#MoreReviewsMonday: 3 Tips for Dealing With Negative Reviews

Negative Reviews are Valuable too!

Did you know that 95% of readers become suspicious when they see only positive reviews and 68% of consumers trust reviews more when they see both negative and positive reviews?
Negative reviews can be powerful–when handled properly! Feedback is always helpful, even when it’s not so positive. It’s a great opportunity to reflect on your business–maybe there really are some changes that need to happen or policies that you should think about putting in place to make the customer experience better.
At the end of the day, reviews are key to your online reputation, and it can be frightening and frustrating to get a review that you’re not satisfied with or feel that you don’t deserve.  Although you may disagree with the review, it is important to respond–and respond professionally! A well written response can be just the key to protecting your image as well as being a great opportunity to show that you are human, you care, and where applicable, that corrective action has been taken.
Here are 3 easy tips  to live by when responding to a negative review:
  1. Read: Read the entire review and make note of what’s being said about your business. Be sure to take the time to research and gather the facts surrounding the negative review–the more informed you are, the better you’ll be able to craft a professional response.
  2. Relax: It’s completely normal to get upset after receiving a negative review about your business, but don’t panic! It’s important to remain calm and professional, and to avoid your instincts to comment immediately and rashly. Take some time to breathe and clear your mind before responding.
  3. Respond: Did you know that 80% of customers are reassured when management responds to a negative review? Your response can turn the situation around and let potential clients know that you care. Always thank them for taking the time to leave you feedback–this will go a long way. Your response should be brief and sincere, and always make sure to offer to continue the conversation offline. For example, “Thank you for taking the time to review our property. We truly value the opinions of our customers and are very sorry to hear that we did not meet your expectations. Please know that we strive to provide the best service possible for our customers. Please contact me directly at so we can come to a resolution.”

Remember, negative reviews can identify potential areas for improvement, provide valuable insights into what you can do better and offer transparency into your customer needs. If you receive a negative review, remember to Read, Relax and Respond!

Tell us your top tips for responding to negative reviews using #MoreReviewsMonday on Facebook and Twitter, and tag @theknotb2b.


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