If you’re just starting your online business, or if you’ve been around for a while, the chances are good that you’ll get some negative reviews online. It’s something every business has to deal with at some point, but it can be tricky to know how to respond properly to negative reviews. Here are 5 tips to help you respond to negative reviews online like an SEO Brisbane Specialist, so that even bad publicity doesn’t hurt your bottom line too much.
1. Keep calm and take a breath
It can be tough to keep calm when you see a negative review about your business online. But it's important to remember that not all reviews are created equal. A bad review with no photos, poor grammar, and typos could be someone who is just trying to stir up trouble for their own amusement or personal vendetta. In this case, the best course of action is to just ignore them. Alternatively, a one-star review from someone who seems genuinely upset might warrant an apology email asking for more information so you can make amends. However, if the customer isn't willing to communicate then there isn't much else you can do besides let time heal the wound or hope they have a change of heart in the future.
2. Remember that you must respond to negative reviews
It can be tempting to ignore negative reviews, but that's a mistake. Potential customers will see them, and they'll think you don't care about your customers. The right response can turn a negative review into a positive one. Here are five tips for responding online:
- Always thank the customer for their feedback and apologize if there was an issue with their order.
- Apologize publicly by posting the apology on your website or social media account.
- Offer a refund or credit for the inconvenience, if appropriate.
- Address any specific complaints in the post so other customers know not to make the same mistakes. 5) Directly address any claims of shoddy service or low-quality products with real proof of quality control measures (e.g., pictures from recent inspections).
3. Consider the type of reviewer you’re dealing with
If you’re dealing with an SEO Brisbane Specialist, they may be more interested in the technical aspects of your response. If you’re dealing with a customer, they may be more interested in an emotional response. Consider the type of reviewer you’re dealing with and what would resonate best with them. SEO Brisbane Specialists are primarily interested in a quick, matter-of-fact answer to the question or complaint posed. Their goal is to get their customers' websites up to speed so that their content ranks higher on Google searches and attracts more traffic. To do this, SEO specialists need accurate information about which changes need to be made on your website so that it meets SEO standards as quickly as possible.
4. Resolve the issue
First and foremost, if you see a negative review about your business online, take a deep breath. It’s not the end of the world. In fact, according to a study by Harvard Business School, 66% of customers are willing to give a company another chance after a bad experience. So, how can you turn a negative review into a positive customer experience? -Listen: The first step is to stop what you're doing and listen. Ask questions, learn more about the person's complaint, and don't just read through it quickly before responding. Make sure that what they're saying is true (or as close to true as possible). -Own up: Now it's time for your team to take ownership of their mistakes. If there was something that could have been done better or faster or cleaner then make sure you apologize profusely for the inconvenience caused.
5. Get a second opinion
No one likes getting negative reviews, but it’s important to remember that not all feedback is created equal. Sometimes, people leave negative reviews because they had a bad experience. Other times, they may be trying to sabotage your business. That’s why it’s important to get a second opinion before you respond.