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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?

Imagine you want to run an advert with an influencer or a blog, but it costs a million naira. Expensive, right? Here’s what we’ll do; we’ll bring together other companies interested in advertising their product, and have that influencer produce an advertisement that includes the products of all the companies. By doing this, you could end up paying about 700,000 naira, thereby spending less than your intended ad budget. (Note that this is just an example).
Remember, our goal at Stanbuzz is to greatly reduce advert spend inefficiency.


FAQ for Batch Marketing
How does Batch marketing work?
It involves Influencers advertising more than one product on a particular advert, and the product owners get to split the payment, thereby reducing the cost of marketing for all the companies involved.

Can similar brands be grouped together?
No, brands in the same industry will not be grouped together to prevent unhealthy competition.

Who can benefit from it?
Companies with large ad budgets will greatly benefit from it, as they can divert funds to other significant parts of the company and still get value.

If I select more than one media house, will the information be disseminated at the chosen time?

Yes! Not only will they be distributed at the same time, we guarantee that the information will also remain the same.

How can an influencer benefit from it?
As an Influencer you

Our goal again...

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