Approximately 22% of customers will leave a business after receiving just one negative review, whereas around three negative reviews can drive away 59% of customers.
Reviews assist consumers in making quick decisions about purchases in their research by providing a clear picture of your company. Studies show that of businesses who respond to bad reviews, 33% turn around and post a good review, and 34% delete the original negative review. Whether a review is good or bad, it makes sense to respond.
When someone leaves a negative review about your company, it can be really difficult to know how to respond. There are many ways you could handle the situation, but one of the best responses is simply asking for more information and trying to find out what went wrong.
Despite your natural feeling of frustration, make your best effort to remedy the situation. Resolve the problem by apologizing and repairing it. If you resolve the issue, many customers will be happy to change their reviews.
Below I’ll run through the steps to consider when responding to a negative online review.
1. Keep calm and take a breath
It can be hard not to take personal insults and low-star ratings as being directed at us, but it is important to remember that sometimes people are venting their frustrations about something else. A good way of responding might be to thank them for taking the time—yes, even if they didn’t like your business or service—and to ask what could have been done better in…