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Why You Must Answer Every Negative Review on Social Media

10/26/18 12:30 PM / by Alison MacDonald

Most peoples' natural reaction when confronted with criticism is to pretend like it didn’t happen. This is why many business owners ignore negative reviews online. It’s a natural defense mechanism, but that doesn't make it acceptable in today's competitive market.

Remember, it’s all about the next potential customer. If you respond appropriately to a negative review, it will show future customers that you are listening to your customers and focused on trying to improve. With customer interactions constantly being spectated, every negative review is an opportunity to demonstrate your values to your customers.

Here are our 3 quick tips for responding to negative reviews:

  1. Respond promptly - don't let a negative review linger
  2. Take the conversation offline - try to arrange for a phone call
  3. Keep it short - avoid lengthy explanations in an attempt to defend your business (Future customers do not want to see finger pointing and name calling.)
When in doubt, we always recommend the following:

"Hi [name], we're so sorry to hear about your experience. Would you mind giving us a call so we can discuss it with you?"

A simple response like that encompasses many of the situations business owners are familiar with, and will ensure that future customers take notice: You're the type of business owner that cares about your reputation and never lets a negative experience go unnoticed -- or unheard.

If you need help responding to other types of negative reviews, such as disgruntled ex-employees, names missing from your database, or competitors, let us know, and we can help you formulate a response. It's challenging, but when dealt with appropriately, can make a huge difference.

Topics: Reputation Management

Alison MacDonald

Written by Alison MacDonald