Giving customers the chance to leave online reviews can be a powerful tool for your company. From highlighting your services and giving valuable insight to other customers to improving your search engine optimization, there’s a lot to be gained.

However, no one can guarantee that all feedback will be positive. Which leads me to a very important point. Bad reviews happen to every business and you shouldn’t let it ever consume you. Turn that bad review into an opportunity to showcase excellent customer service, improve communication, clear up misunderstandings and even repair damaged professional relationships.

But why should you respond to negative reviews?

Because not responding can make your business appear out-of-touch, apathetic and unprofessional.

By not responding at all you give off the impression that you don’t care about customers’ concerns or opinions, and others who are considering your company may be deterred based on wrong assumptions.

So how do you Respond to Negative Reviews?

First, take responsibility.
Empathizing is the first step to resolving conflict. Even if you have a different side to the story, or it appears there was a misunderstanding. The heart of your response should be showing that you understand.

Next, offer to make it right if you’re able to.
For example, if someone is complaining about a bad experience during an active project, you can respond by offering to remedy the problem as quickly as possible. Or if the project is already complete you might not be able to fix it, per se. But you can still offer solutions like asking for more information to improve future engagements or offer a discount on their next project.

Thirdly, ask to talk in-person.
Ultimately, you don’t want to create a situation with lots of back-and-forth dialogue on a public space like Google, Facebook, or Yelp. It doesn’t look professional, and there’s a risk you’ll perpetuate misunderstandings. It can be difficult to read tone online. Try to move the conversation offline so you can have a more honest and effective dialogue. This act of opening the door is a positive indicator to prospective customers that your company is genuinely interested in listening.

Long story short, you can’t control what people write about your business online. While the raw, authentic nature of reviews can benefit your business, you occasionally have to deal with negative feedback as well. However, when handled properly, you can turn these incidents into opportunities to make things right and demonstrate publicly that you’re a company that has integrity and genuinely cares about your customers.

I’m Sarah from Third Angle, thanks for watching.

Ever wonder about why marketing companies push companies to get more reviews? Figure it all out by checking out the Why You Need Reviews video.