How to Respond to Negative Online Reviews

No business owner likes to see negative reviews of their business online. It’s only natural to want to defend yourself and your business when someone says something negative. However, it’s important to remember that potential customers who read those reviews will also be reading your responses. With that in mind, here are a few tips for how to respond to negative online reviews.

Tip #1: Don’t Take it Personally

It can be difficult not to take things personally when you see someone say something negative about your business. However, it’s important to remember that not everyone is going to be a satisfied customer. It’s okay to have a few negative reviews as long as you also have positive ones. The key is not to take it too personally and to use the feedback constructively.

Tip #2: Thank Them for Their Feedback

Even though the feedback may be negative, thank the customer for taking the time to provide it. This shows that you’re willing to listen to feedback, even if it isn’t what you wanted to hear. It also shows that you’re open to making changes based on customer feedback. 

Tip #3: Be Professional and Courteous 

It can be tempting to lash out when you see a negative review, but resist the urge. Remember that potential customers will be reading your response, so you want to come across as professional and courteous. Even if the customer wasn’t courteous in their review, take the high road in your response.  

Tip #4: Apologize If Necessary 

If the customer has a legitimate complaint, apologize and let them know what you’re doing to fix the problem. For example, if they had a bad experience with one of your employees, apologize and let them know that you’ll be taking steps to ensure that other customers don’t have a similar experience. 

Tip #5: Offer a Solution 

If there’s anything you can do to make the situation right, let the customer know. This could be offering a refund, giving them a discount on their next purchase, or simply apologizing for their bad experience. Whatever you do, make sure you follow through on your promise. 

No business owner likes getting negative reviews, but they are bound to happen from time to time. The important thing is how you respond. By following these tips, you can turn a negative review into an opportunity to show potential customers that you’re listening and that you’re willing to make changes based on customer feedback.