Respond to a Review From Someone Who Didnt Use Your Business
Online reviews on sites like Google, Facebook, Yelp, and Tripadvisor give people a way to share their experiences not only with businesses just with young man consumers, too.
Consumers rely on these reviews in order to find dandy products, services, and brands. This makes it extremely important for companies to learn how to respond to negative reviews, specially in situations where these reviews might damage their make reputation.
- 94% of consumers say that a bad review has convinced them to avert a business.
- 53% of customers wait businesses to answer to negative reviews within a week. But 63% say that a business has never responded to their review.
- 45% of consumers say they're more than likely to visit a business that responds to negative reviews.
The takeaway: respond to negative reviews before they bulldoze your customers away. Do this and consumer perceptions immediately improve, making it more likely that people will come and visit your business locations.
Every bit for what to do with positive or neutral reviews — yes, they besides warrant a response. Call up of information technology as an opportunity to reinforce and spotlight the things customers already love about your company. (Not to mention, it'southward the polite matter to do.) For tips on what to do with positive feedback, read our guide on Positive Review Response Examples for Whatsoever Brand.
Demand help navigating the oftentimes treacherous waters of negative online reviews?
To help you respond to reviews amend, we looked at 200,000 review responses in the ReviewTrackers database, harnessed our own natural linguistic communication processing technology, and combined these responses' best features to come up with powerful examples and templates you tin can apply to reply to negative reviews you lot may accept received.
In addition to the templates, we scoured the Internet for cracking real-life examples of companies that know how to respond to negative reviews.
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How to Respond to Negative Reviews
Responding to negative reviews is difficult. Bad reviews hurt and sometimes they tin be downright cruel.
While information technology's natural to go upset almost your negative reviews, information technology'due south important non to lose your cool or feel like retaliating. In many cases, it's wise to step away from the keyboard, so that your emotions don't dictate what you lot're going to write in your response to the review. Exist certain to get yourself to a calm mental state showtime, and then that you tin can answer in a professional manner.
Here's a template that you tin employ to learn how to respond to negative reviews:
Dear [Name OF REVIEWER], thanks for sharing your feedback. We're sorry your experience didn't match your expectations. It was an uncommon case and we'll practise better in the futurity.
Delight feel free to reach out to [INSERT CONTACT INFORMATION] with whatsoever further comments, concerns, or suggestions yous wish to share. We would love to make things correct if you give united states of america another adventure.
Plain, how you reply to negative reviews will vary from state of affairs to state of affairs, but think of the above template as an all-purpose ane. It's a not bad starting bespeak that can serve equally the foundation for a great response.
Let's pause this downwards farther by examining what'due south oftentimes said when companies reply to negative and positive reviews.
While businesses do apologize, it'south only a relatively small part of the response (13%). Why? Considering it can sometimes come up across as unprofessional to be overly atoning.
Instead, brands focus on their delivery to service, customer experience management , and "adjacent steps" (east.g., how a consumer can contact them straight).
The template above applies a number of the all-time practices in responding to negative reviews.
Best Practice 1: Address the Reviewer
Your customers want to be heard individually and addressed personally. So don't forget your salutations and, if possible, avoid the generic "Dearest guest," or "Dear customer."
According to online reviews statistics, 76% of all reviews are either Google reviews or Facebook reviews. This means you lot can commonly go the proper name of the reviewer and use information technology as a way to further personalize your response.
All-time Practice 2: Say Thank You
Bear witness customers that your company appreciates and values candid unsolicited feedback . Always remember to say thank you in responses to reviews (fifty-fifty the bad ones).
Here are some variations where saying "thanks" goes a long mode:
"Thank you for your review. I'm sorry to hear yous had a frustrating experience, but I really appreciate you lot bringing this issue to my attention."
"Thanks for bringing this to our attending. We're sad you had a bad experience. We'll strive to practice better. "
"Thanks for letting us know about this. Your feedback helps us do better. We are looking into this consequence and hope to resolve it promptly and accurately."
Best Practice 3: Repent and Sympathize
Maxim deplorable shows that yous care about your customers and that yous're not too proud to ain up to your mistakes.
Fifty-fifty if it's not your fault, say sorry anyway. This is a keen opportunity to establish and strengthen trust between your company or brand and the customer. Besides, people oft get turned off past brands that are too perfect or also proud to repent.
Merely similar the rest of the response, keep your apologies short and sweet:
"We apologize that our service did not satisfy your expectations."
"We're so sorry that your feel did not match your expectations. This is on us."
"We prepare a high standard for ourselves, and nosotros're and so lamentable to hear this was not met in your interaction with our business."
Best Do 4: Have Responsibility
Don't brand excuses. Even if what happened was an uncommon instance, an isolated case, an unfortunate incident, an off mean solar day — acknowledge the client'southward experience. At the aforementioned fourth dimension, provide reassurance that yous hold yourself to high standards.
Some things yous can say:
"I'm so sorry. We're commonly known for our exceptional attention to detail, and we regret that nosotros missed the mark."
"We always aim to deliver a not bad experience, and nosotros are gutted when we don't meet expectations. Thanks for taking the fourth dimension to bring this to our attention. We will utilize the feedback to make us ameliorate and to ensure this doesn't happen again."
"Thank you for posting a review and we're sorry to hear that your experience was non up to standards. We would like the opportunity to talk and investigate your feedback further."
Best Practice v: Make Things Right
When dealing with negative feedback, effort to avoid cookie-cutter responses that practise non resolve or address any specific issues raised in the review.
Include details virtually the customer'south experience in your response (when relevant), and communicate any changes or improvements yous have made or will brand every bit a result of their feedback.
If at that place'south nothing you can do to gear up what happened, hither'south a compelling manner to reply to the reviewer, have buying, and hope to make things correct in the futurity:
"I apologize on behalf of everyone at [Company Name]. Delight know that your situation was an exception. As you tin can run across on other reviews, we are known for taking ownership and caring securely most our customers. We can't set the by but you take my personal delivery to amend the fashion our staff serves every customer. Until then, please accept my sincerest apologies on behalf of everyone on the team."
Best Practice 6: Take the Consequence Offline
It's always best for you and your client to talk directly near the problem they had and take the issue offline. This saves whatsoever farther embarrassment on your side of the result and prevents interference from outside sources. For this reason, yous should provide direct contact information for customers in your review response.
Here are some things yous tin can say:
"We would similar the opportunity to investigate your feedback further. Please could you lot contact me at [Email Address] or phone call our team at [Telephone Number]? We'll work with you to resolve any issues as quickly every bit possible."
"Nosotros are sad that your experience at [Visitor Proper name] didn't quite match your expectations. Nosotros would love to know why, so that we can deliver a better experience next time. You may accomplish united states anytime at [Email Address] or [Telephone Number]. Again, cheers for your feedback!"
All-time Practise 7: Enquire for A 2d Risk
Don't slam the door on negative reviewers. Instead, extend a (digital) manus. Invite them to come back and when they practice, welcome them with open arms.
Not only does this create an opportunity for you to modify the conversation; it too establishes confidence in your ability to evangelize an experience worth raving (instead of ranting) well-nigh.
Some things you tin say:
"Thank yous for bringing this matter to our attention. I'thou very sorry we failed to see your expectations. I would appreciate another take a chance to earn your business. Please call me or ask for me next time you're at [Company Proper noun]."
Real-World Examples of How to Answer to Negative Reviews
There isn't one perfect way to reply to a negative review. The fact that numerous brands have establish different means to create dandy review responses show the opportunities bachelor to winning back unhappy customers. As you read each example, notice that they apply a number of the best practices listed above.
Responding to a Negative Restaurant Review
Restaurateurs know that delicious nutrient doesn't always guarantee a 5-star review. Accept notes from this heartfelt response to a review that commented on other aspects of the dining experience.
Why it works: In the response, the restaurateur acknowledges that the guest's experience "could've been meliorate." The response as well offers ways to deliver a better or more satisfactory experience adjacent time — while keeping the tone polite and professional person. Besides, past highlighting the upstairs seating, the response not but offers a solution to this diner, but likewise offers a tip to prospective diners who may exist reading this review in the future.
Responding to a Negative Hotel Review
When a loyal customer expressed her disappointment with her anniversary stay at the Stamford Plaza in Brisbane, executive banana manager Dale John wrote a pitch-perfect response.
Why it works: The response addressed the reviewer and started with a "thank you." Information technology was also very specific virtually the customer's feel and provided detailed information on how the hotel planned to resolve sure bug and maintain its standards.
Responding to a Negative Healthcare Review
For healthcare providers, it's a little bit trickier to arts and crafts responses to negative patient reviews .
With the Health Insurance Portability and Accountability Act (HIPAA), which is designed to safeguard patients' wellness information, healthcare marketers must exist able to reply without referring to any specifics about medical intendance or the patient'due south identity, which could be construed as "patient data."
You can read more here on how to craft HIPAA-compliant review responses , simply here'southward a slap-up case in activeness:
Why it works: The review response addresses specific problems without breaking confidentiality. It also communicates the provider'due south physical plan to make things correct. ("We recently hired a consultant…")
The response also wisely offers to take the conversation offline — demonstrating the provider'due south genuine desire to appoint with the patient and solve the problem.
Responding to a Negative Fiscal Services Review
Negative reviews tin also hitting banks and financial services providers. By replying ASAP, y'all can minimize the possibility of other potential clients being swayed by the original reviewer's experience.
Why it works: This review response feels sincere instead of defensive. Sometimes, simply thanking the customer for their unsolicited feedback and apologizing can go a long mode. Accept note, once again, of the offer to accept things offline and discuss the outcome privately.
Responding to a Negative Review of a Veterinary Clinic
Here's another case of how to reply to negative reviews. This fourth dimension, information technology's from a veterinarian clinic, a business in an industry in which emotions tin run loftier, specially in times of a pet'due south health crisis.
Why information technology works: Pet owners can be extremely song and opinionated. There will ever be people who are going to be convinced that their vets are just "in information technology for the coin" and don't really care well-nigh the welfare of their animals. In response to the negative Facebook review, Forest Grove Veterinary Dispensary posted a classy reply that highlighted the company's values while also straight addressing the customer's experience.
Travel and Hospitality Negative Review Response Example
JetBlue Airways' Twitter account serves as one of the visitor'south main customer service channels. When a customer named Esaí Vélez complained (politely) well-nigh his backseat Television receiver not working, JetBlue responded inside minutes.
Why it works: The swiftness with which JetBlue responded is impressive. While it'due south a response to a tweet instead of to a review, the brusque reply effectively displays sympathy while too offering a solution (or at least a 18-carat endeavour to make apology).
Says best-selling author and client service skillful Fleck Bong: "In the customer'due south mind the clock starts when he or she posts a negative review, and your reputation drops with every hour yous delay providing a response. Bad reviews that remain unanswered betoken to other customers yous are disinterested. It as well fuels the perception that the negative report past an aroused customer was probably accurate."
(More) All-time Practices When Responding to Negative Reviews
With templates and examples in mitt, it's fourth dimension to put your own review response plan into action. Earlier solidifying your own response methodology, information technology's of import to continue iii things in mind.
1. Respond in a Timely Manner
According to client reviews information: 53.3% of customers who have written reviews expect a response in 7 days or less. That's a short time frame, particularly for decorated executives and teams who accept a lot on their plate managing other things to keep the concern operating.
With a reputation management software platform like ReviewTrackers, you can prepare review alerts so you are notified of new reviews as they come in. As well, you lot definitely don't want to exist manually logging in and out of business organization review sites — then utilizing a comprehensive review response tool may exist useful when treatment multiple pieces of feedback.
Call up: the clock begins ticking once reviews are posted, and customers are waiting to hear back from you.
2. Assign Ownership of the Process
It'due south of import to place people in your organisation who will be directly involved with online review management and with responding to bad reviews. This can be tricky considering online reviews live at the intersection of marketing, operations, social media, and client service: there are plenty of stakeholders at this phase.
Typically speaking, nosotros see that branch or location managers, marketing teams, employees who monitor social reviews, and client service staff are the people who are put in charge of review responses.
Whoever steps upward as the head of your review response program should understand the guidelines of each review site, transform the nerveless feedback into valuable insights for your company, and — mayhap most important of all — brandish the right tact needed to address complaints and stand for the brand well.
Read more: Make Management Skills: How to Be a Good Brand Manager
3. Create a Review Response Policy
If your company operates in multiple locations, chances are more than one person will exist assigned to respond direct to online reviews.
This makes it crucial to have an organization-wide policy that guides your visitor on how to reply to negative reviews as well equally positive ones.
Your policy should cover things like what language and tone you should utilize, what the timeline is for getting back to customers, with whom the reviews will be shared in your organization, when do escalations get necessary, what the ideal response rate is, and other items that may impact how your company handles reviews.
How to Respond to Neutral Reviews (iii-Star)
Every bit you might expect, neutral reviews usually combine positive comments with negative feedback — which ways that yous'll accept to take what you lot can from the sections higher up and determine review response techniques most applicable to your state of affairs.
Oftentimes, however, neutral reviews are cursory and lack details. They happen because customers don't feel strongly enough either way to describe their feel in not bad particular.
If that is the case, here'due south an appropriate way to respond to neutral reviews:
Dear [Client NAME], thank you for your review. We would dear to hear more near your experience, so that we tin use your valuable feedback to deliver an even better feel next fourth dimension. Please reach out to [CONTACT INFORMATION] with any further comments or suggestions you wish to share. Again, thank you for taking the time to review our concern!
With a template in mind, you should turn your attention to the details that make a groovy neutral review response in the eyes of the client.
Best Practise 1: Equally E'er, Say Thanks
Earlier you write out the rest of your neutral review response, start the right mode by showing appreciation for the time the client took to write the review.
Best Practice 2: Reinforce the Positive
If the iii-star review contains positive feedback, be sure to telephone call attention to it by mentioning it in your response: "Nosotros're glad to hear that the quality of our product matched your expectations."
Fifty-fifty if the review includes a disquisitional comment, first your response with an affirmation of the review's positive aspects. (Research shows that readers are more likely to absorb ideas in the first 100 words of a text cake.)
Best Practice 3: Address the Negative
If you lot receive a neutral review with negative feedback, acknowledge the specific bug the customer had with their experience. You may also issue a short amends and provide a brief explanation of what happened.
All-time Practice 4: Accept It Offline for More Details
If you're asking the customer for more details, do so with the intention of taking it offline. That way, you can investigate the situation more than thoroughly while preventing details of a possible negative experience from condign public. This is too a great customer experience management tactic.
You tin say something to the effect of:
"Your business ways a lot to us, so if you e'er have additional feedback, delight don't hesitate to reach out via [your contact data]."
Examples of How to Respond to Neutral Reviews
Many brands excel at responding to positive and negative reviews, and there are a select few that nosotros found that proficiently navigated the tightrope of responding to a neutral review.
Take a wait below and see why these companies succeeded in their responses.
Responding to a Neutral Review of a Salon
Kréme de la Kréme Nail Lounge is the recipient of numerous positive reviews on Yelp. Angela T., the concern owner, takes the fourth dimension out to thank Yelpers who put in these skillful words for her.
When this neutral review came along, Angela responded with:
Why it works: Her review response reinforces the positive ("So glad y'all enjoyed the cupcakes and liked our jewelry…"), while besides providing data that's useful to the client who wondered near the price, besides as to readers of the review who might be curious why the smash salon's prices are slightly higher than that of her competitors.
The response likewise gives an idea of the great lengths the business goes to in order to provide quality services and products.
Responding to a Neutral Eatery Review
Etta in Chicago received this 3-star review on Yelp, and what followed was an ideal response, penned by general managing director Adam Scholten:
Why it works: Like the review itself, the response is short and simple. Adam thanked the client for his honesty, simply as well expressed his eagerness to investigate the matter further and so that the eatery can deliver a better dining feel next time.
Read more than: Restaurant Reputation Management in 5 Steps
Responding to a Neutral Retail Review
Another proficient case of how to handle a mixed or neutral review is from Joseph D., the owner of Flowers for Dreams in Chicago.
Why it works: The review response takes responsibility for an uncommon instance in which the flower system ordered by the customer kind of differed from the arrangement delivered.
Joseph was quick to repent, explaining that the product the customer received was non up to the business organization' usual quality standards. His response concluded with an invitation to privately discuss the matter in more detail and an offer to make things right for the customer.
How to Respond to Employee Reviews
Crucial to the success and growth of any organization is its ability to concenter and retain the best talent. That'southward why information technology'due south so important for your leadership and 60 minutes teams to embrace — instead of fear — online reviews and public employee feedback posted online.
Responding to negative reviews on Glassdoor and Indeed can assist a visitor amend its online reputation, build a strong employer brand , and attract more prospective employees in the hereafter.
It'southward also an essential role of every successful employee retention strategy.
Consider these employer make stats :
- 83% of candidates are likely to bank check a company's employee reviews and ratings when deciding on where to use for a job.
- 84% of task seekers say that the reputation of a visitor every bit an employer is very important when making a decision on where to employ for a job.
Companies that respond to employee reviews provide job candidates with an extra measure of reassurance, particularly when they meet that yous, every bit an employer, are active on employee review sites.
Past responding to employee reviews, you can support your employer brand monitoring strategy, drive engagement with employees, and support efforts to better the overall employee feel. Here's how to practice it properly.
All-time Exercise 1: Respond in a Timely and Organized Manner
The first step to responding to reviews posted past employees is developing an organized mode to do and so. Timeliness is crucial: whether information technology is once a calendar week or once a calendar month, find a cadence that works for your team'southward bandwidth.
All-time Practice 2: Bear witness Your Appreciation
When responding to employee reviews, arrive a priority to thank the reviewer, regardless of whether they're singing your praises or highlighting areas for improvement.
All-time Practice three: Respond Professionally and with Authenticity
The strongest responses to employee reviews show respect for the reviewer by addressing feedback in a manner that'southward professional and authentic.
Best Do 4: Have Activeness
Right any organizational problems discussed in online reviews posted by your employees. By using their reviews to improve the employee experience, you can build not but a strong employer brand only likewise a happier and more productive workforce.
Best Practice 5: Ask for More than Feedback
Asking for more details tin can be tricky when you lot're dealing with employee reviews — which are anonymous on a site like Glassdoor. You'll want to respect that anonymity and encourage the reviewer to give private feedback to your 60 minutes team.
For example, an employee may feel comfortable offer negative feedback about their boss while on Glassdoor, only non in person. Direct them to your Hr squad then that you lot tin become more than details almost their experience, just make sure they also feel comfortable.
Real-World Examples of How to Respond to Employee Reviews
The best responses to employee reviews are able to highlight or reinforce the positives, capitalizing on the opportunity to show how strong the employer brand is. Bank check out this example from Genentech:
As you can come across in the response, Genentech elaborates on the positive aspects of the review, noting, "We are delighted to hear that you value the efforts we take put toward creating an environment where everyone at Genentech can thrive."
The response also addresses the negative concerns, simply not before showing appreciation for the positive feedback.
Here's another example, which comes from DocuSign:
Why it works: It's a short, elementary response that shows appreciation for the time the employee took to write the review. DocuSign actually does this for every review posted on their Glassdoor profile, demonstrating that the visitor cares nigh its employees and their experience working in that location.
The key to responding effectively to negative employee reviews is to admit and try to understand the private employee experience. Doing so tin even benefit your organization, resulting in improved employee satisfaction and plentiful wins for your business.
In the example higher up, WillowTree doesn't sweep the rather difficult concerns under the carpeting by ignoring the employee's comments. The response specifically addresses problematic areas brought up and discusses what is existence washed to remedy them.
Read more:The Complete Guide to Employer Branding
How to Reply to Reviews on Google, Yelp, and Facebook
Learning how to respond to negative reviews and taking part in customer conversations tin can accept a very existent and measurable result on your concern.
Keep in mind, still, that every single review site will have its own set of rules, terms, or guidelines for review responses. Make sure that the person assigned to respond to your reviews is enlightened of these rules.
How to Respond to Google Reviews
Reviews on Google show up in two places: Google Search and Google Maps.
To respond to Google reviews , you must exist logged into your Google My Business (GMB) business relationship (at present chosen Google Concern Profile Manager). From your GMB account, click the Reviews tab.
Yous can click on the "Reply" push beneath each review to formulate a response. Based on the current Google review policy , y'all can too edit your response if information technology has a typographical fault or inaccurate information, just endeavor to continue those mistakes to a minimum.
Keep in listen that customers are told when a business organization responds to their online review on Google via email notifications. The business' response is published immediately and the electronic mail notification is sent to the customer 5 minutes later. The 5-infinitesimal delay allows the business concern to edit or make whatsoever corrections to their response after initial submission.
Businesses will be notified of any new Google reviews that come in through their GMB notifications. Yet, it's important to note that brands with over 100 locations don't receive Google review alerts.
How to Respond to Yelp Reviews
You can reply to your Yelp Business reviews through the Yelp for Business organisation Owners page . Brand sure you lot take already claimed your business folio on the site before getting started with responding to reviews.
To see your Yelp reviews using Yelp for Business Owners, merely log in and click the Reviews tab.
Apart from reading each private review, you'll also exist able to reply to your Yelp reviews with a public comment or a direct bulletin. Or you can simply press the Thank button to evidence your appreciation for customers who took the time to review your business on Yelp.
You tin find these response options nether each individual review.
How to Reply to Facebook Reviews
Facebook reviews are activated past default when you create a business Page.
Any review, whether or not it includes boosted text feedback, appears like a mail in the Reviews or Recommendations section. You lot tin can respond to Facebook reviews and Recommendations the same way y'all can respond to comments on your Facebook Folio or through your Facebook Concern Director account.
Should You Respond to Every Unmarried Review?
What is the ideal response charge per unit? Should your business respond to every single review that comes in?
The short answer is: it depends. There are many factors you lot should take into consideration.
Call up Nearly the Review Sites that Thing to You
Non all business review sites will be highly relevant to your business. Understanding which sites are most impactful given your industry or business category will assist you determine the value of the reviews.
Hoteliers and hospitality executives, for example, should definitely take a plan in place for how to answer to Tripadvisor reviews . Restaurants, meanwhile, should respond to Yelp reviews also as feedback on other popular restaurant review sites . For local businesses of all types, information technology makes sense to focus on responding to Google reviews .
Practice your homework and get familiar with the most popular reviews for your type of business, and get in a priority to respond to those reviews.
Don't Answer for the Sake of Responding
Don't respond if you lot're only going to write the same generic "Thank y'all" message for, say, two dozen positive reviews. Take the time to personalize your responses and make them unique.
This also ensures that your responses will meet individual review sites' guidelines. For instance, some sites (Booking.com, for instance) don't approve of identical responses.
If you're responding to negative reviews, do then to provide balance and express your viewpoint in a positive way. Don't respond to blame customers. Retrieve: how you lot reply to a negative review says more than near your business than the negative review itself.
Have Your Review Volume into Business relationship
If you have only 4 or v reviews on your profile, it's best to respond to every single one of them. All the same, yous don't accept to aim for the same 100% response rate if you're consistently getting dozens or hundreds of reviews across multiple review sites.
Ratings-just reviews or comments that are v or six words long are not probable to make a big impact on your online reputation. When deciding which reviews get a response, choose the detailed feedback that lend themselves to informative, expanded responses. Yous can use these types of reviews every bit opportunities to drive customer engagement, also every bit highlight the strengths of your business.
Final Thoughts
Online reviews influence the way customers call back most your business.
Keep in mind that your reputation is shaped not just by what you say virtually the business concern but also — and probably mostly — by what customers are saying on online review websites.
While this may make you feel like you accept niggling control over how potential customers perceive your brand, y'all can still actively participate in improving your online reputation. One of the best ways to do and so is by responding to your reviews.
By responding to positive, negative, and neutral reviews and by applying the best practices and examples outlined above, y'all tin can make a positive impact on your brand reputation and even boost financial outcomes.
Source: https://www.reviewtrackers.com/guides/examples-responding-reviews/
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