How to Handle Negative Reviews?

Know more about how to handle negative reviews

Your first negative online review will feel appalling. Furthermore, in the event that you have been in a public-facing business for any timeframe, it will undoubtedly occur. 

When you recuperate from the shock and disillusionment of a negative review, it is an ideal opportunity to make a positive move for your brand. Having an effective strategy to deal with it can have an effect in how individuals see your brand and public image. Here are six steps that can help you in handling negative reviews: 

Stay Calm and Be Patient 

At the point when you see a negative review, your initial step ought to get your feelings levelled out. Take time to calm your mind, analyse the situation and then come back to the review to address the query. The most noticeably awful thing you can do is go in swinging or say something you lament. Attempt to recall that the review and answer will be public, which might then have an impact on your potential leads. Thus, be careful while addressing negative reviews. However, you can remove online complaints that you find fake and irrelevant to protect your image.

Follow Your Company’s Policy for Negative Reviews 

On the off chance that you do not have a strategy set up for this, there is no better time than right now to build up one. Set up your approach as a written record and remember it for any training and policy manuals with the goal that all representatives know the appropriate technique when a negative review becomes obvious. Your arrangement may incorporate different components like-  

• How rapidly would it be advisable for us to react to the review freely? Is 24 hours sufficient opportunity? 
• Who is responsible for this issue? Dole out responsibility for management and online reviews to somebody able, readied and dependable enough to deal with the obligation. 
• Have you archived the episode? Record the episode and all means taken for future records and preparing if essential. 

Screen Your Reviews 

Make it a state of prominence to screen your reviews. This might be an undertaking assigned to similar individual responsible for dealing with the business’ strategy for negative reviews. Whoever is responsible for this cycle, cannot address a negative review on the off chance that you do not know about it. Circle back to all mainstream and local review websites to keep a track on reviews. This can help you in preventing any damage to your online reputation.

Try not to Take Negative Reviews to Heart 

It is normal to feel furious or if nothing else irritated by a negative review about your business, especially on the off chance that you feel the circumstance was not under any condition very much addressed by the reviewer. Yet, you cannot change the activities of others — you can just control your reaction. At the point when it is an ideal opportunity to react, be pleasant and proficient. Answering in a rough or guarded way will just reduce your reputation according to different clients. 

Stay away from Speculation about the Reviewer 

There are individuals out there who will not ever be fulfilled, and you cannot generally tell whom you are managing on a review. On the off chance, that you feel unequivocally that a reviewer is a furious previous worker or any competitor from your own life who is attempting to destroy you freely, archive everything and send a well-mannered email to the organization facilitating the negative review clarifying your case. You can get to remove online complaints that are fake and unnecessarily destroying your image. Attempting to call an online reviewer out without verification will just harm your reputation and make you look somewhat stupid. Treat each grievance as if it is genuine. 

Handle Issues Privately 

Moving issues to a private medium, for example, email or a call are definitely more alluring than in a public discussion. Request that the reviewer reach you straightforwardly so you can examine the issue and permit you to make it right. On the off chance that the reviewer is genuinely vexed, he will call or email. 

Each individual who sees your answer to the negative review comprehends that you have endeavoured to fix the issue expertly, assisting with solidifying your image and reputation once more. 

At the point when appropriately dealt with, each negative review is a chance to introduce your organization as decent and dependable. A reputation for managing negative reviews helpfully will rouse trust among imminent customers and set out new deals open doors for your firm after some time. Investing in a Digital Marketing Agency in India might help you in understanding the different practices to prevent negative reviews and its handling, if any occurred. 

Why you need to respond to a negative reviews?

Sadly, you cannot simply ignore a poor review until it moves off. Actually, dismissing an unpleasant review may make matters worse!

Bear in Mind,

You are not only replying to only the 1 reviewer. You are talking to everybody who reads this review, such as potential future clients.

Replying is the chance to make matters right. If a client brought a complaint to you in person, you’d attempt to make it appropriate. The same holds for online testimonials –regardless of the impersonal nature of internet testimonials, it is not over just yet.

Replying reveals other subscribers you’re not dishonest or neglectful to opinions, and also have taken steps to make sure this problem will not occur to another client.

The Benefit of negative reviews Reply 

The very best thing you can hope for if reacting to negative reviews. Would be to possess this miserable consumer revise their first inspection when their complaint is dealt with. Beneath, a client upgraded his review into 4-stars following the overall sales manager contacted him resolved the issue.

The ideal thing to do if you are given a poor review is respond quickly and strategically. Here is how your company should respond to negative reviews, and get the most from a less-than-pleasant circumstance.