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Posted 25/09/2020 in Marketing

How to Respond to Negative Online Reviews


How to Respond to Negative Online Reviews

Believe it or not, the same premise applies to negative review response as it does to positive reviews. How you respond to a negative review impacts not only the reviewer, but all the sets of eyes that come afterward. 

Seeing a business handle a particularly challenging review online suggests that management is proud of their business, and willing to go the extra mile to maintain their reputation!

Make potential clients see the light with these four steps: apologise, promote, get offline, keep it simple.


How to respond to negative reviews


  1. Apologize and sympathise

    The first step towards fixing a problem is acknowledging that one occurred. Regardless of what happened, a simple apology and sympathy for your customer’s experience goes a long way.

  2. Promote

    So the famous crab cakes weren’t up to par the day this particular customer visited. If they’re what you are known for, why not reiterate that? “Our crab cakes are usually a hit, we’re sorry to hear that they weren’t up to par when you visited!”

  3. Move the conversation offline

    Don’t open a can of worms. Keep the lid on tight by offering the reviewer the chance to reach out via phone, email or both.

  4. Keep it simple

    Avoid specifics and don’t ask questions. Those conversations are much better served in a space away from the prying public.

Now that wasn’t so bad, was it! 


How to respond to Positive Reviews