Making Negative Reviews Work For You

Every business, no matter how professional and competent, will be on the bad end of a negative comment sooner or later. Whether the comment is spoken or online, businesses can not keep this from occurring. Although you may feel as if the world is coming to end when this happens, it can actually be turned into a good thing. It all depends on how you handle it.

Studies show that when a negative review or complaint is handled professionally and positively, consumers actually gain trust in the company.

Below are a few ways to handle negative reviews on the Internet:

1. Go to the website hosting the bad review. Many, like Google, have review response policies.
2. Wait at least 2 hours before responding. Unlike phone or in-store complaints, reviews on the Internet don’t and shouldn’t be answered quickly. Give your self time to cool off and compose a professional and rational response.
3. Post your response. Be courteous and professional. Remember the response is as much for the author of the review as it is for the reader.
4. Encourage customers, family & friends to write good reviews on your behalf. One bad review can be overcome with several good reviews.

Respond to a bad review by following the E-A-S-Y method.

[E]xpress how you feel. Do not use modifying words or exaggerations and avoid the use of the word you.
“We are truly perplexed by this situation.”

[A]ddress the situation. Let them know you are “aware” of the situation. Point out your policies.
“Although Fido greets all of our customers, he was evidently outline with his greeting. On busy days, we do sometimes run behind. We regret the misunderstanding. It is our policy to ensure that every customer is treated with respect.”

[S]tate what you want to happen, be specific. Let the customer know what you are willing to do and what you are not willing to do.
“We would like to give you a flower arrangement.”

[Y]es or No finish. End with a yes or no question that leaves the ball in their court and you feeling good.
“Would a free flower arrangement ease the inconvenience of the misunderstanding? You come pick-up the flower arrangement at your convenience during our business hours. If you call ahead, we will make sure Fido won’t greet you.”

Dealing with bad reviews on your Google Places Page

When dealing with a bad review on your Google Places page (formally known as Google Local), you must first determine whether the review was submitted to Google or a third party site like InsiderPages, Yelp etc. These are usually clearly labeled.

Google Reviews

Reviews submitted through Google can be handle one of three ways.

1. Flag as inappropriate. Before doing this reads Google’s posting guidelines Click Here
2. Respond to the review. Before doing this read Google’s information about responding to reviews click here
3. Encourage customers to place positive reviews
4. A combination of 1, 2 and 3.

Third Party Reviews
Since Google gathers information from many sources, reviews from third party sites will often show up on Google Places pages. To handle these reviews you will need to go to those sites and follow their review policies.

Turn Negative Into Positive

Handling negative reviews in a positive way not only shows you care about your shop and reputation, but also shows you take good care of your customers to ensure they get exactly what they want — guaranteed. Replying positively is also a great way to attract new customers, especially younger ones. Keep that in mind! If you have any questions, leave them in the comments below!

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