REVIEWS – NEGATIVE RESPONSE STRATEGY

NEGATIVE REVIEW RESPONSE

 

  1. Apologize and empathize - Acknowledge their concerns (even if they are unfounded). Show empathy for their bad experience. “We’re sorry to hear we did not meet your expectations.”

 

  1. Do a little marketing. Explain what your customers usually experience. “It’s unusual for this to happen and we regret that we did not handle this as we should have.”

 

  1. Make a gesture. Don’t go into too much detail or ask any questions. Three sentences is a good rule of thumb. Keep it simple, short, kind: “I do hope you will reach out to me directly, I want to hear the whole story. Let’s try to work together to address your frustration. Rest assured, we will also learn from this experience.”

 

  1. Continue the conversation offline. Provide contact information to someone at the business so they can discuss problems in person. “My name is [name] and I am the [Owner / Manager]. If you’d like to discuss this further, please contact me at [phone number/email].”

(Templates for Responding to Negative Reviews by MaxOpp is available online)

Click here to see an overview of our affordable “We do it all for you” services click MaxOpp Services

Contact us:

John Vaughan-Chaldy – Phone: 760-494-0294 or john@maxoppmarketing.com

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