You must answer all reviews whether good or bad. When a potential customer is looking for your business...it's a must to respond and never agitate the person or situation as potential customers want to see how business owners respond and handle issues. Want to find out what your business looks like when someone is searching for you? Simply go to https://goo.gl/UQVube and find out for FREE
Responding to Positive or Negative review is a matter of customer service.
Online is not different than Offline. How would you respond to a feedback from a customer? If they said that your staff were great, would you ignore that comment or say thank you? And, if they said that they felt the staff were rude then wouldn't you say sorry and try and make them happy?
You MUST and ALWAYS respond to online reviews. Thank them first, then appreciate their honest feedback and apologize for their negative experience and provide an alternative to make amends.
If it is fake, it would be easy. But, never create a battle. The whole world is watching. Simply flag it as inappropriate and provide your research that it is fake or a competitors doing. But, if it is an honest review and is negative then you need to try your very best to make that customer happy. Your response is shown to the world and your sincere approach to make amends can be seen as a good customer service.
Now, I am well aware that you may never be able to make all your customers happy. Some people are just negative and critical and the only work around from negative review from them is to bury it with a lot more positive review.
We provide a review response sheet to all our clients so that they are prepared and it makes it easy for them to respond to positive and negative reviews.
The best way to do that is to have a feedback/review management process in your business.
Take a look at the review and ask if there is a benefit you can use to make your business or service better. Each review received whether negative or positive is an opportunity to improve on each and every area of your business or service. If you do not understand the review then ask the person to clarify the concern. It may be that with a better understanding of the situation you would be able to correct the problem.
When faced with negative reviews online, it's important to respond in a professional and timely manner. Here are a few tips for handling negative reviews:
Acknowledge the concern: Start by acknowledging the customer's complaint and apologize for any inconvenience they may have experienced.
Take responsibility: Take responsibility for the problem and assure the customer that you are taking steps to resolve it.
Offer a solution: Provide a solution to the problem, such as a refund or a discount on their next purchase.
Follow up: Follow up with the customer to ensure that the issue has been resolved to their satisfaction.
Learn from the experience: Use the feedback from negative reviews as an opportunity to improve your business and prevent similar issues from happening in the future.
Be professional and respectful throughout the whole process, this will show that you take your customer's feedback seriously.
Lastly, try to address the issue privately before making a public reply, this will help you to have a better understanding of the situation and the customer's expectations.
I would write a rebuttal as quickly as possible. Keep it professional and to the point. Depending on what the grievance is - clarify what happened, apologize if necessary and offer to make it up with a discount on the next purchase. If it is more personal attack on your skills - you may need to write something like....... "I am sorry and shocked to read this review of your experience - too bad you didn't voice your concerns while you were here in the shop. If you would like to have me fix your hair, please come in as soon as possible - otherwise, I wish you luck in finding a new hairdresser."
Without positive word of mouth, you have no way to sustain yourself in business. Just getting new customers won't fix the problem if you don't address negative past experiences.
You want to be prompt about responding to negative online (or face-to-face) reviews yet it's critically important to learn how to do so with poise, controlling your own negative emotions. Otherwise you will most likely escalate problems.
If you can respond online initially with poise, respectful curiosity and empathy and then do the same in a conversation on the phone or in person, then excellent.
If you don't possess these skills nor have the commitment to develop them or the desire to respond to negative feedback, then hiring the right professional to do it for you would be the winning strategy for your business.
Responding promptly with empathy or compassion is always wise. Poise. Curiosity. Asking questions to clarify the problem or problems. Patience to listen without becoming triggered in anger and flooded emotionally. Suspending judgment. Asking kind questions to learn why they feel as they do, why they have attached the upset labels to your product, service or you?
Once you and they agree that you understand the real problem they have with your business & why that is important to them, you can collaborate with them to problem solve, respectfully, politely offering them choices to repair the problem.
You can also ask them to propose a solution that they would be happy with and you could agree to as well.
Think of them, not as an adversary, regardless of their emotions but as someone with unmet needs who might turn into a happy, repeat customer, if you are patient, show them you are their advocate with your brand, and help them to problem solve.
At the end, ask them if they feel respected, appreciated and valued as a customer? If they say "yes", say "thank you" and end the conversation positively.
Always remember that the "Customer is Always Right" and you will never go wrong. No matter how negative, always treat your customers as you would your family, and do everything in your power to resolve that issue without creating a PR nightmare.
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Answers (1-9)
You must answer all reviews whether good or bad. When a potential customer is looking for your business...it's a must to respond and never agitate the person or situation as potential customers want to see how business owners respond and handle issues. Want to find out what your business looks like when someone is searching for you? Simply go to https://goo.gl/UQVube and find out for FREE
You are in that business, why not let everyone in on YOUR thoughts?
Responding to Positive or Negative review is a matter of customer service.
Online is not different than Offline. How would you respond to a feedback from a customer? If they said that your staff were great, would you ignore that comment or say thank you? And, if they said that they felt the staff were rude then wouldn't you say sorry and try and make them happy?
You MUST and ALWAYS respond to online reviews. Thank them first, then appreciate their honest feedback and apologize for their negative experience and provide an alternative to make amends.
If it is fake, it would be easy. But, never create a battle. The whole world is watching. Simply flag it as inappropriate and provide your research that it is fake or a competitors doing. But, if it is an honest review and is negative then you need to try your very best to make that customer happy. Your response is shown to the world and your sincere approach to make amends can be seen as a good customer service.
Now, I am well aware that you may never be able to make all your customers happy. Some people are just negative and critical and the only work around from negative review from them is to bury it with a lot more positive review.
We provide a review response sheet to all our clients so that they are prepared and it makes it easy for them to respond to positive and negative reviews.
The best way to do that is to have a feedback/review management process in your business.
I hope this helps you.
Take a look at the review and ask if there is a benefit you can use to make your business or service better. Each review received whether negative or positive is an opportunity to improve on each and every area of your business or service. If you do not understand the review then ask the person to clarify the concern. It may be that with a better understanding of the situation you would be able to correct the problem.
When faced with negative reviews online, it's important to respond in a professional and timely manner. Here are a few tips for handling negative reviews:
I would write a rebuttal as quickly as possible. Keep it professional and to the point. Depending on what the grievance is - clarify what happened, apologize if necessary and offer to make it up with a discount on the next purchase. If it is more personal attack on your skills - you may need to write something like....... "I am sorry and shocked to read this review of your experience - too bad you didn't voice your concerns while you were here in the shop. If you would like to have me fix your hair, please come in as soon as possible - otherwise, I wish you luck in finding a new hairdresser."
Good luck!
Without positive word of mouth, you have no way to sustain yourself in business. Just getting new customers won't fix the problem if you don't address negative past experiences.
You want to be prompt about responding to negative online (or face-to-face) reviews yet it's critically important to learn how to do so with poise, controlling your own negative emotions. Otherwise you will most likely escalate problems.
If you can respond online initially with poise, respectful curiosity and empathy and then do the same in a conversation on the phone or in person, then excellent.
If you don't possess these skills nor have the commitment to develop them or the desire to respond to negative feedback, then hiring the right professional to do it for you would be the winning strategy for your business.
Responding promptly with empathy or compassion is always wise. Poise. Curiosity. Asking questions to clarify the problem or problems. Patience to listen without becoming triggered in anger and flooded emotionally. Suspending judgment. Asking kind questions to learn why they feel as they do, why they have attached the upset labels to your product, service or you?
Once you and they agree that you understand the real problem they have with your business & why that is important to them, you can collaborate with them to problem solve, respectfully, politely offering them choices to repair the problem.
You can also ask them to propose a solution that they would be happy with and you could agree to as well.
Think of them, not as an adversary, regardless of their emotions but as someone with unmet needs who might turn into a happy, repeat customer, if you are patient, show them you are their advocate with your brand, and help them to problem solve.
At the end, ask them if they feel respected, appreciated and valued as a customer? If they say "yes", say "thank you" and end the conversation positively.