Receiving negative reviews online is an inevitable reality of having an online presence. Even local businesses with high-quality services, even those that have received numerous accolades for their services, will still suffer the complaints of at least one implacable patron.
Flag the Review
The most popular online review sites for local businesses are Yelp and Google. If you receive a bad or fake review on either of these, the first thing you can do is flag the review. If it is false, contains offensive language, or contains sensitive information related to your business, this should be your first step. Yelp and Google have strict policies regarding these types of reviews, so there is a good chance the review will be removed if it breaks their policy.
Respond to the Review
Responding and addressing the review might be your best option. Negative reviews can alter consumers’ perceptions of your business, so you want to make sure you stand up and justify the situation. Here are a few steps to construct a good response to a negative review.
Acknowledge the Issue
Even if you believe that the customer who wrote the negative review is wrong, it is still important to acknowledge the issue. First, thank the customer for bringing the issue to your attention. You can respond with something like, “Thank you for giving us your feedback and making us aware of this issue.” By simply acknowledging the problem, you are taking the first step to find a solution to the issue.
Apologize
There’s no point in acknowledging the issue if you aren’t going to apologize for it. As a business owner, it’s always better to be the bigger person and apologize for the issue, even if you believe the customer was wrong. An apology will make the complaining customer happy and also show other people that you care about giving your customers the best service possible.
Provide an Explanation
If it’s necessary, explain what happened. Most of the time, an apology will be enough; however, there may be an instance where you need to clear up a misunderstanding. When explaining, try not to make up excuses; just take responsibility.
Compensate the Reviewer
Sometimes, to keep a customer happy and make sure they return to your business, you have to compensate them appropriately. If you’re willing to give them a gift card for their next visit, they will likely come back, and your business can redeem itself.
Choose Boston Web Marketing For Help With Online Reviews
If you need a professional digital marketing and SEO team to assist with your business’s online presence, contact Boston Web Marketing at 857-349-5062! Our number one priority is to not only get your business found organically on the web but also to get great reviews for your business to help build online credibility.