Online review is highly influenced, whether a client will do business with you or not.
If you don’t care about your reviews you might lose your potential clients.
However, it is mandatory to respond to your reviews. There is nothing to surprise on a negative review, especially if you don’t know where the problem begins.
Reviews which are posted online can be read by any other people and it will remain forever.
Rules Before You Could Respond to Negative Review
Each case is different from one and other, so the same strategy won’t work on every response.
Remember one thing before you could respond to a review,
The client may be angry who cannot be easily convinced, you must reply to them with a favor so that it won’t affect your future businesses.
And you should not skip a negative review, it will create a remark about your business.
Responding to negative reviews also makes you stand out from your competitors. Most companies don’t pay attention to reviews – so customers will remember the companies that do pay attention to what their customers feedback. That means they’ll remember you.
How to Handle Negative Reviews
When it comes to a negative review on the Internet,
Apologize for a mistake even if the customer is wrong. Remember the old rule of “the customer is always right.”
Don’t let your ego or feelings get in the way. It’s never worth it.
Do the best for your customer so they may connect to you directly instead of a negative review.
Capture Complaints Before They Turn into Reviews
Think about the process to capture complaints in advance a negative review can be posted, instead think about the other way you can fix them before the customer could post a negative review.
Don’t just respond to the negative reviewer — fix their problems, too. In some cases, depending on the situation, you may contact them by phone so you can discuss the issue/problem in person to fix it.
Some People Will Never Be Happy
There are some people who will never be satisfied with whatever you do. It is an impossible task to satisfy them.
They will leave a negative feedback and there is nothing you can do about it. Responding to this kind of reviewer is no use but it will help your future customers.
You just need to show your clients that you’re willing to work hard and fix any issues they are facing.
You must focus on your angry client’s experience to improve their problems fixed with a proper response.