in the right way.
- Stay Calm and Assess the Review
Your first reaction to a negative review might be an emotional one, but it’s important to take a step back. Assess the situation objectively. Is the review justified? Does the customer have valid concerns? Understanding the root cause will help you decide on the best approach.
- Respond Promptly
Time is of the essence when handling negative reviews. Responding promptly shows that you care about your customers and are proactive in solving issues. Studies show that customers who receive a timely response to their negative review are more likely to revise or remove it.
Example: Review: “I ordered from your restaurant, and my food arrived cold and soggy. Very disappointed!” Response: “We’re sorry to hear that your experience didn’t meet expectations. This isn’t the standard we strive for. We’d love to make it right. Please DM us your order details, and we’ll send you a fresh meal on the house.”
- Acknowledge the Issue and Apologize
Start off with a simple and heart-felt apology. The key word is “heart-felt.” Consumers are smart and can tell when the apology is canned or cold. A few tips include, acknowledging the customer by their name and showing empathy towards the customer’s frustration. However, avoid getting defensive or shifting blame. Even if you disagree with the review, an apology helps you maintain professionalism.
Example: Review: “The customer service at your store was terrible. I waited 30 minutes to speak to someone, and I’m never coming back!” Response: “We sincerely apologize for the long wait time. We understand how frustrating that can be, and we’re working to improve our customer service efficiency. Thank you for your feedback.”
- Offer a Solution
Once you’ve acknowledged the issue, offer a clear solution to the problem. This could be a refund, a replacement product, or a special offer. The goal is to make the customer feel valued and heard and give them a reason to trust your brand again.
Example: Review: “The dress I ordered didn’t look like the pictures online. Very disappointed and I will not be buying from here again!” Response: “We’re sorry the dress didn’t meet your expectations. We’d be happy to offer a full refund or help you exchange it for a different style. Please reach out to our customer service team for further assistance.”
- Take the Conversation Offline
While it’s important to address the review publicly, taking the conversation offline can allow you to resolve the issue in more detail. Once the customer contacts you directly, you can work towards a resolution without airing any additional grievances in public.
Example: Review: “The technician was rude and didn’t explain anything. I won’t use your services again.” Response: “Hi [Name], We’re sorry to hear about your experience. Please reach out to our customer service team at [email] or [phone] so we can discuss this further and find a solution.”
Best Practices for Handling Negative Reviews
It is important to monitor reviews and overall sentiment as part of your social and digital tasks. In addition to manually checking, there are various social media listening dashboards that will help aggregate all of your social platforms into one easy place to review. At Clearbridge Branding Agency, when we get a new client, we automatically set up Google Alerts for any mentions, too.
We all work very hard to make our brand shine, and there’s nothing worse than reading a bad review, whether warranted or not when we’ve put our heart into making the products or services the best they can be. That being said, it’s important to remain professional, no matter how hard you want to snap back. Be sure to remain polite and professional because arguing or dismissing a customer’s feedback publicly can only hurt your brand and invite others into the conversation, which could quickly get out of control.
Addressing a negative review promptly shows that not only do you care about your customers’ experiences but you are listening, egnaged, and are committed to resolving any issues. The quicker you respond, the more likely you are to repair the relationship before it escalates. Delays in response might lead to further frustration and even more negative feedback.
Don’t think of negative reviews as totally, well, negative. Use these reviews as insight into products and services you offer that maybe you’re not seeing from your viewpoint. Just like positive reviews, negative reviews should be compiled into reports and reviewed with management to help guide future decisions and changes in the brand.
