You should always respond with professionalism when a client leaves a poor review of your business. Negative reviews can be a part of the growth process for any business. It is important to respond with professionalism and grace to avoid unnecessary negativity.
It's not always easy to write a sample of a negative review, especially if this is your first time writing a response. But there are some things you should do to make your response effective.
Begin by acknowledging that the reviewer's experience was bad. This is an essential step when you respond to a bad review. It shows that the reviewer was truly sorry.
Keep your apology short and concise.
Offline resolution: If you are unable to resolve the problem online, suggest a personal meeting to talk about their particular situation. This will help to determine the reason for their dissatisfaction.
Personalize your answer: If you are able to, include the reviewer's first name and something that was said by them in the review. This will show that you read the review carefully and are truly interested in finding out how to solve the problem.
Compensate for customer pain: If possible, compensate your customer for his or her time and effort. This will help you reduce the negative reviews and may even encourage them to stay with your brand.
You can make your review appear in the search results by using keywords. This will allow potential clients who are looking for similar services to yours to see the review.
Include a thank-you note: It's always nice to hear that someone had a good experience with your company or product, and it's an extra gesture to send a thank-you letter. If you include your company's address, phone number, and website in the letter, it will be easier to express your gratitude.
Follow-up on the customer's review: Although you should certainly respond to each negative review, it's a good idea also to follow up those customers who left positive reviews. You will be showing them that you care about their opinions and take their feedback seriously.
Encourage them to tell their story. This can be done via social media, phone calls, or email.
Don't be afraid to show some humor: A bit of humor can go a long way in preventing your response from being perceived as aggressive or sarcastic. Sarcasm can indicate that you run a fun, friendly business that takes feedback seriously.