REVIEWS – NEGATIVE RESPONSE STRATEGY
NEGATIVE REVIEW RESPONSE
- 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.”
- 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.”
- 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.”
- 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)
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Contact us:
John Vaughan-Chaldy – Phone: 760-494-0294 or john@maxoppmarketing.com