How to Respond to Negative Reviews
I recently set up a Google business listing for a client to improve their business visibility and ranking on Google Search and Maps. Once her business popped up on the map, she was ready to gather Google reviews. But not before she emailed me to ask, "How do we monitor Google reviews, particularly negative ones?" A valid concern for a growing business with a fresh web presence.
The first instinct is to delete the review and be done with it. Deleting a negative review may seem like an easy fix, but many platforms don't even allow the deletion of reviews because, well, it defeats the purpose! The most you can do is "report" them, which most likely won't result in removal.
Why deleting a negative review is a missed opportunity.
As the saying goes, the best way to avoid a bad review is to do good work. 😜 But on a serious note, considering that business reviews and your replies to them are public, you have a fantastic opportunity to gain the respect of potential future customers who would read your reviews. So, assuming you provide good service and products…
Here is how to respond to a negative review:
1. Acknowledge their point of view
It’s always best to acknowledge the reviewer’s point of view even if you disagree. Usually, negative reviews are not even about you. Chances are, there was something else going on in the reviewer's life that was bugging them, and you just happened to be in the wrong place at the wrong time. Show them empathy and understanding, and offer to make their day better in any reasonable way you can, without sacrificing your authority. Responses like this go a long way in instilling trust in your future review-reading customers.
2. Clarify any misunderstandings
Sometimes reviewers are genuinely confused. Another business owner I worked with received a strong 1-star review from someone who wasn’t even their client. They left a review for a service that didn’t even exist! In such a case of blatant nonsense, try to clarify the misunderstandings respectfully, firmly, and productively.
This type of review may be worth reporting if you really care.
3. Read between the lines
Sometimes, negative reviews contain constructive feedback, albeit delivered in a less-than-constructive manner. Think of them as a blessing in disguise. By taking the time to consider them, you can identify potential improvements for your business. You may find insights into customer needs and expectations that you never even thought of. You may even get an idea for a new service or product.
4. Very rarely, say good riddance
Well, don't actually say that to them, but just keep in mind that it isn't your job to please everyone. It's your job to identify your favorite kind of clients and serve them with your preferred type of service. Everyone walks away happy.
However, in reality, businesses evolve and every once in a while, you end up with a less-than-ideal client relationship. As soon as you're done with them, evaluate why and how they ended up on your plate and try to clarify your messaging to avoid future mismatches and misunderstandings.
All in all, hold your head high
One or two bad reviews are not going to matter in the face of many good reviews from your happy customers. Continue to consistently ask for reviews and testimonials from your customers and clients to build strong and unshakeable social proof for your business. And remember, if your small service business needs help to stand out and grow, we are here to help.
