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Negative online reviews can have a significant impact on a business’s bottom line. A study by Harvard Business School found that a one-star rating decrease on Yelp can lead to a five percent to nine percent reduction in sales. As such, it is important for businesses to take steps to protect their online reputation. No business is perfect, and negative online reviews are inevitable. But how you respond to them can make all the difference. Keep reading for tips on how to turn a negative review into a positive opportunity.
Seek out reputation management services.
Online reputation management services (ORM) services are a form of public relations (PR) that deal with the online presence of a person or organization. SEO reputation management services work to improve the search engine results and social media visibility of their clients, often by using techniques such as search engine optimization, social media optimization, and content marketing. ORM can also involve removing unwanted content from the internet. You can protect your brand image with the help of ORM.
Monitor reviews and respond quickly.
When you are monitoring online reviews, it’s important to respond quickly. If a customer has a negative experience, they will likely go online to talk about it. This can harm your business’s reputation if left unaddressed. If you see a negative review, take the time to read it and understand what the customer is saying. Then, respond publicly and apologize for the poor experience. Thank them for taking the time to write the review and let them know that you are working hard to correct the situation.
Reach out to the reviewer.
When you receive a negative online review, your first instinct may be to defend your business. However, this is not always the best course of action. In fact, reaching out to the reviewer can often help resolve the situation. By apologizing for the inconvenience or misunderstanding and addressing any issues that led to the negative review, you may be able to salvage your reputation and even turn a negative into a positive. It is also important to also reach out privately. Let them know that you appreciate their feedback and offer a solution or compensation for their poor experience. Showing genuine concern can help win back customers who had a bad experience.
Thank them for their feedback.
When you get a negative review, the temptation is to respond defensively or to lash out at the reviewer. But doing either of those things will only make things worse. Instead, take a deep breath and thank them for their feedback. Thanking the reviewer shows that you’re taking their criticism seriously and that you want to resolve the situation. It also diffuses some of the anger that may be fueling their review.
Address the issue head-on.
This approach is best used when the review is accurate and the business has already taken steps to address the issue that the reviewer brought up. The goal is to show potential customers that you are responsive and care about your customers’ satisfaction. Be sure to apologize for any inconvenience caused and offer a solution if possible. If the solution has already been resolved, make sure to reiterate that publicly so that readers of the review know that everything has been handled and that your business cares about customer concerns.
Tackle it positively.
Making light of a difficult or negative situation helps your company exude professionalism. You should always use caution when you respond to any negative feedback. Find a way to end the interaction in a positive light.
Learning how to respond to negative online reviews is important because it can help improve your business. Overall, it is important to respond to negative reviews in a polite and professional manner.
