Getting a negative review is never fun, but how you respond is more important than what the review says. By remaining calm, professional and polite, you can make sure potential customers are NOT turned away.
Acknowledge the issue and apologize. By simply saying sorry, you’re showing that you understand that you made a mistake. You value your customers, and you value their business. Even if it wasn’t your mistake, it doesn’t hurt to say that you feel sorry about the misunderstanding or bad experience.
Tactfully promote a positive image of your business. Turn the review around by showing the good things your company is doing. Make up for the error by making a peace offering.
If someone is very upset, take it offline. This allows for you to directly address the issues and work with the customer toward a solution.
How do you deal with negative reviews? Let me know by leaving a comment below.
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