How to Respond to Negative Reviews on Google

Updated 2020 Posted on

Negative reviews are never fun, especially when you have poured your blood, sweat and tears into your business. Poor customer feedback can also be treated as a learning experience. Instead of letting negative website reviews sour your mood, you could use the feedback as a means to improve how your business communicates with its clients. However, you should be careful how you respond. Continue reading to learn how to respond to negative reviews on Google.

Ways to Respond to Negative Reviews on Google

  • Apologize and sympathize. It’s crucial that you recognize the reviewer’s concerns, otherwise they could feel ignored. Show sympathy if the reviewer is having a negative experience. In some cases, the person may even remove the negative review if you show sympathy and try to resolve the situation.
  • Insert a marketing statement. Explain what your clients are supposed to experience and what they usually experience under better circumstances. “We’re normally known for our…” This further proves that you don’t take the negative review lightly and know how to fix the problem.
  • Move the conversation offline. Give the reviewer the contact information of someone at your business so he or she can discuss the issue in person. This shows that your business is committed to helping clients and improving its business.
  • Keep your response short, simple and sweet. There’s no need to go into too much detail in your response. Doing so could upset the customer and may lead to more negative feedback. Your reply should only be a few sentences.

Remember, treat feedback as a learning experience that can be used to improve your business. Depending on how you respond to negative feedback, you may be able to prevent future negative reviews by avoiding the same mistakes. Follow MediaSmack’s blog to learn more about creating a website and engaging your audience.

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