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Haunted by 1* reviews? No problem.
In today’s #ThreadThursday, we’re going to talk about how to respond to negative reviews.
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In today’s #ThreadThursday, we’re going to talk about how to respond to negative reviews.
1/11
First: don’t panic 
Bad #reviews are an unfortunate experience, but they happen. BUT if you respond in the right way, you can turn something negative into a positive aspect for your business. 2/11
Bad #reviews are an unfortunate experience, but they happen. BUT if you respond in the right way, you can turn something negative into a positive aspect for your business. 2/11
That’s because other customers will see how you’ve responded, giving them extra security that if something went wrong with their order, they can rely on you to sort it out.
It builds trust with your company and can help save customers you might have lost. 3/11
It builds trust with your company and can help save customers you might have lost. 3/11
Don’t send them to another email! If they’ve taken the time to write their complaint here, start dealing with it here. Don’t make them rewrite it out in another place. It’s frustrating for them and anyone else who sees the exchange will have no idea if it’s been resolved 4/11
Make it personal and greet themIf someone is upset, they don’t want to see a robotic response. They want to know that a real human has read their review. So the first step is to make it personal, introduce yourself and your role in the company. 5/11
Be empathetic and validate their concerns Remember that saying “the customer is always right?”. We know this isn’t strictly true, but you need to make sure that they feel that way. The reviews section isn’t the place for public arguments.
So, take responsibility. 6/11
Atone What can you do to make this right?
1st make public that you’re trying to stop the cause of the problem within the company.
2nd, offer them something that will make up for it: e.g. vouchers/replacement orders. Just make sure it’s relevant 7/11
Apologise (again) and sign off End on another quick apology and sign off using your own name. Again, it’s personal.
This is an example of what these steps look like in action... 8/11
“Hi Ray,
I’m Katherine from the customer service team and want to thank you for bringing this to our attention! We understand that it must have been really difficult for you when organising your mum’s birthday party and I want to apologise on behalf of the team... " 9/11
I’m Katherine from the customer service team and want to thank you for bringing this to our attention! We understand that it must have been really difficult for you when organising your mum’s birthday party and I want to apologise on behalf of the team... " 9/11
"I’ve put in an investigation into that branch so we can stop this from happening in the future. In the meantime, we’d love to offer some free birthday bubbly for your whole party on us.
Thanks again for getting in touch and we are deeply sorry this happened.
Katherine.” 10/11
Thanks again for getting in touch and we are deeply sorry this happened.
Katherine.” 10/11
Any other tips/comments? Leave them in this thread! 11/11
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