Responding to Negative Online Reviews
No matter your business or industry, bad reviews happen— even if they’re undeserving. While you can control comments posted on your blog and social accounts, you don’t have the ability to remove bad reviews on third-party review sites like Google+, Yelp, TripAdvisor, or Angie’s List. If your business is getting nailed by negative reviews, here’s how you should react.
Respond Promptly and Politely
When someone posts a negative review about your business, more often than not they are not trying to defame your company. But rather, they are dissatisfied with their experience with your business. When you receive a poor review, don’t let it go ignored. Respond quickly; start off my apologizing and then offer a solution to make amends.
When you respond, be polite. For example, you could say: “Hello [Customer Name], We are so sorry to hear that you are dissatisfied with our service and appreciate your honest feedback. We are privately messaging you to discuss how we can make things right. As always, you may also contact our Customer Service line.”
Responding promptly shows this and other customers that you care about their experience with your business, as well as value their feedback. It can also help prevent someone from posting more negative reviews on other review sites.
Report False Reviews
A review should only be reported if it is false or harassment. If someone is posting false and spamy reviews about your business, contact the review site asking them take it down. This should not be done for all of your negative reviews, as you want your customers’ voices to be heard and their issues to be resolved. In order to report a false review, you have to claim your business listing.
For assistance with improving your business’s online reputation, contact Neff Associates, the leading public relations company in Philadelphia: 215-627-4747.