How to Deal With Negative Reviews on Google

Receiving a negative review might make you feel like you have a pit in your stomach. Even though it’s challenging to comprehend how you’ve disappointed a customer, behind every negative Google review is a person who wants to be heard.

It’s a lot simpler to rant behind a computer screen than it is to fight in person or even over the phone. Sure, receiving a review notice in your email may catch you off guard, leaving you thinking, “How do I reply to a poor Google review?”

It’s all about how you react when dealing with a poor review. While coping with one-star thoughts may be frustrating and time-consuming, here are some pointers to help you write a well-thought-out response.

How you reply to a dissatisfied client may inspire or erode the reader’s trust in your ability to care about their experience. As the proverb goes, people will forget what you said and what you did, but they will never understand how you made them feel. When responding to reviews, keep in mind the impression you want to leave.

Focus your answer on being remorseful, addressing the problem, and attempting to put things right in the future.

1. Concentrate on your abilities

Reading how someone feels harmed by their experience with your company may be unsettling, leaving you unsure how to react. Readers will evaluate if you listen to your dissatisfied visitor when responding to a negative Google review. More significantly, they’ll pay attention to how you behave yourself in the face of adversity. Always pick the high road and be courteous in your answer.

2. Demonstrate empathy

In your response, make sure you address their issues directly. Attempt to defuse the issue by showing compassion for whatever has led them to submit a negative review.

You must notice that this visitor didn’t have the sort of experience they anticipated and that your response demonstrates that you understand their point of view.

3. Take immediate action to address the problem

stopwatchWhen responding to a Google review, it’s crucial to react quickly – preferably within 24 hours. You must respond immediately, even if it takes a lot of mental work to craft a meaningful response.

 

Maintain a laser-like focus on your main goal: visitor happiness. It gives you some influence over the result, which is particularly useful if you’re dedicated to providing a solution. Guests who feel acknowledged and appreciated might become your most ardent promoters.

4. Acknowledge your visitor’s annoyance

If readers perceive you are becoming irritated when confronted with a complaint, you could lose business if you roll up your sleeves. Please respond to the exact point raised by your consumer in their unfavorable review. By making your case, you may avoid inflaming an already irritated visitor who has left you a one-star review.

If visitors receive the impression that you’re abrasive and obstinate, they’ll choose to support firms that they believe they can trust instead. Responding to a bad review has significance since it shows that you’re paying attention and caring about your customers.

Advoria, a reputation management platform, helps you track your competition, track social media and improve your online reputation. It has a one-of-a-kind automatic sentiment analysis function that discovers and categorises positive, negative, and neutral mentions about your company. You’ll also get fast notifications anytime your company or product is mentioned negatively. So, you will be able to reply to any unsatisfied clients quickly.

5. Express regret and concentrate on the solution

cute boy apologizedExpress your regret: Even if the dissatisfaction isn’t entirely your fault, the encounter didn’t meet the expectations. Start by saying something like, “We’re sorry to hear our service did not meet your expectations”.

If feasible, encourage the reviewer to continue the dialogue by email or offline, with the option to connect via phone. People’s guards tend to drop a little when they’re on the phone or in person, so humanizing your response may help you get to a solution quicker.

6. Thank them for taking the time to write a review

Both positive and poor feedback is essential. Thanking customers for leaving a review, even if it’s not all flowers, shows professionalism and a desire to improve. In answer, you can remark, “Thank you for taking the time to write a review“. Readers will have the background to help frame the debate if the reviewer participates aggressively online. We’d want to do all we can to make things right. If you prefer to communicate with us through phone or email, we’ll work with you to find a solution.

7. Take action by making an amends offer

What might I do better next time to gain your business?” is another question you may ask. Invite you to tell you what you might have done better by email or direct message, and be open to hearing that there is an opportunity for growth. If they’re prepared to give you another chance, give them confidence that you’ll provide the sort of experience they’re looking for.

Even if your ratings are fewer than five stars, being excellent in the face of a less-than-ideal review might increase the likelihood of visitors booking. They’ll respect your attention to detail and customer service over worrying about whether or not you’ll be able to resolve or smooth things over with this one individual.

8. Keep in touch

A first answer is excellent, mainly if you provide the guest’s name, email address, and phone number so they may take the next step. It demonstrates that you’re not just replying to preserve face, but you’re genuinely concerned about the result.

While no company owner enjoys being informed they aren’t meeting expectations, a one-star review may provide some suggestions for improvement. It says a lot about your customer service and shows that you’re on top of things.

Conclusion:

Always invite your satisfied consumers to submit reviews on Google for your goods and services! Positive reviews can drown out bad reviews when it comes down to them. Positive feelings may go a long way toward persuading folks to do business with you, and they can help your local SEO. Finally, keep an eye out for adverse reviews on Google, Facebook, Yelp, and other review sites. The better!

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