How to Reply to Bad Reviews: 10 Tips
Even businesses with the highest customer satisfaction ratings get negative reviews from time to time. While some firms might think it wise to try and eliminate these bad reviews one way or another, recent incidents show this is a bad idea, and it can backfire spectacularly in the form of financial consequences and poor public relations.
The question is not which illicit scheme can you use to eliminate bad reviews, but how and why you should instead respond to them in a methodical, correct and prescribed manner. By responding properly, you have the chance to turn a negative customer experience into a positive one and improve your company’s standing.
Summary of Tips
- Do Not Simply Ignore Reviews
- Timing is Everything
- Show that you understand the customers view point
- Maintain a professional manner
- Highlight the Positives
- Apologize When It's Appropriate
- Offer to talk things over
- Take action
- Consider to Engage Privately
- Keep Responses Brief
Tip 1: Do Not Simply Ignore Negative Reviews
Like an ongoing water leak, negative reviews may not cause problems overnight, but over time, they can wear away at your company’s image and reputation and cause deep and lasting damage. By some estimates, a single negative review can have as much impact on your business as 40 positive experiences. Therefore, it’s important to not simply leave negative reviews alone, but to take action and respond to them in a timely, appropriate and professional manner.
Negative reviews that have no response can also work against you in terms of search-engine results, third-party links and online discussions. Even if a person doesn’t specifically set out to pore through reviews, search-engine results and third-party links have the potential to show them to people who weren’t originally seeking them (which is why how you respond to them is just as important as responding in the first place).
Tip 2: Timing Is Everything
In responding to negative or critical reviews, it’s important to have the right timing; if you reply too quickly, you run the risk of incorporating too much emotion or passion from “the heat of the moment,” whereas if you wait too long, the damage alluded to above with the water leak idea can set in.
A day or two is usually enough time to survey the situation with a “cool head” and an objective, balanced perspective; waiting longer than a week is not advised. A reasonable approach is to write a draft response without submitting it, then come back to it a day later and see if you think it still reads sensibly and appropriately.
Here is a well-known example of a restaurant responding to negative reviews too quickly and being much too emotional (as well as highly unprofessional):
After being called out for its highly charged and subjective response, the business amusingly tried to claim its Facebook, Yelp and website accounts had been “hacked,” and that someone else had posted the unprofessional messages, which in itself was equally irrational and inappropriate (as well as being unbelievable). This update only worsened the situation and further destroyed the business’s credibility, as one can see from the comments below:
By contrast, here’s an example of a business that waited too long to address a reviewer’s issue (and responded late to their review), likely not alleviating the ill-will that had built up between the customer and the company:
Tip 3: Show That You Understand Your Customer’s Viewpoint
Having the ability to empathize — to identify with and understand the feelings of the offended person — is key to winning their trust, or at least a feeling that you may be able to remedy the situation. In any responses, you should address the customer personally, and thank them for their feedback (even if it’s negative).
Try not to use generic “feel-good” phrases such as “we’re sorry for the inconvenience” or “we’ll try not to let it happen again”; instead, mention their specific issues and try to explain why they may have occurred.
If a customer feels that you don’t, can’t or won’t take the time to understand them or empathize with them, their feelings of hurt and victimization will continue, and they may come to see you and your firm as an enemy. By putting yourself “in your customer’s shoes,” you can win them over to your side and get them to feel that even if their pain points are your company’s fault, by responding with empathy, you’re showing that you want to turn the situation around and make things right.
Here’s one example of a business showing it understands and empathizes with a customer’s issue by taking the time to describe what happened, apologizing and explaining that this was a rare event:
Here’s another example of a business communicating empathy to a customer who expressed dissatisfaction. The business owner then thanks the reviewer for their feedback and offers to do better the next time:
Tip 4: Maintain a Professional Manner
In all interactions with a customer, it is essential to maintain a calm, composed and professional manner. While an angry customer may take pleasure in “setting off” or riling up a business’s representative, lashing out or attacking a customer in writing is extremely unprofessional and will make you and your company look bad, both in the near term and in the future. In many instances, this type of behavior can be used by the customer, advocacy groups or the media to shame the company that practices it.
Here’s one example where a company owner was highly unprofessional in their replies (even if the reviewer in this example was not a customer but was merely a prospect). This type of response doesn’t resolve the complaint and only proves the reviewer’s point, producing a further negative impression that could remain on the web for as long as the business is operational (or longer):
Here’s an example of a company showing just the opposite behavior — dignified professionalism. Note the manager who responds does so in a timely manner, addresses the reviewer personally, thanks them, comments on the specific issue, details the actions that are being taken to address it and invites the reviewer to contact him personally to have a further conversation. Long after the review has been posted, this case of “taking the high road” will be looked at favorably by observers:
Tip 5: Highlight the Positives
Many bad reviews aren’t all negative; some contain positive details. If and when they do, be sure to reiterate these and highlight them; this helps to balance out the negatives in a bad review.
In this example, the review has both positive and negative points. The response highlights the positive points and apologizes for the negative ones (and notes at least one of them has been resolved). This is an exemplary response:
If there are no positive points, it may be possible to add them yourself in your response. This can be done by saying things like,
“Since we are known for our ______, it’s surprising that you had a bad experience with ______” or “We pride ourselves on our _______, so it’s disappointing you had a negative experience with ______.”
In this example, the reviewer pointed out a single negative issue, but the responder makes light of it and highlights that the guest had a positive experience (adding that it was a pleasure to host them):
Tip 6: Apologize When It’s Appropriate
Part of approaching an incident from an honest, mature, respectful angle is apologizing when something is your company’s fault.
In this example, the responder apologizes, explains what happened, and reiterates the apology:
But be careful not to take responsibility for things that are not your (or your company’s) problem; this can put you or your firm at a disadvantage and can be used against you by the customer in question (or by others). At the same time, try not to point fingers at others (i.e., “passing the buck”) or attack the reviewer (this will only make the situation worse).
In this example, note how the business does not apologize for why the customer could not make the third-party delivery website Postmates work properly but instead explains the reason for the problem and makes a general apology that the customer could not get what they want. In this case, taking the time to explain the “why” behind the issue may alleviate the customer’s dissatisfaction. As a bonus, the establishment offers to assist the customer personally with their next order:
Tip 7: Offer to Talk Things Over
Part of resolving complaints by customers is defusing a situation by talking things over — including in person or over the phone. By having a calm, rational, one-on-one discussion, you’ll have the opportunity to soothe a customer’s anger and increase perceptions of your empathy:
Here, it’s clear that the customer had a bad experience, but the responder not only nicely asks them to make the staff aware of it next time, but she provides an email and invites further discussion:
Tip 8: Take Action
Of course, only talking about incidents without actually resolving problems or addressing real issues that have been raised is simply superficial. Very often, what will actually make a customer feel better is if they see that genuine action is being taken to address what they brought up in their negative review:
Not only will this make a customer feel better, but you’ll likely be able to rest easier knowing that, in the future, fewer customers will have the same complaint:
Tip 9: Consider to Engage Privately
Remember that, in responding publicly to a bad review, you’re not just communicating to one person; you’re communicating to everyone who could look at that web page (or find it with a search engine). When there’s a clear benefit to doing so, you should keep your communication public — especially when you’re trying to create a positive impression for large numbers of people.
But in many cases, it can better serve your interests to make messaging private, for several reasons. One of those reasons is that you only control one side of the conversation; it’s impossible to predict what the other person is going to say, so if you think there’s even a small risk of them saying something negative or something that would produce a bad impression, it’s best to try and make the communication private sooner, rather than later. You can do this by giving the customer an email or a phone number and telling them you’ll respond to it right away if they contact you there. (If they do, make sure that you verify that it’s them when they do, so you don’t end up negotiating with someone trying to pull a scam.) Note that phone conversations are always better than emails because there’s no written record of what gets said. Even a private email conversation can be screen-captured, copied and pasted and/or publicly posted later.
Another reason to keep things private is that what constitutes acceptable arguments or reasonable actions changes over time. A decade ago, it might have been acceptable in some cases to have made certain statements or to have kept people waiting for a product or service due to a lack of data, web connections or the availability of an app, for instance. But 10 years later, these may not be looked at as acceptable excuses, even if the reviews and responses are marked with clear dates. While a decade may seem like an eternity in the Internet age, there are a healthy number of websites that still host 10-year-old reviews (and older!).
Tip 10: Keep Responses Brief
In general, it’s not a bad idea to make any back-and-forth conversations private as soon as possible; an initial response to a negative review can make you look good, but each further reply or answer to a query brings diminishing returns (in fact, it’s generally good advice to keep the number of replies to a minimum). By offering a personal email or phone number immediately, you make yourself look better in that you have no qualms about providing personalized service right away.
In this example, the merchant simply provides a phone number for a direct conversation. While not providing an apology or addressing the consumer’s complaint, the offer to immediately engage privately by phone (and not email) dangles a carrot to the consumer and is good for public relations:
For this negative review, the responding establishment doesn’t address the reviewer personally, but it does invite him to reach out privately to discuss the issues he had. However, it doesn’t indicate which channels to use or leave contact information, both of which would be helpful:
Want to learn more tips? Get the Free Guide here and fix your bad reviews today.
Want more tips? Get 60+ Page PDF to Fix Your Bad Reviews