You may have set up an e-commerce store, travel website such as Disney VIP tours, or some other types of online business like SEO, designing, etc. However, it is common for most of the companies to make minor or major mistakes. Due to these faults, you find negative customer reviews against your business. And that happens even when you are an SEO company or a travel agency.
Some of these reviews may not be for your mistakes. The mismatched tastes or uncontrollable events can result in these bad reviews.
The presence of negative reviews confuses and frustrate the business owners. Don’t you think so?
They do not know the way of managing their reputation. So here, we have got you some tips on how you can manage that easily. Read our brief guide to deal with the negative reviews against your company.
Encourage yourself to give a response to all negative remarks
You may have thought of ignoring the bad review. However, it can decrease the advocacy of customers. While a grumpy and prickly customer has posted a complaint, you have to prove your attention to his words. Your response will appease that customer.
Respond very fast
You can try to send your response within one or two days. As one of the customer representatives or active members of a company, you have to stay in touch with the customers.
Be precise- Use sweet words
There are tricks for responding to negative feedback. Although it is an unfair review, you have to write a few words as your response. Do not write anything that complicates everything and distresses your customers.
Apologize and keep up a polite tone
You must not make arguments, presenting your own views. Use the right words for an apology. Your response has to be polite. You may also show sympathy to diffuse the issue.
Solve the problem
You may contact your customer through email or by phone to solve the issue. If you are in a company like Disney VIP tours, you can even get them some good discounts through email, for booking a Disney trip.
Thus, apart from giving a response, you have to take steps for solving various issues, complained by your customers. It will surely please them and convince them to return to your site to make a deal.
Make the positive reviews more prominent
Few negative reviews and a higher number of positive reviews can be the best solutions. In most cases, the potential customers read 10 to 12 reviews to make their decision. When you have pleased customers, you may ask them to write reviews for you.
Thus, these are the ways to deal with the negative reviews and retain the reputation. You may also look for online reputation management professionals to manage the customer reviews for your business. They will check out all the reviews, written on different platforms.