Five Best Practices for Responding to Bad Online Reviews

Social media, Google My Business, and other online review websites have given voices to consumers to publically proclaim their love, admiration, hate, or disappointment regarding a business's products or service. These reviews, specifically the negative ones, have the power to damage a small business's reputation and may lead to significant losses in revenue. While some of these negative reviews can come from genuine customers who may have had a bad experience working with your business, others can come from illegitimate sources whose major ambition is to cause irreparable damage to your business. Competitors, former employees, and internet trolls now have the tools to anonymously damage your business.

Whatever is the motivation behind a negative review, what matters is how you address the situation. It is highly important you understand the best practices for dealing with a negative online review. Because the truth is, your response if not properly framed, can worsen the already inflammable situation. Below are five best practices for responding to bad online reviews:

1. Offer a sincere apology

The first thing to do when you discover a negative review on your social media account or on a review website is to offer a heartfelt apology for whatever wrong the customer complained about. Don't try to be defensive or aggressive, or accuse the reviewer of writing a false statement.  In this situation, it's more important to remain professional than win the argument.

2. Address the issue

The next will be for you to address the issue. If the customer complained about the late timing of the delivery of your products, apologize and assure the customer that you will do something about it; perhaps you just purchased new delivery vans that are in better shape than the old vans etc. If an explanation is needed, offer it, very simple. Remember, everyone is reading. Some people will make a decision regarding your company simply by the way you addressed an issue. An explanation is different from excuses, give an explanation, not an excuse.

3. Use a professional tone

When addressing a negative review use a professional tone. Write in the same way you would have spoken if the customer had physically approached you in your business place. Just to be sure, you can ask a colleague or friend to read what you have written, to give a second opinion.

4. Personalize your response:

When responding, address the reviewer by name, this gives a sense of identity and personalization. It passes a subtle message that you almost know the reviewer or you can feel his pain. Also, if possible, you should sign your response with your name.

5. Never, ever, lose your cool:

Whatever you say or do, never lose your cool. Remember, the motivation behind some of the most diabolic negative review is to get under your skin and badmouth your business. There are cyber bullies everywhere who get off on stuff as that. Losing your cool only hands them the victory they were looking for. If you know you can't respond immediately without writing invectives, then don't respond yet. It is better to respond late than in a wrong manner. Keep your cool, respond calmly.