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It’s natural to get upset, but when you’ve lost your cool, or if you feel like retaliating, it’s wise to step away from the keyboard.
It also fuels the perception that the negative report by an angry customer was probably accurate.”Identify people in your organization who will be directly involved with responding to bad reviews.
This is actually complicated, because reviews live at the intersection of marketing, operations, social media, and customer service. Whoever steps up as the head of your review response program should understand the guidelines of each review site, be able to transform the collected feedback into valuable insights for your company, and — perhaps most important of all — display the right tact needed to address complaints and represent the brand well.
You can’t let your emotions dictate what you’re going to write in your response to a negative review.
When the feedback is negative, businesses focus more on engaging directly with the customer, showing the willingness to understand and sympathize with their experience, and offering them an easy way to access the business — usually including direct contact information.So thanks for your kind words and we look forward to seeing you again.But more than simply being the polite thing to do, responding to positive reviews is also a great way to support your marketing efforts, build buzz for your business, inspire customer loyalty, and call more attention to the great parts of your customer experience.Sometimes, simply thanking the customer for their feedback and apologizing can go a long way.Take note, too, of the offer to take things offline and discuss the issue privately.By highlighting the upstairs seating, the response not only offers a solution to this diner, but also offers a tip to prospective diners who may be reading this review in the future.The response addressed the reviewer and started with a “thank you.” It was also very specific about the customer’s experience, and it provided information on how the hotel planned to resolve certain issues and maintain its usual standards.Says best-selling author and customer service expert Chip Bell: “In the customer’s mind the clock starts when he or she posts a negative review, and your reputation drops with every hour you delay providing a response.Bad reviews that remain unanswered signal to other customers you are disinterested.At the same time, provide reassurance that you hold yourself to high standards.Avoid cookie-cutter responses that do not resolve or address any specific issues raised in the review.