How to comment to a negative review
Don't stress out over a negative review!!
Strangely enough—negative reviews have their place. When we watch cheesy middle-of-the-night infomercials, why do we find them cheesy? Is is the spray-on-hair-wearing host? Is it the use of vocabulary like “unbelievable” and “amazing”? Putting those irritants aside, most of use are distrustful of infomercials because of their incredible one-sidedness.
The reality is that a negative comment adds realness to your company's appearance—and also provides you with a unique opportunity. Remember, that one negative comment will easily be balanced out by the positive ones, all the while giving your reviews more credibility and weight.
With a negative review you have the opportunity to respond and make things right, in a public forum. If someone is leaving a negative comment it is because they feel scorned in some way, and they want a response—preferably one that appeases their fears and concerns.
There is still time to fix the relationship. But, if you delete the review you will only further anger and already angered customer.
When you get a negative review, the first you should do is to look at it as an “amazing” opportunity to put your company's customer service skills to the test. Now, make a show of it. Put on your best PR hat and write as eloquently as possible, expressing to them that you understand their frustration—and will do everything in your power to correct it. Invite them back into the conversation and ask them, publicly, what your company could do to fix whatever you did wrong in the first place. Be sure not to play the blame game, that will only anger them more, instead claim responsibility for the situation.
DO:
- Learn from the situation.
- Be kind and show a willingness to understand, empathize and act.
- Admit when you (or your company) are wrong and take responsibility (this holds more weight than you can imagine).
DON'T:
- Get defensive.
- Fight. There are a few people who just look for fights—don't engage or encourage them.
- Take it personal.
- Take it out of view of the public.
Next, follow through.
Once you have followed through you can write a follow-up to the negative review, saying that you have resolved the matter and the customer is now a happy client. Even if that particular client does not use your services again, it shows to other clients, and potential clients, how far you will go for your customers.
Have a negative review story that you would like to share? We would love to hear how you overcame it.
