For today’s retailers, those online only and ones with a brick and mortar location, negative reviews are just a part of the territory. In fact, with such a large number of on-site, built-in review and rating features, there are many situations where negative reviews are invited right in.
Part of online reputation management is handling these negative reviews, the right way. To learn how to respond and what to do, keep reading.
Respond Within 24 to 48 Hours of Receiving the Review
When a customer posts a negative review, they obviously had such a bad experience that they feel as though sharing it publicly was necessary. This means business owners have to treat it with a sense of urgency.
When the review is responded to quickly, it shows the company is in tune with customer feedback. It also shows that the business is an active participant in what is going on.
Find a Way to Make it Right
It’s important to offer to make a wrong, right. If there was someone who was unhappy with a meal they had, invite them to have dinner on the house. If they received a shirt with a hole or tear, send a replacement right away.
In many cases, a customer won’t even take the freebie offer, but it is still a good idea to make the offer. This lets customers know that the business is willing to go that extra mile.
Always Be Authentic
It’s important for customers to know that there’s an actual human who is responding to them, rather than an IFTTT mechanism or bot. Make sure that the response is as authentic as possible and reduce the use of marketing speak or jargon.
Keep things real. Make sure the conversation is honest and the customer is going to appreciate the effort.
When it comes to managing the reputation of a business online, there are more than a few factors that have to be considered. Be sure to keep the information here in mind, as it can help with any type of negative review. Being informed is the best way to handle any issue – big or small.