A whopping 94% of customers admit that a negative online review can prevent them from choosing a particular business.
You can try to neutralize a negative review by writing a thoughtful response.
For example, the owner of this restaurant expressed malaysian numbers his disappointment at having defrauded his customer. And he offered to compensate them:
Restaurant owner's response to a negative review
To ensure you can respond quickly, claim your business on relevant review platforms. And sign up for alerts about new reviews, whenever possible.
If you own a local business, you can use Semrush's review management tool to monitor reviews across multiple platforms.
Improve your response time . The sooner you resolve a problem, the less likely it is to spiral out of control.
Show courtesy . Thank the reviewer for their feedback and be polite when addressing their concerns.
Acknowledge mistakes . If your company is at fault, it's often a good idea to acknowledge the mistake. But keep in mind that apologizing can lead to legal action in some cases. Use phrases like, "We understand your frustration," or "How can we improve this?"
Try to keep things public . Keep conversations around negative reviews public whenever possible. This shows other customers that you're responsive and accessible. (But respond privately if it involves sensitive customer information.)
Offer a refund or discount . This should be a last resort to appease the customer. However, this may be the right approach if your product or service is at the root of the problem.
Contact third-party authors . If someone writes a negative review or blog post about you, you can ask them to make changes. As long as you have compelling evidence about the improvements you've made or the inaccuracies in the review or post.
Improve your service/product . If you see the same complaint repeatedly, consider making changes or updates to your product. Keep customers informed of how you are solving the problem.
Advice