How to respond to negative online reviews: 7 tips for complaints handling & reputation management

As we have been covering in recent blogs, in the realm of online business, reviews wield immense power. While positive reviews can propel your business to new heights, negative reviews, if not addressed strategically, can significantly hamper your online reputation and visibility.

So, how do you navigate the choppy waters of negative feedback? 

Here are 7 key takeaways for responding to negative online reviews:

1. Prevent: Actively seek customer feedback through face-to-face conversation, surveys and various marketing channels to address concerns before they escalate into negative reviews. 

   
   

2. Monitor: Monitor reviews across major platforms like Google Business Profile, Yelp, and Facebook. Utilize tools like rankingCoach’s reputation management to stay updated in real-time.

   
   

3. Acknowledge: Address negative reviews publicly on the platform where they were posted. Thank the reviewer for their feedback, acknowledge their concerns, and offer a solution or a way to contact you directly to continue the conversation in private. Some review platforms allow you to delete negative reviews, but unless this is a completely fake review, do not do this. Your reputation will thank you.

   
   

4. Engage: Respond to negative reviews within a few hours, to a day or two (YMMV), to demonstrate your commitment to customer service and mitigate the impact on potential customers. Respond to positive reviews too, a simple thank you, we appreciate your feedback is all it takes.

   
   

5. Respect: Avoid defensiveness or blame. Respond as if the complaint is completely valid and genuine. Take responsibility for anything within your control, apologize for any inconvenience, and offer a genuine solution.

   
   

6. Resolve: Even if you only offer your contact details for them to continue the discussion, many will view this as respectful of privacy while still showing you take the complaint seriously. By publicly signposting them to existing resources for future issues, use this as an opportunity to provide a public update for anyone else who may have similar complaints.

   
   

7. Automate: Consider incorporating review management tools into your automation workflows to streamline the process and ensure no feedback slips through the cracks.

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Remember, a negative review doesn't have to be a death sentence. By handling them with professionalism and care, you can turn a potentially damaging situation into an opportunity to showcase your dedication to customer satisfaction. 30% of bad reviews are edited to be favorable after a positive customer service interaction, and customers are MORE likely to visit a business that responds to bad reviews  than one that doesn’t, it is always worth continuing the conversation professionally. 

Sometimes we really want to tell people where to go.

By mastering the art of handling bad reviews, you can protect your online reputation, enhance customer trust, and ultimately, drive business growth.

So, take charge of your online narrative and transform negative reviews into positive outcomes!

With a little bit of compassion, we can provide guidance and damage limitation.

Want to turn those negative online reviews into positive opportunities? 

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for a free consultation on how to take charge of your online reputation!