In today’s e-commerce world, negative reviews seem to come with the territory. With all the built-in, on-site rating and review features at their fingertips, it’s often easy for customers to leave a negative review.
Do you know what’s worse than a bad review, though? Not responding to it!
Why You Should Respond to a Negative Review
According to a Harvard Business Review study, businesses asia mobile number list that responded to customer reviews – good or bad – subsequently saw an increase in their ratings.
A negative review won’t go away and ignoring it will just make things worse. So, when faced with a bad review, keep these things in mind:
- A reply is your chance to make things right. If a customer complained to you in person, wouldn’t you try to resolve the issue? Even though an online review is less personal, you should still make every effort to make it right and win the customer back.
- Your reply isn’t just to one specific reviewer. You’re talking to every person who reads the review, including future potential customers.
- A reply shows other readers and potential customers that you care about them and their business.
7 Things to Consider When Responding to Negative Reviews
Simply responding to the bad review isn’t enough. What you say, how you say it, and even when you post your response also matters.
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Respond quickly but evaluate the feedback internally first.
Instead of immediately replying to a negative review, take the crowd has built a car some time to assess the situation first. Since customers have a lot of online power, if you react poorly to a bad review without thinking it through, you’ll only make matters worse. Try to respond within 48 hours so the customer doesn’t feel ignored.
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Respond to the review publicly and privately.
When you reply, use the same platform they posted their review on. You can also reach out to the disgruntled customer privately, but don’t avoid a public response. You want your customers – past, present, and future – to know that you value them.
Your empathetic online response probably won’t completely resolve a customer’s bad experience, so try to take the conversation offline. Provide the name of a specific company representative, if possible, along with their lithuania phone number contact information. This shows that you’re receptive to feedback and that your company takes customer service seriously.