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Negative Online Reviews: To Respond or Not?

Online reviews from the customers are indispensable. How you may ask? As a professional proprietor on business, the reviews from the customers are one of the pillars that your business stands on since online reviews are comments that are based on the services and products that the business has provided. You should always watch the online reviews of your business. Yes, they matter, from outstanding reviews to those that give the lowest of ratings. It’s understandable that having low-star ratings can be infuriating. However, becoming frustrated with having negative reviews is not good for you or your business. When your customers are displeased with services they received, you not only have to face that review but also face the online reputation of your business based on that single review.

Be Responsive But Productive

Being responsive as a business owner of your own firm is necessary for handling negative online reviews. There are other ways to leverage your business by responding to negative and positive reviews. For the most part, negative reviews reflect the services provided by the business to the customer. A review will show others poor or quality service by the business. However, most customers also review the comments made by previous customers. Your response will determine how will the customer respond to the negative review. It is crucial to make the most out of negative reviews. How? It’s simple. Stop, read, and think.

Be Productive Yet Responsive

As a business owner, you must always take every comment into consideration, from good to bad. By reading the reviews, you can further develop your business and show it in a good light. Here are some tips to better shine a light to your online reviews.

  • Positives are valued greater than negatives

Positive reviews are valuable. Not only do they help bring you business but they also outweigh negative comments. Obtain more positive reviews by making your customers happy with the service your business offers. This improves your online presence and reputation for customer service.

  • To monitor is better than to fix

Remember the saying, “Prevention is better than cure”? The same goes with online reviews. Know everything your customers are saying online. You want to know the good and the not so good reviews and respond to them as soon as you can. Don’t settle on fixing it the impression later on; change it now.

  • Take it somewhere else

Don’t ever, EVER argue with a reviewer. This will trigger mistrust and doubt with future customers. Take the interaction offline. Tell the customer to call you personally so you can resolve the problem. Reviews on social media are public, meaning everyone can see it.

  • Make a 180-degree turn

Even though your business has negative reviews, make the most out of the situation. Start by seeing what is wrong your business. Is there a necessity for change? Improving and implementing change may turn a negative review into a positive thing for your business.

  • Keep calm and cool

Be a professional. The standard you are operating at is high since you own a business. Staying calm will ensure the integrity of your business. Don’t whine when you get negative reviews; see it as a journey to improvement. Each negative review is a step toward a better business. Think before you act, and see to it that each action opens up opportunities.

It takes years before a business can reach its peak, but it only takes a measly minute to write a negative online review and destroy one. Whether the reviews are positive and negative, you must respond to all of them. However, you sometimes think that you can ignore a negative review; you are wrong. The moment you disregard a negative review you put yourself, as well as your business, in a bad spot. Why? It shows that you don’t care about customer service.

No business is perfect. But by providing reliable assistance to customers, your business will be better off. Responding to the customers’ online reviews is a continuous ordeal that will help you in the future by allowing to you gain the trust of and understand the needs of the customer.


Kellen Tallada

Entrepreneur Kellen Tallada is the Co-Founder of MojoSEO with 18 years of digital marketing experience including web design, SEO, social media and PPC/SEM advertising.

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