Being in business is not easy. You work hard to satisfy your customers, but sometimes you may receive negative reviews. It can be discouraging, but don’t let it get you down. Keep providing excellent service and focus on the positive feedback you receive.

Brighton reputation management services - tips for dealing with a negative online business reviewGetting online reviews can be a wild ride. The positive ones are a breeze, but the negative ones can keep you up at night. So, what do you do when you get a bad review? Well, the first instinct might be to brush it off, but it’s actually important to address it promptly. Here are five helpful tips for handling negative reviews online.


Respond Quickly

The power of online reviews cannot be underestimated. A staggering 90% of customers base their decision to choose your business on what they read online. This means that addressing any negative comments is of utmost importance.

But here’s the thing, responding to online reviews is not just a matter of courtesy, it’s a strategic move. Just like you would in a face-to-face interaction, you need to show grace and humility, regardless of how angry or harsh the review may be.

Start by expressing gratitude for their willingness to share their thoughts. Show respect and appreciation for their experience, no matter how challenging it may be. Remember, professional businesses embrace feedback as an opportunity for growth and improvement.

So, don’t shy away from engaging with your customers online. Embrace the power of reviews and use them as a stepping stone towards building a stronger, more customer-centric business.

Remember to be gracious and humble, no matter how angry the review’s language is. You should start by thanking them for sharing their thoughts. Always show respect and appreciation for their experience. Remember that professional businesses respond to feedback and value the opportunity to improve. 

Go Offline with Conversations

When faced with a barrage of negative feedback, it may be tempting to respond defensively or dismissively. However, a more effective approach is to engage with the reviewers directly, seeking to understand their perspective and address their concerns.

By requesting their contact information and taking the conversation offline, you create a space for a more personal and meaningful exchange. This allows you to delve deeper into their experience and gain valuable insights that can inform your future actions.

Moreover, by shifting the conversation away from a public forum, you demonstrate a genuine commitment to customer satisfaction and a willingness to go the extra mile. This can have a positive impact on the overall customer journey and enhance your brand’s reputation.

Remember, the goal is not to simply protect your brand’s image, but to genuinely connect with your customers and provide them with the best possible experience. So, embrace the opportunity to learn from their feedback and use it as a catalyst for improvement.

Listen Effectively

When a customer provides negative feedback, it’s not just about hearing them. It’s about truly listening, honing your skills to understand their perspective. Even if you don’t agree with their review, it’s important to hear what they’re saying.

Reviews are like a window into the minds of your customers. They offer valuable feedback on how your business and employees are performing. By listening to the reviewer, you gain insight into their perspective and can respond in a more appropriate manner. Effective listening also allows for a more genuine and sincere response.

So, don’t just brush off negative feedback. Embrace it as an opportunity to learn and grow. Take the time to really listen, understand, and respond. It’s through this process that you can turn a negative interaction into a positive one.

Remain Professional

Maintaining professionalism is crucial in the business world. It can be challenging to consistently exceed expectations, which is why it can sting when someone expresses dissatisfaction with your service. However, it’s important not to take criticism personally but rather view it as an opportunity for growth and improvement.

Remember that every response you give to a negative review reflects on your business for years to come. This realization should help you remain composed and professional, setting aside any emotional reactions. Instead, see the negative feedback as a valuable lesson that can contribute to the ongoing development of your business.

By embracing both positive and negative feedback, your business becomes better equipped for success. It’s essential to view criticism as a stepping stone towards growth and progress. As your business continues to evolve and move forward, your ability to handle feedback with grace and professionalism will reflect your commitment to excellence.

Share Resolutions

It’s crucial to understand that your customers and leads are not just looking for a response to their reviews, they want to see how you handle them. And it goes beyond just providing a response, it’s about offering a resolution and following through with it. You need to let your customers know what steps you’re taking to fix the issue and ensure it never happens again.

This demonstrates your commitment to your work and your business, and it has the power to turn a dissatisfied customer into a loyal one. It’s amazing how a simple act of listening and addressing their concerns can make a world of difference.

So, don’t underestimate the impact of your response. Embrace the opportunity to show your customers that you value their feedback and are dedicated to providing them with the best experience possible. It’s a chance to not only salvage a relationship but to strengthen it. Remember, actions speak louder than words, so let your actions speak volumes.

When you approach a negative review as a chance to grow and learn, it becomes less of a personal attack. Responding promptly and in a professional manner is key, and if necessary, taking the conversation offline can be beneficial. It’s important to truly listen to what the customer is saying and to take steps to resolve the issue. By handling reviews with professionalism, you not only improve your business, but also gain valuable experience in customer service that cannot be replaced.