{"id":18248,"date":"2017-11-28T00:59:44","date_gmt":"2017-11-28T00:59:44","guid":{"rendered":"https:\/\/blog.birdeye.com\/?p=18248"},"modified":"2024-05-07T03:53:53","modified_gmt":"2024-05-07T10:53:53","slug":"handling-negative-reviews","status":"publish","type":"post","link":"https:\/\/birdeye.com\/blog\/handling-negative-reviews\/","title":{"rendered":"Handling negative reviews- 4 important tips"},"content":{"rendered":"\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p><span style=\"font-weight: 400;\">Negative reviews can involve significant risks. Therefore, handling negative reviews requires some sort of strategic approach. Even a simple bad review can damage your online reputation and become viral on social media. Consumers resort to third-party review sites and&nbsp;<\/span>are not necessarily looking for a perfect 5-star service provider.&nbsp;Customers look for various factors that might include hours of operation, location, and services offered, as well as feedback on the business.<\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">A wide range of businesses use <a href=\"https:\/\/birdeye.com\/blog\/social-listening\/\">social media channels<\/a> like Twitter, Facebook, and Google+. Even the <a href=\"https:\/\/birdeye.com\/blog\/healthcare-reviews\/\">healthcare industry<\/a> can use these channels to communicate with their customers.\u00a0 Responses on these platforms can be positive and valuable to customers and businesses. Negative reviews won&#8217;t necessarily discourage a customer from using your services. They can provide insight into what the worst-case situation might look like. But when the negative reviews are affecting your business<\/span>.<gwmw style=\"display:none;\"><\/p>\n\n\n\n<div class=\"wp-block-yoast-seo-table-of-contents yoast-table-of-contents\"><h2>Table of contents<\/h2><ul><li><a href=\"#h-improve-your-products-and-services-based-on-customer-feedback\" data-level=\"2\">Improve your products and services based on customer feedback<\/a><\/li><li><a href=\"#h-don-t-leave-a-review-unanswered\" data-level=\"2\">Don&#8217;t leave a review unanswered<\/a><\/li><li><a href=\"#h-ask-for-an-updated-review\" data-level=\"2\">Ask for an updated review<\/a><\/li><li><a href=\"#h-requesting-the-removal-of-a-negative-review\" data-level=\"2\">Requesting the removal of a negative review<\/a><\/li><li><a href=\"#h-faqs-about-handling-negative-reviews\" data-level=\"2\">FAQs about handling negative reviews<\/a><\/li><li><a href=\"#h-birdeye-can-help-manage-your-reviews\" data-level=\"2\">Birdeye can help manage your reviews<\/a><\/li><\/ul><\/div>\n\n\n\n<p>Before we examine in further detail how to respond to negative reviews, are you ready to discover why online <a href=\"https:\/\/birdeye.com\/blog\/online-reputation-management\/\">reputation management<\/a> is crucial for your multi-location business in under 15 minutes? Hear 10 tips that can help each one of your locations gets discovered online. By the end of this&nbsp;<strong>audio guide<\/strong>, you will know how to start collecting more reviews from customers in order to drive conversions. <\/p>\n\n\n\n<div id=\"buzzsprout-player-8393182\"><\/div><script src=\"https:\/\/www.buzzsprout.com\/1750396\/8393182-online-reputation-management-10-essential-tips-for-success.js?container_id=buzzsprout-player-8393182&amp;player=small\" type=\"be-lazy-script\" data-lazy-type=\"text\/javascript\" defer=\"\" charset=\"utf-8\"><\/script>\n\n\n\n<p>Building a strong online reputation that attracts new customers requires regularly <a href=\"https:\/\/birdeye.com\/blog\/review-generation\/\">generating fresh reviews<\/a> and effectively responding to negative ones. Here are some steps required in handling negative reviews.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-improve-your-products-and-services-based-on-customer-feedback\">Improve your products and services based on customer feedback<\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">Listen to your customers\u2019 needs and respond by making necessary changes. This can help you avoid future negative reviews and improve the growth of your business. Also, ensure you have a strong online presence with accurate listings and a high star rating. These features on your website can help attract potential new customers. Simultaneously, it\u2019s important to encourage satisfied customers to leave reviews, as well.&nbsp;<\/span><\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" width=\"300\" height=\"200\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/2017\/11\/how-to-deal-with-bad-reviews-300x200.jpg\" alt=\"how to deal with bad reviews\" class=\"wp-image-20405\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/2017\/11\/how-to-deal-with-bad-reviews-300x200.jpg 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/2017\/11\/how-to-deal-with-bad-reviews-768x512.jpg 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/2017\/11\/how-to-deal-with-bad-reviews-810x540.jpg 810w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/2017\/11\/how-to-deal-with-bad-reviews.jpg 925w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/figure>\n<\/div>\n\n\n<h2 class=\"wp-block-heading\" id=\"h-don-t-leave-a-review-unanswered\">Don&#8217;t leave a review unanswered<\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">If your business resolves issues quickly and efficiently, 95% of unhappy customers say they are open to returning to your business.<\/span> <span style=\"font-weight: 400;\">Acknowledging the reviewer\u2019s concerns and apologizing, and at the same time promising them improved services in the future, is a good way of handling negative reviews. This lets the customer know that you are listening. Therefore, this prompts them to stay with you.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-ask-for-an-updated-review\">Ask for an updated review<\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">After addressing the customer&#8217;s concerns, ask them to remove the review or change the information.&nbsp;<\/span><span style=\"font-weight: 400;\">A customer may choose to update their review, remove it, or post a follow-up review that negates the effect of the original bad review. If you feel that the reviewer is only focused on maligning your image, it is best to let the issue go. This is one way of handling negative reviews.<\/span><\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" width=\"300\" height=\"200\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/2017\/11\/Handling-negative-reviews-300x200.jpg\" alt=\"Handling negative reviews\" class=\"wp-image-20406\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/2017\/11\/Handling-negative-reviews-300x200.jpg 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/2017\/11\/Handling-negative-reviews-768x512.jpg 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/2017\/11\/Handling-negative-reviews-810x540.jpg 810w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/2017\/11\/Handling-negative-reviews.jpg 925w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/figure>\n<\/div>\n\n\n<h2 class=\"wp-block-heading\" id=\"h-requesting-the-removal-of-a-negative-review\">Requesting the removal of a negative review<\/h2>\n\n\n\n<p>In the case of a fake or slanderous review on <a href=\"https:\/\/birdeye.com\/blog\/review-management\/\">review platforms<\/a> like <a href=\"https:\/\/birdeye.com\/blog\/google-business-reviews\/\">Google<\/a>, you can request the removal of the review. These websites have fraud detection guidelines, and if your case happens to fall in line with them, there is a chance that the review will be taken down. Hence, you might get some relief in handling negative reviews in tricky situations such as these.<gwmw style=\"display:none;\"><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">How to deal with bad reviews &#8211; If you encounter a situation where the review appears fraudulent, use the review website\u2019s tools to flag the review.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-faqs-about-handling-negative-reviews\">FAQs about handling negative reviews<\/h2>\n\n\n\n<div class=\"schema-faq wp-block-yoast-faq-block\"><div class=\"schema-faq-section\" id=\"faq-question-1674843164516\"><strong class=\"schema-faq-question\">How do you respond to a negative review example?<\/strong> <p class=\"schema-faq-answer\">Here\u2019s an example of responding to a negative review: \u201cThank you for your feedback, [Name]. We\u2019re sorry to hear that you had a bad experience. We apologize that we haven\u2019t met your expectations and strive to provide our customers with the best service possible. Please contact me directly [provide a phone number or email address], so we can take the corrective steps to improve our services.\u201d<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1674843350944\"><strong class=\"schema-faq-question\">How not to respond to negative reviews?<\/strong> <p class=\"schema-faq-answer\">It\u2019s important to remain professional when responding to negative reviews. It\u2019s not beneficial to lash out or ignore the review. Avoid responding while angry, as it can lead to mistakes that could worsen the situation. Don\u2019t post anything personal or offensive, and never respond publicly with a generic, canned response. Always take the time to read the negative review carefully and provide a thoughtful response that addresses their concerns. To avoid any escalation of the issue, take the conversion offline.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1674843377422\"><strong class=\"schema-faq-question\">Is it important to deal with negative reviews from customers?<\/strong> <p class=\"schema-faq-answer\">Yes, it\u2019s important to deal with negative reviews from customers by responding. It shows that you are listening to their feedback and are taking action to address their concerns. Responding promptly and professionally can also help maintain customer loyalty and trust in your business.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1674843398325\"><strong class=\"schema-faq-question\">How do I deal with negative comments on social media?<\/strong> <p class=\"schema-faq-answer\">Responding quickly and professionally to negative comments on social media is important. Show appreciation for their feedback, apologize, and offer to help solve the problem. Do not delete their comments, as it shows transparency and respect.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1674843420619\"><strong class=\"schema-faq-question\">How do I handle negative reviews on Google?<\/strong> <p class=\"schema-faq-answer\">When a negative review is posted on your Google Business Profile, respond quickly and professionally. Appreciate any feedback given, apologize if appropriate, and offer to help if reasonable.<\/p> <\/div> <\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-birdeye-can-help-manage-your-reviews\">Birdeye can help manage your reviews<\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">Comprehensive online reputation management solutions like <\/span><a href=\"https:\/\/birdeye.com\"><span style=\"font-weight: 400;\">Birdeye<\/span><\/a><span style=\"font-weight: 400;\"> have powerful tools to improve your online reputation and customer experience.<\/span> <span style=\"font-weight: 400;\">To try it out now, sign up for a <\/span><a href=\"https:\/\/birdeye.com\/free-demo\/\"><span style=\"font-weight: 400;\">free trial<\/span><\/a><span style=\"font-weight: 400;\">.<\/span> And click on the banner below to get your own copy of the ultimate guide to managing negative reviews.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><a href=\"https:\/\/birdeye.com\/resources\/guides\/the-ultimate-guide-to-managing-negative-reviews\/\"><img decoding=\"async\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/The-ultimate-guide-to-managing-negative-reviews.jpg\" alt=\"\" class=\"wp-image-26264\"\/><\/a><\/figure>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Negative reviews can involve significant risks. Therefore, handling negative reviews requires some sort of strategic approach. Even a simple bad review can damage your online reputation and become viral on social media. Consumers resort to third-party review sites and&nbsp;are not necessarily looking for a perfect 5-star service provider.&nbsp;Customers look for various factors that might include [&hellip;]<\/p>\n","protected":false},"author":92,"featured_media":18483,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[8550,8583],"tags":[],"class_list":["post-18248","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-online-reviews","category-review-management"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.5 (Yoast SEO v26.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Handling negative reviews: 4 important tips I Birdeye<\/title>\n<meta name=\"description\" content=\"Negative reviews must be managed with tact. 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Please contact me directly [provide a phone number or email address], so we can take the corrective steps to improve our services.\u201d\",\"inLanguage\":\"en-US\"},\"inLanguage\":\"en-US\"},{\"@type\":\"Question\",\"@id\":\"https:\/\/birdeye.com\/blog\/handling-negative-reviews\/#faq-question-1674843350944\",\"position\":2,\"url\":\"https:\/\/birdeye.com\/blog\/handling-negative-reviews\/#faq-question-1674843350944\",\"name\":\"How not to respond to negative reviews?\",\"answerCount\":1,\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"It\u2019s important to remain professional when responding to negative reviews. It\u2019s not beneficial to lash out or ignore the review. Avoid responding while angry, as it can lead to mistakes that could worsen the situation. Don\u2019t post anything personal or offensive, and never respond publicly with a generic, canned response. 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