6 Steps to Help You Handle a Negative Review

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6 Steps to Help You Handle a Negative Review

In 2016, a restaurant in Denver gained media attention and a lot of heat because the owner failed to respond properly to a negative review he received on Yelp.

When an elderly customer complained about the lack of decaf coffee, owner, Mark Neary, responded by swearing at the woman. He accused her of trying to use her age to receive special treatment!

Mark’s case is a perfect example of how not to respond to negative reviews. Online reviews are important to any business. Reviews can significantly impact the behaviour of your (potential) customers and your brand image. 

The goal of any business is to get positive reviews. However, you’ll probably encounter a few negative reviews because there are always very few customers that won’t be satisfied with your service. 

The good news is negative reviews aren’t the end of the world (or your business)! What’s important is how you handle it. Let’s teach you how to handle them like a pro.

What to Do When You Get a Negative Review:

When you get a negative review, your first instinct is probably to jump in to defend yourself. Before you start typing, you should follow the steps below:

● Take a deep breath and try not to allow it affect you personally

● Look for the customer order in your system

● Determine the root of the problem

● Try and respond as quickly as possible

How to Handle Negative Reviews

Now that you have all the customer information, you are ready to write a response to your review. Here are a few ideas that’ll help you handle the negative review better. 

1. Be Professional, but sympathetic

You want to approach the response in a manner that reflects adequately on your business. Use a tone that makes your customer feel heard, valued, and understood. 

2.Address the reviewer by name (if possible)

In today’s world, personalization is key in most areas of marketing and customer service. Using the reviewer’s name in response adds a personal touch. It also makes the customer feel like a human and not just a sale. 

3. Apologize

An apology can go a long way in making things right. It doesn’t matter if you think you are right or not. Apologize for the inconvenience, the misunderstanding, or because you messed up. An apology also shows customers that you care about the experience they receive. 

4. Don’t be accusatory or defensive

Recall the story of Mark, and how it backfired? Learn from it. When you respond aggressively or defensively, it looks bad, and you may end up losing your business. 

5. Go straight to the point.

Keep your response brief. It prevents a defensive response. Your main objective is to let the customer (and future customers) know you want to improve their user experience. 

6. Take the discussion offline

The best-case scenario is you successfully resolve the issue to the customer’s satisfaction. But this can involve several rounds of communication, and the internet doesn’t need to see all of that. 

Like we mentioned earlier, everyone makes mistakes, what matters is how you handle it. Now, go and be a pro!

If you enjoyed reading this post, then you will enjoy our courses. Over 15,000 brands have achieved their business goals by enrolling in our courses.

Why Stanbuzz?

Last year, about $380 Billion was spent on online advertising by brands all over the world. Up to $150 Billion of that money did not generate the desired result for the brands that paid for them. That’s a lot of money spent without returns.

To put it into perspective, Nigeria’s 2020 budget was $35 Billion. So people wasted up to 4 years' worth of Nigeria’s budget on ineffective advertising in 2020 alone.

If nothing changes, by 2024, $240 Billion will be wasted on advertising, without getting results. Money gone like that, pooooof!

That’s why we have come in to save the day.

We asked ourselves, “what can we do to reduce this money being wasted on adverts without results?”

A lot of things came to our minds, at least 20 solutions. But can we really offer all those 20 solutions from day 1?  No.

So we said, “even though we will work on all the solutions to reduce this money being wasted on advertising, we can start with 3 things and then extend to other things.”

1. If people learn how to market better, they will waste less money - a lot of people waste their advert budget because they have no knowledge about how best to allocate it to get results. So we thought, “let’s start from here; let people be able to enrol into our world-class trainings that can teach them practical ways to be more effective with their adverts”.

2. If people can find trusted experts to market for them, they will waste less money - Some people don’t really want to learn to market by themselves, they just need a good, reliable, trustworthy person that won’t rip them  off and knows their onions. We said, “if we can help clients find those people by screening them and being sure of their proven abilities, then we can make advertising more efficient.”

3. If people can find experts to advise them, they will waste less money - Some people just need a one-hour call with an expert to get super clarity on their marketing strategy. Some may just want an expert to spend some time with their marketing team, and we know this will help reduce advert spend waste.

But that’s not all. There are many more things we are working on; because to be able to achieve our goal of reducing advert spend inefficiency, we need to consider several factors as it is not a one-size-fits-all operation. We are aware of this and are working on it at Stanbuzz.

Our goal again...

To greatly reduce advert spend inefficiency and to make the internet’s advert experience so much better.