Negative reviews can be painful… Let’s face it, no company or business is perfect so this is something all of us have to deal with at some point or another.
Criticism isn’t just from haters. It could be from someone who purchased your product and had really high expectations that weren’t met.
You want to take that as legitimate feedback because candid honesty is gold!
What it really is, is an opportunity to learn how you can improve your business and depending on how you respond it’s an opportunity to show people what you’re made of.
As you know, you can’t erase negative reviews from the internet.
But what you can do is handle the criticism with a very smart strategy. And yes, you can even make negative reviews good for business.
Here’s how to do it:
1. Thank the reviewer and apologize.
Start your response with thanking them for taking the time to offer their feedback and be sincere with your apology. Take accountability for the mistake without being defensive. Whenever you have the opportunity to comment back, do it! Why? Because whoever will see the negative review will also see your thoughtful response.
2. Let them know exactly what you’re doing to fix the problem.
Mention things like new policies, new technology or additions to your team members to help you solve this issue in your business. The point is to reassure the reviewer you’re taking actionable strategies to make sure the problem won’t repeat itself.
3. Make it right!
Let the reviewer know you’re committed to making things right. Give them an email address or phone number to contact you offline. Sometimes “making it right’ means offering a refund or an opportunity to experience your product/service again at no cost.
Pro tip: always take the high road. Keep it classy and don’t respond to criticism with more criticism.
Once you’ve done all these things, refocus all your energy into providing an outstanding product/service.
Negative reviews can do some damage to your confidence, reputation, and income— unless you know how to deal. Keep calm and carry on! If you’re good to yourself, being good to your customers will flow easily.
Since this is such a really important subject for us all, I’d love to hear your thoughts on how to deal with negative reviews. Send a message to firstname.lastname@example.org or leave a comment below.
I won’t tolerate bashing of anyone’s business. We all make mistakes! So do be cool and constructive about your experience.