How to respond to a negative customer review
2. Turn the situation around
Show the writer of the review, and other potential customers that you hold yourself to high standards. It has to be absolutely clear that whatever happened is not the usual course of events. By doing this, you assure future customers that they won’t be confronted with the same negative experience the reviewer wrote about.
- I’m very sorry to hear about your bad experience, Oliver. We’re normally known for our excellent service so we’ll definitely take your comment into great consideration!
- Great that you got in touch, Peter. Our business places tremendous importance on the quality on our food so we won’t disappoint next time you visit us!
3. Consider a concession
In case you feel that the comments from the reviewer are justified, consider offering them a concession. By compensating them for their time or money, you increase the likelihood of keeping the reviewer as a customer. If you’re willing to go the extra mile by offering the reviewer an extra incentive to visit your business again, you may avoid losing that customer forever.
- Hey Tim! We’re very sorry to hear about your cold pizza. You’ll receive a 20% discount on your next purchase. 🙂
- Thanks for the feedback, Rachel. You’re more than welcome to ask for a free drink next time you visit our restaurant!
P.S.: By responding to negative reviews you increase the probability that the reviewer will change his opinion and remove the review. They might even change it to a positive one! This, in turn, will improve your review site rankings.
4. Continue the conversation offline
Offering the reviewer the possibility to continue the conversation offline can be a tremendous help when dealing with negative reviews. Not only can you prevent an ongoing back and forth with the reviewer and your business, but this also indicates that you are willing to spend the time necessary to deal with the complaint of your customer.
This tip also applies to offer concessions, which was discussed in the previous point. If you feel like the reviewer is entitled to free consumption, be sure to let him or her know offline or do it privately. This way you avoid other people leaving negative comments just to get free stuff from your business!
5. Don’t mention the business name
If you’ve already read our previous article regarding best practices for responding to positive reviews, this fifth guideline will make a lot of sense to you. By mentioning your business name in your response, you increase the likelihood of it popping up when people search for your company online. While this can be a very good thing when it concerns a positive review, you don’t want this to happen when the review is negative. This will only evoke negative feelings towards your business.
6. Thank your customer for the review
It might seem really counterintuitive but thanking a customer that left a negative review is actually a great strategy. Although the customer had a bad experience at your business (and shared this with the rest of the world) he or she gave you the possibility to grow! Genuine feedback like this is something that should be appreciated.
Keep in mind that while most customers don’t leave reviews, this customer actually took time out of their day to tell you about his or her (negative) experience! Also, by saying thank you, you show customers that you welcome feedback regardless of its sentiment. This will likely generate extra reviews for your business which, in turn, spreads the word and improves your online reputation!
- Hey Sandra! Thank you for your feedback. We’re truly sorry to hear of your bad experience this time. We promise to do better next time!
- Thank you for bringing this to our attention, Mark. We’ll use your feedback to ensure that this doesn’t happen again.
Now that you’ve got the fundamentals, here are a few extras to make sure your responses are top-notch every time!
- Keep it short and sweet. No need to write a full-length essay as a response to negative reviews. By keeping things short you avoid upsetting the customer any further.
- Make it personal. Sign off with your real name to humanize your response. When there’s a real person on the other side, it decreases the likelihood of further negative reactions from the reviewer.
- Respond quickly. Don’t wait too long before responding to your incoming reviews. This will make sure your customers know you care about their experiences and feedback.