Got a Negative Review. Here’s How to Turn That Into a Positive

Got a Negative Review? Here’s How to Turn That Into a Positive

Posted by Rudy Labordus in Marketing Strategies Leave a Comment

See How to Make a Negative Review a Positive

Now and then all businesses run up against the specter of a negative review or two. It's only natural that not everyone will be happy 100 percent of the time. Of course that's what we shoot for, but the fact is that at some point you're going to have to deal with a dissatisfied customer who has chosen to leave their opinions online.

What can be helped is the way you deal with an unhappy customer. Creating a clear plan to manage the occasional negative review is essential for any business serious about its long-term survival. Let's have a look at several ways you can minimize the effects of poor reviews, and indeed, turn them into a positive for all involved.

5 Tips for turning a negative review into a positive

Resist the impulse to defend yourself – You'll be sorely tempted to defend your company and people. Just about every time someone takes this route, it results in a disaster. You'll never win anybody over by letting them know they're wrong. Instead look upon this as the opportunity to demonstrate great customer service and win back their business.

Be sure to answer immediately – If you're wanting to cultivate poor reviews and reputation, make sure you ignore or take forever to respond to customer complaints. It's a sure way to fail! Set up a Google Alert to monitor mentions of your business on social media so you can be aware of any looming issues before they become huge.

Apologize and make amends – Nobody wants to hear a batch of lame excuses, or even legitimate ones. Simply offer a sincere apology for their experience, and generously offer a way to make it up to them. Doing this with sincerity can go a long way toward turning them around in your direction.

Be transparent – Standing up and accepting responsibility for your mistakes will make you look very good in the eyes of other potential customers who are watching. And they are watching!

Get more reviews – One of the greatest ways to minimize the effect of a negative review is by swamping them with way more positive reviews. Constantly make it your business to ask for reviews from your customers, particularly regulars who will want to have your back.

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