Have you ever received negative Google reviews for your business and couldn’t figure out how to handle them?
Google reviews are not just about feedback; they help build a solid image online. A study shows that 87% of consumers deal with businesses with three to four stars on Google.
It reflects how critical reviews are for business growth. You can also buy Google reviews from trustworthy sources to boost your online reputation and attract more customers.
This blog will teach you the best practices for handling negative Google reviews professionally and provide tips for responding to negative reviews.
Why Responding To Negative Google Reviews Is Important?
It is more common for 81% of customers to look up Google reviews before interacting with a company. Suppose these customers come across your negative reviews, which you must attend to.
They will believe the words mentioned in the reviews. Hence, responding to these negative reviews on time shows that you care about your customers even after your service ends.
53% of customers anticipate hearing back from brands within a week after reading negative feedback. When you promptly respond with an apology or solution to the customers’ lousy experience, they feel assured and trust you again.
Best Practices To Handle Negative Google Reviews Professionally
Learn how to convert your negative reviews into your credibility vote. Yes, you heard right! Handling your negative feedback professionally will make your client happy and show prospective clients that your business is authentic.
Let’s understand how in below pointers:
- Address The Reviewer With Respect
Regardless of the reviews you receive, acknowledge each and respect the reviewer professionally. Your response will be publicly available and will reflect on you and your business’s reputation.
For example: Dear sir/ma’am, we apologize for your bad experience.
- Focus On What You Can Offer
When replying to customers’ bad experiences, focusing on the solution your business can offer them will be better. Never promise something impromptu, work things out and then offer something that can be fulfilled quickly.
For example, Dear Sir/Ma’am, we can offer a day’s stay at our hotel for free.
- Be Empathetic And Apologise
Start your review with empathy and apology. By reading your reply, customers should understand your point of view and regret your mistakes. This will calm them, and they will agree to listen to you further.
For example: We apologise for our mistake and ensure this won’t happen again.
- Start With Gratitude
Always start by expressing gratitude, even if the review is negative. Appreciate reviewers for taking the time to jot down improvements that your business needs and further resolve the issues that your customers face.
For example: Thank you for expressing your concern; our manager will help you.
- Try Personalizing The Response
Each review is different from others, and so are the reviewers. Maintaining the same response will never make your clients happy; personalize each review while responding to ensure you are explicitly working on their problem.
For example, Dear ‘name,’ We apologise for our mistake. Here is what would be better for you.
- Stay Calm And Take A Step Back
Receiving a negative review can demotivate any business. In such emotional disbalance, try to remain calm, step back, and think about what happened. Now, with a fresh mind, address the issue with a solution.
For example, Dear Sir, please give us 24 hours to review your problem, and our team will respond with a solution.
- Highlight Positive Perspective
Always highlight the positive perspective when replying to reviews, especially in negative comments. It will tell the audience that you are open to constructive suggestions and not scared of implementing them if they benefit your clients.
For example: For example: Oh wow, we never thought this could be worked from a different angle; we appreciate your response, ma’am.
- Take The Conversation To DM
When you feel there is a chance of unnecessary arguments or the issue is dragging without any solutions, take that conversation to DM so it can be resolved privately.
For example, we appreciate your feedback. We want to resolve this issue and emailed you the solutions.
- Make Your Response Short And Crisp
Sometimes, adding an extra explanation to your response can take time to understand or cause it to lose its gist. So try to summarize your answer in short, crisp lines that are easy for your reviewers to accept.
For example: We appreciate your response and opinion. We will work this out for you.
- Maintain A Positive Tone And Brand Voice
Answer always in a positive tone that follows your brand voice. It means that whatever you promise to your customers should be within your brand ethics and policy.
For example, Thank you. Our brand follows some guidelines; let us get back to you.
- Make Amends By Offering Benefits
When some of your customers give you negative feedback for your services, you can make amends with them by offering benefits like discounts, coupons, giveaways, etc., to compensate for your mistakes.
For example: Sorry to know this, here is what we can offer…
- Take A Follow-Up
Remember to follow up with your clients. It will tell you whether they were happy with your solutions or need more assistance. Otherwise, they will opt for another business for services or products next time.
For example: Hey, wanted to check if your concer was appropriately resolved.
- Report Inappropriate Reviews
Monitor your reviews regularly, whether actual, spam, or fake. If you have complaints about such reviews, you can ‘flag them as inappropriate’ and wait for Google to take action.
For example: A review comes: This is a fake business, they are fraud. File a complaint immediately.
- Take Responsibility And Offer Solutions
Never shirk responsibility when you receive negative reviews. Respond to them as a priority and offer the best solution that satisfies your customers.
For example, we are sorry to hear about that. Here is what is best for both parties.
Conclusion: Handle Negative Reviews Professionally!
Use these innovative and effective practices now whenever you receive negative reviews on Google. In the internet era, it is easy to form an opinion, whether positive or negative, and you can’t stop them.
To maintain a strong reputation on Google with impactful Google reviews, get help from Buyreviewz, which can assist you in getting powerful positive reviews.
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