The Negative Review Survival Guide Part 2
So you got a negative review. Now what? In Part 1 of our Negative Review Survival Guide, we explored the power of staying calm and professional. Now, in Part 2, we’ll unveil the secrets behind crafting a stellar response that showcases your brand’s character and wins over potential customers.
What to Include in Your Response to a Negative Review
After you’ve calmed down and gathered the necessary information, it’s time to craft your response. Thankfully, there are some simple guidelines you can follow to strike the perfect balance with customers.
1. Thank the Customer for Their Feedback
It might seem odd to thank someone who left you a negative review, but expressing gratitude shows that you value all feedback—good, bad, and ugly. Thanking the reviewer demonstrates that you care about your customers’ opinions and are committed to improvement.
Examples:
“Hello, Paul, thank you for taking a moment to tell us about your experience at our location.”
“Thank you for bringing this issue to our attention, Nikky.”
2. Acknowledge the Customer’s Concerns and Apologize
The most obvious part of any good bad review response is addressing the customer’s concerns, but there is an art to doing so effectively. Start by using the customer’s name to make them feel personally heard and valued. Most importantly, remember that regardless of your feelings about the review or its accuracy, it’s essential to avoid arguing, as it can seem antagonistic and may escalate the issue further. Public disputes rarely end well.
While an apology is a key component of your response, it’s important not to overdo it. Over-apologizing can appear insincere and unprofessional. A straightforward, heartfelt apology often works best.
Examples:
“Helen, we sincerely apologize for the frustration and inconvenience you experienced during your recent visit.”
“We are sorry to hear that you had a negative experience with one of our staff, Mason.”
3. Take Responsibility
Taking responsibility in your response, even in a general sense, demonstrates your commitment to high standards and customer satisfaction. It’s less about confessing fault and more about reaffirming your business values and showing what your business stands for.
Examples:
“We strive to provide excellent customer service and regret that we missed the mark this time.”
“While our staff takes pride in our service, we realize that we may occasionally fall short.”
4. Offer to Rectify the Situation or Discuss It Further Privately
This is typically the final part of your response. It’s not enough to apologize; prospective customers want to know what actions you’ll take to make things right. This doesn’t need to be a grand gesture; often, it can be as simple as inviting the reviewer to contact you directly to discuss the matter. This also helps take the discussion offline and out of the public eye.
Examples:
“Please don’t hesitate to reach out to our management team at [phone number] to see how we can resolve this for you. Thank you.”
“We would like to personally address your concerns and find a resolution. Please contact our office at [phone number] so we can discuss your experience in more detail.”
Putting It All Together
Combining these four elements gives you a thoughtful and effective response to negative reviews that is also pretty simple.
Here’s an example you can use as a template. Feel free to tweak it so it fits your business’s unique voice and personality.
Template for a General Negative Review Response:
Hi [Customer Name], Thank you for taking the time to share your experience. Your feedback is valuable to us and we appreciate you bringing this to our attention.
We’re sorry to hear about your recent experience and apologize for any inconvenience caused. Our goal is to provide excellent service, and it seems we fell short in this instance.
Please reach out to us at [phone number] so we can make things right. Your feedback is important, and we hope to have the opportunity to serve you better in the future.”
Examples of Good and Bad Responses to Negative Reviews
Understanding what makes a good response is helpful, but seeing real examples can help put it in perspective. Here are some effective and not-so-effective responses to show you what works and what doesn’t.
Good Response Examples
A Good Response to a Bad Haircut
A Good Response to an Uncomfortable Stay
A Good Response to a Plumbing Emergency
What they all got right: They genuinely acknowledged the customer’s negative experience, offered a heartfelt apology, and committed to addressing the issue.
Bad Response Examples
A Bad Response to a Scheduling Issue
What they got wrong: They bashed a competitor, which is unprofessional, and went into excessive detail, making them appear argumentative. This response undermines trust by focusing more on defending themselves than addressing the customer’s concerns.
A Bad Response to a Rude Staff Complaint
What they got wrong: The business owner might be right, but they hurt their case by being bossy and not empathetic. An apology and a polite clarification would have been more effective.
How to Turn a Negative Review Into a Positive Opportunity
Getting a bad review can feel like a huge setback, and it’s nothing to take lightly. However, it can also be an opportunity to improve and showcase your commitment to customer satisfaction. When handled correctly, negative reviews can help you attract new customers and enhance your reputation. They allow you to demonstrate your responsiveness, dedication to resolving concerns, and ability to adapt and grow from feedback.
Navigating this delicate process can be challenging, but that’s exactly why Curiosity Marketing Group is here to help. We provide tailored advice and comprehensive reputation management services to ensure that every response is crafted with care. Our expertise helps you transform potential setbacks into powerful affirmations of your business’s values and customer commitment.
Reach out to find out how we can help get your online reputation on track.