How to Deal with Negative Customer Reviews

With the increased popularity of social media and review websites, you need to pay close attention to what customers are saying online about your business. Customer reviews impact how potential customers choose to engage or not to engage with your business outfit.

Brands are therefore required to engage with both negative and positive customer reviews. But understandably, negative customer reviews can be hard to take. After all, no one loves harsh criticism.

However, it doesn’t have to be this way. Read on to know how you can turn the inevitable negative customer reviews into opportunities to pull more customers. 

Offer a sincere apology

This might sound cliché, but the customer is always right.

Before responding to the customer’s comments, sincerely apologize and show empathy. Apologize even if the bad customer experience was not your fault.

A sincere apology must not be reduced to ‘We are sorry for this.’ Show empathy by starting your apology with words like ‘We understand your frustrations for receiving a different item from the one you ordered…’ et cetera.

In most cases, a customer will be twice as angry if you refuse to acknowledge that your business is to blame. Showing them that you understand their concerns’ seriousness will help them change their mind about your business.

Quickly acknowledge the negative review

The modern customer spends most of their time online and they expect a quick response.  It is important to promptly respond to negative reviews before the issue escalates and the bad review is read by more people.

A quick response shows potential customers that you care about them. It also sends a message that your business doesn’t shy away from its responsibilities.

Appreciate the feedback

Apart from quick response, you must appreciate the criticism. After all, negative feedback points to your business’s issues that are not providing the best customer experience.  Take the criticism as your opportunity to learn what you need to improve to make your brand more attractive to customers.

Be honest

No single business is perfect. Even customers understand that.

However, what customers look for is an honest answer to their complaints. Acknowledging a genuine mistake and letting customers know that you are dealing with their concerns is great for both the customer and your business. Assure your customers that you have plans to rectify the mistake and that it won’t happen again.

Fix the issue

Diagnose the issue and understand how and why the mistake occurred and work towards solving it. Do not blame anyone for the mistakes. Instead, do everything within your power to fix the issue if it’s a genuine one. Additionally, empower your employees so they can promptly resolve such matters.

It is okay to ask the customer what you can do to make it right. If possible, take the conversation offline by responding to the issue via phone/text message. It will allow you to give a custom response to your customer.

Final take

Negative customer reviews don’t have to affect your business. It ultimately comes down to how you handle the criticism. Always give a thoughtful and unique response without shifting the blame to the customer.

Remember, the reputation and success of your brand are at stake.