Getting a bad review. In fact, it’s stressful! You might want to ignore the negative review hoping it will just go away. The fact is, responding to a negative review can hurt your business too. If you own a business, online reviews come with the territory. Here are the possibilities of how a bad review might impact your business:
- A single negative review can drive new and potential customers away
- People hesitate to purchase from businesses with no reviews or with too many negative reviews
- People judge the content of a negative review. The more convincing the negative review the more likely a consumer will believe without the facts.
What Are Negative Reviews?
I like to think of negative reviews, as the first-hand experience of a customer’s experience with a business. If you take a minute to think, you’ll discover that our shoppers provide us valuable news based on their experience. This helps other consumers, searching businesses for the exact product or service choose the right one.
How Would You Handle A Negative Review?
If you get a bad review don’t respond quickly without reading the negative review. Find out what happened to your customer. Don’t lash out, you’re a business, it’s better to keep calm and stay professional. You want to respond to a bad review as soon as possible, at least on the same day. Be professional and provide a solution.
What Are The Steps To Removing A Negative Review?
This is where you take the time to research and find out why you got a bad review in the first place. Google provides businesses the option to flag a negative review. Google Support Link once you go to the Google support page, go through the following steps to flag a negative review. This is where you have to decide what category your negative review falls into.
- Spam and fake content
- Restricted Content
- Illegal Content
- Sexually Explicit Content
- Offensive Content
- Hate Speech
- Harassment and Bullying
- Conflict of Interest
Here’s an example of a good response to a negative review:
The customer was upset and expressed that he had to go somewhere else to get service that wasn’t provided by the business. Not good for a new consumer shopping your business.
Now take a moment to look at how the business responded to their upset customer. Not only did the business owner respond professionally, the owner offers a solution and goes an extra mile, showing as a business, they are willing to work towards regaining their customer’s trust. That tells me, a lot about how much the business credibility and building trust means to them as a business. When a consumer reads this review they are analyzing the customer’s problem and the business response.