Online reviews do matter. Before giving 8 ways to respond to a negative online review, here are a few do’s and dont’s to follow:
- Do: Evaluate Your Reviews
Make sure to regularly evaluate your online reviews so you can recognize patterns. Are you getting a lot of great reviews about your email response speed? Awesome. Make sure you lean on that strength; make your email address accessible for future clients. Get a negative online review? It could just be an outlier. Get many negative online reviews that all comment on how you never return calls? Maybe it’s time to investigate and figure out how to manage your voicemail.
- Do: Think Before You Reply
Before responding to any review—good or bad—make sure to pause. Consider how replying to a single review will look to others. Will you continue to respond to all reviews, or just the bad ones? Make sure you remain consistent across all media platforms so that your customers don’t think their review didn’t get seen. If it is a bad review, make sure to have a level head before replying.