5 Steps for Responding to a Negative Review

Negative reviews can leave you and your employees feeling defeated and heated, especially when you have gone above and beyond to satisfy a customer. However, responding positively to negative feedback is not only crucial to retaining your business, but also can widen your  customer base.

Many businesses tend to immediately go into defense mode when dealing with negative feedback, which is understandable. But take a breath, and maybe a walk around the office, because this could be a really great marketing opportunity if handled in a calm and courteous manner. Here are some tips from our Account Executives, who have ample experience in customer service and marketing, to help you with your response toward disgruntled customers.

  1. Put yourself in their shoes. How would you react if you were in a similar situation?
  2. Have a plan to make it right. However big or small the issue is, the way the situation is handled will be passed on to this customer’s circle.
  3. Don’t attack the reviewer. Remember, your response is not just intended for the unhappy customer. Hundreds and possibly thousands of potential clients are watching your response to see how the complaint was handled.
  4. Have the response come from the owner or manager so that they know their satisfaction is important to your business.
  5. Steer the conversation offline. Give the customer a way to contact you directly.

Making sure that your customers feel heard and valued is the best form of free advertising you could ask for. Contact us today if you need more help turning your negative review into an  opportunity for growth!

phone 706.651.0053 | fax 706.651.0535

M3 Agency | M3Agency.com

229 Furys Ferry Road Augusta, GA 30907