Learn how to deal with bad reviews and use them to improve your customer service and company offering.
Learn how to deal with bad reviews and use them to improve your customer service and company offering.
If you’re a business owner, one thing is true: Getting a bad review at some point is pretty much to be expected, if not inevitable. Before you panic, remember that bad reviews are par for the course. It doesn’t mean your business is failing or your offering is slipping. It’s just one customer’s opinion, and even in the worst cases (we’ve all seen examples of nightmarish, scathing reviews), you can come through with a save – and hopefully learn something in the process.
Sometimes bad reviews signal that you need to change something about your company, and these can be a blessing in disguise. Others may not hit that mark. But even bad reviews that don’t help you improve can be beneficial in other ways. If you react like the class act you are, you’ll show how much you care about upholding high customer service standards. Other customers will give you kudos when they see this polished, professional reaction to negative feedback.
We’re not going to sugar-coat it – dealing with negative online reviews from unhappy customers is not always easy. Their words might sting. The review could feel personal. But we’re here to help you face these situations with the tools you need to learn from bad reviews, respond with grace, and shake off the feeling your company isn’t doing things right. You are doing something right when you respond well to negative feedback – so right you can even make bad reviews good.
When you get a blistering review that’s so bad it makes a list of the internet’s favorite negative review response examples, you’ll have no choice but to face the situation head-on to salvage your company’s rep. Here’s how to respond to a 1-star review:
Give yourself a little time to shake off the shock and process your feelings. But don’t wait too long – you want to post a response in a timely manner. The sooner you respond, the more quickly you can resolve the situation with the customer, implement any necessary feedback, and show others that addressing negative experiences is a priority for your business. Acting fast is especially important when thinking about how to respond to Google reviews or others that leave a record online. It’s better to address these quickly so potential customers won’t see a bad review that no one bothered to answer.
Extract the critical points of the complaint so you can address each of them in your response. Consider the review with a clear head and try to put yourself in the customers’ shoes. We’ve all heard “the customer is always right,” so understand that all feedback is valid, even if you disagree with the customer’s take on their experience.
Taking the high road can be challenging. Remember when we recommended shaking off the blow and sitting with your feelings? That’s because you’ll need to be level-headed in your response and avoid sounding defensive. Instead, thank the customer for bringing the issue to your attention, summarize what you heard in their complaint and empathize with their bad experience. Then, take responsibility and provide a solution. Depending on the nature of the complaint, you might offer a coupon to try your services again or share your phone number so you can move the conversation offline. You can also outline the steps you’ll be taking to learn from their advice and prevent a similar situation from happening in the future.
Negative reviews don’t have a short shelf life. Try to get comfortable with that. There’s no sense in dwelling, especially if you’ve already responded to the review and helped an upset customer resolve their situation. You could damage your confidence if you beat yourself up over losing a few stars. Remember that even the world’s most successful businesses receive bad reviews.
If you spot a trend in customer feedback, make a template to address it. This won’t work for unique concerns, but a template can help you clearly and efficiently address common issues like difficulty using your website or complaints about out-of-stock items. Just avoid sounding robotic. It doesn’t look great to post a string of boilerplate responses on big review sites like Yelp and Tripadvisor. Whatever you do, start with a personalized intro, and make the individual feel seen by highlighting any unique aspects of their customer experience.
Customer reviews provide essential insights for your business. If people complain that your best-selling jeans are always out of stock, maybe it’s time to consider the efficiency of your production chain. If your website is tough to use, you could switch up the interface. And if a lot of customers agree that your cafe’s chili isn’t spicy enough, turn up the heat!
In time, even the worst review will lose its sting. You’ll move on. But don’t let it disappear entirely – keep a record of customer complaints as they come in. This will help you track patterns that can lead to powerful insights for improving your company, and you’ll be able to see if your improvements are paying off as complaints phase out. Track your positive reviews too! Don’t let lousy feedback outshine the compliments. Good reviews also cue you into what’s working for happy customers, so if you have a handful of bad reviews on a product most people love, you can weigh whether it’s worth changing what’s working.
We’ll say it again – bad business reviews are entirely normal. If you want proof (and a little moral support), just do a quick search for Google and Yelp reviews on popular products and successful companies. Filter the results for one-star ratings, and you’ll quickly see you’re not alone. Try thinking of reviews as feedback from customers who care enough about your products and services to bring issues to your attention. Sure, some may be miffed, but others are trying to help – they want to find a resolution and prevent the same situation from happening to others. And if you take the time to listen, those bad reviews will make your business stronger in the end.
