Responding to the negative comments you receive on social media and reviews you get on Google, TrustPilot etc. is a must.
But there’s a certain way to do it.
Many businesses make huge mistakes when responding to negative reviews and comments, and that just makes the whole situation worse. So, what are these mistakes that keep being made?
#1 Being argumentative
While negative reviews and comments are annoying, especially when they may be exaggerated or entirely untruthful, responding in an angry way can give some truth to them.
Plus, don’t forget if your business’ review/social media profile is generally healthy, the effects of one negative comment/review is unlikely to be weighed heavily so you shouldn’t give your prospects a reason to think twice.
#2 Using generic responses
Responding to negative reviews can help businesses demonstrate that they take criticism on board and actually care about sorting the issues out, but some take a lazy approach by responding with the same generic reply every time.
If prospects see that every response to a negative review is pretty much the same, they’re likely to question just how authentic they are.
For this reason, responses to negative reviews should reference what the reviewer has mentioned. For instance, if a review complains about your business’ customer service and mentions a specific incident, your response should talk about said reference and mention what steps you’re taking to rectify it.
I would also suggest adding a line to each personal response along the lines of: “If you would like to discuss this matter further, please contact us on XXXXX.”
#3 Being apologetic all the time
You shouldn’t be afraid to say sorry when you make a mistake, but apologising to customers no matter what can be silly. For one, it can leave the impression that you’re completely at fault, even in cases where you weren’t.
#4 Deleting negative comments
While none of us want to receive a negative review/comment, deleting or hiding these comments on social media can do more harm than good.
In essence, you’re adding fuel to the fire and the reviewer is just going to come back.
I would advise responding to all comments, good or bad! As we said in #2, respond to the comment/review with a personal response and do your best to fix their issue.
If you satisfy their issue, they may even delete the review/comment!
Online reviews have a real impact when people are deciding whether to buy, so it’s understandable that you should focus on them. Although, it’s important to remember that the best way to ensure positive reviews is to focus on making your customers/clients happy, and would rather leave a positive review. And if you do receive that dreaded negative review, make sure your response is personal and offers a fix, if necessary.