You should always respond with professionalism when a client leaves a poor review of your business. Negative business reviews are part and parcel of growth. They should be handled with respect, to prevent any negative publicity that may harm your brand.
Writing a negative review sample isn't always easy, especially if it's your first time responding to one. However, there are several things you can do to ensure that your response is effective and won't backfire.
Acknowledge that the reviewer has had a negative experience. This is the first step in responding to any review. It shows your sincere regret for the reviewer.
Keep your apology short and concise.
Offer a solution offline: If the problem cannot be resolved online, propose a meeting one-on-one with your unhappy client to discuss their situation. This will enable you to pinpoint the main cause of their unhappiness and make improvements.
Personalize your answer: If you are able to, include the reviewer's first name and something that was said by them in the review. This will show them that you actually read the review, and are sincerely interested in finding a way to fix the problem.
Compensate the customer in a positive way for their pain. It can help reduce the number of bad reviews you receive and even make them stay loyal to your brand.
Use key phrases to make sure your review appears in search engine results. This will make your review visible to potential customers searching for services similar to the one you offer.
Include a thanks-you note. It's great to hear someone's positive feedback about your company, product, or service. And sending a personal thank-you card is a nice touch. By including your company’s name, your address and your website on the letter you can emphasize your gratitude.
Follow-up: You should respond to any negative reviews that come in. However, you can also follow up on positive reviews. This will show them that you are paying attention to their comments and are taking their feedback seriously, which can be a great way to reengage the customer and boost your overall brand reputation.
Encourage the reviewer by sharing their story: If at all possible, encourage them to share their experience with others who are considering your business. This can be done through social media, email, or phone calls.
It's okay to have a bit of fun. Humor can prevent your response being interpreted as aggressive or sarcastic. Sarcastic responses can actually be an indication that you are a friendly, fun company that values customer feedback.