Should Businesses Respond to Negative Reviews Online?
Online reviews have had a profound impact on the way consumers shop. Before making a purchase, consumers will often head to the web to look at reviews on Google, Yelp, and other sites. This lets them see what other customers have to say about a business before spending their money. Knowing that, you might feel a sense of panic when you see a negative review of your business online. However, you can lessen the impact and show your commitment to quality customer service by responding to the review. Here’s what you need to know.
Responding to the review could change the customer’s mind.
Every business has off days, and customers may be left with negative experiences. If they leave a negative review, consider it an opportunity to make things right. Apologizing to the customer can go a long way, but you might also offer a coupon for a discount on future visits.
Other customers will see your review responses.
Even if the customer who initially left a bad review isn’t won over by your response, taking the time to respond shows other potential customers that you care about their opinions and will work to correct any errors that arise. It’s a good idea to respond to positive reviews too, simply to thank customers for their feedback.
Inflammatory review responses will create a bad impression.
Though it is a good idea to respond to negative reviews, you should maintain the attitude that the customer is always right. Even if you disagree with the review or the review uses inflammatory language, you should craft a response that is professional and helpful. In these cases, try a short response welcoming the customer to follow up by phone or email to discuss their concerns.
If you don’t have the time to keep up with review management and other elements of building your online presence, connect with Hagadone Digital Montana for customized solutions. You can reach them at (406) 758-4443 for digital marketing services in Kalispell and throughout Montana.
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