{"id":32980,"date":"2021-03-31T15:00:54","date_gmt":"2021-03-31T07:00:54","guid":{"rendered":"https:\/\/easyparcel.com\/blog\/my\/?p=32980"},"modified":"2024-11-15T09:41:59","modified_gmt":"2024-11-15T01:41:59","slug":"great-responses-to-negative-reviews","status":"publish","type":"post","link":"https:\/\/blog.easyparcel.com\/my\/great-responses-to-negative-reviews\/","title":{"rendered":"5 Great Responses To Negative Reviews"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"32980\" class=\"elementor elementor-32980\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-9941f9e elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"9941f9e\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-e6236bc\" data-id=\"e6236bc\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-8d0e613 elementor-widget elementor-widget-text-editor\" data-id=\"8d0e613\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"wpb_text_column wpb_content_element \"><div class=\"wpb_wrapper\"><p>Imagine this: you\u2019ve invested so much into your business. All those meetings, early mornings, and late nights can be instantly destroyed by just one negative review. It doesn\u2019t matter how perfect your business could be, there is definitely something that didn\u2019t hit expectations of different customers out there.<\/p><p>Plus,\u00a0<strong>negative reviews<\/strong>\u00a0have actual consequences:<\/p><ul><li>As low as 13% of customers will consider a business with 1-2 stars<\/li><li>More than 4 negative reviews about a company or product may decrease sales by 70%<\/li><li>Small businesses with a 1\u20131.5 rating on Google generate 33% less revenue than the average business<\/li><\/ul><p>It\u2019s no wonder every business gets so defensive with negative reviews. But wait \u2013 this doesn\u2019t mean it\u2019s all about bad things. In fact, sometimes they\u00a0<strong>add a bit of authenticity to your brand<\/strong>. And a great response toward negative reviews can help to<strong>\u00a0increase your brand reputation<\/strong> too!<\/p><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7bd8e9c elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"7bd8e9c\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ffdd026 elementor-widget elementor-widget-heading\" data-id=\"ffdd026\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">5 Great Responses To Negative Reviews<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9848f68 elementor-widget elementor-widget-text-editor\" data-id=\"9848f68\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"wpb_text_column wpb_content_element \"><div class=\"wpb_wrapper\"><h3>1. Respond Promptly Within 24 Hours\u00a0<\/h3><\/div><\/div><div class=\"wpb_text_column wpb_content_element \"><div class=\"wpb_wrapper\"><p>The most critical step to dealing with a negative review is to\u00a0<strong>respond immediately<\/strong>. In the customer\u2019s mind, the stopwatch starts when he or she posts a negative review for your business, and your reputation drops with every minute you delay in providing a response. If you are able to<strong>\u00a0react to their issue within 24 hours<\/strong>, this makes that reviewer\u00a0<strong>33% more likely to bump up their rating and upgrade their review<\/strong>.<\/p><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9ead68f elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"9ead68f\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-28a5745 elementor-widget elementor-widget-text-editor\" data-id=\"28a5745\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"wpb_text_column wpb_content_element \"><div class=\"wpb_wrapper\"><div class=\"wpb_text_column wpb_content_element \"><div class=\"wpb_wrapper\"><h3>2. Provide a Public Response &amp; Take the Issue Offline<\/h3><\/div><\/div><div class=\"wpb_text_column wpb_content_element \"><div class=\"wpb_wrapper\"><p>It\u2019s always best for you to<strong>\u00a0provide a public respons<\/strong>e and then\u00a0<strong>talk directly about the problem they had offline<\/strong>. This saves any further embarrassment on your side of the issue and prevents interference from outside sources. For this reason, you should provide direct contact information for customers in your review response.<\/p><p>Bear in mind that\u00a0<strong>never ask the customer to remove the review<\/strong>, as this could make the situation worse. Simply ensure the customer feels that his\/her complaint was heard.<\/p><\/div><\/div><div class=\"wpb_text_column wpb_content_element \"><div class=\"wpb_wrapper\"><p>Here\u2019s how you can extend that invitation following your initial apology:<\/p><ul><li>\u201cPlease reach me personally via email at support@yourbrand.com, and our team would be happy to discuss the issue at your earliest convenience.\u201d<\/li><li>Make sure to provide your name, title, and direct contact information (or that of a manager at your business who has the authority).<\/li><\/ul><\/div><\/div><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-674bbe2 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"674bbe2\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-499a703 elementor-widget elementor-widget-text-editor\" data-id=\"499a703\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"wpb_text_column wpb_content_element \"><div class=\"wpb_wrapper\"><div class=\"wpb_text_column wpb_content_element \"><div class=\"wpb_wrapper\"><div class=\"wpb_text_column wpb_content_element \"><div class=\"wpb_wrapper\"><h3>3. Apologise and Sympathy\u00a0<\/h3><\/div><\/div><div class=\"wpb_text_column wpb_content_element \"><div class=\"wpb_wrapper\"><p><strong>Saying sorry<\/strong>\u00a0to make your customers feel that you care about them and that you\u2019re there to give your helping hand whenever they want.<\/p><p>Perhaps it is a late parcel delivery or something that totally not your fault, apologize to your customer anyway. This is a great opportunity to\u00a0<strong>establish and strengthen trust between you and your customers<\/strong>. Besides, people can turn away from businesses that are too proud to apologize.<\/p><\/div><\/div><div class=\"wpb_text_column wpb_content_element \"><div class=\"wpb_wrapper\"><p>The only tip is to keep your apologies short and sweet:<\/p><ul><li>\u201cWe apologize that our service did not up to your standard.\u201d<\/li><li>\u201cWe\u2019re so sorry that your experience did not match your expectations. This is on us.\u201d<\/li><li>\u201cWe set a high standard for ourselves, and we\u2019re so sorry to hear this was not met in your interaction with our business.\u201d<\/li><\/ul><\/div><\/div><\/div><\/div><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cce04f5 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"cce04f5\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b17b5e3 elementor-widget elementor-widget-text-editor\" data-id=\"b17b5e3\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"wpb_text_column wpb_content_element \"><div class=\"wpb_wrapper\"><div class=\"wpb_text_column wpb_content_element \"><div class=\"wpb_wrapper\"><div class=\"wpb_text_column wpb_content_element \"><div class=\"wpb_wrapper\"><div class=\"wpb_text_column wpb_content_element \"><div class=\"wpb_wrapper\"><h3>4. Offer A Solution<\/h3><\/div><\/div><div class=\"wpb_text_column wpb_content_element \"><div class=\"wpb_wrapper\"><p>As a customer, there\u2019s nothing worse than having a negative experience with a company and have them brush it off like it was no big deal. In their eyes, the fault either has cost them time or money.<\/p><p>As such, be willing to go above and beyond and incentivize or compensate the consumer to use your business again. An apology goes far, but a 20% credit on their next service is much more incentive for them to use your business again. If you\u2019re willing and able to go that extra step it could mean the difference between a one-time customer and a lifetime customer.<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c30385f elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"c30385f\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f46481e elementor-widget elementor-widget-text-editor\" data-id=\"f46481e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"wpb_text_column wpb_content_element \"><div class=\"wpb_wrapper\"><div class=\"wpb_text_column wpb_content_element \"><div class=\"wpb_wrapper\"><div class=\"wpb_text_column wpb_content_element \"><div class=\"wpb_wrapper\"><div class=\"wpb_text_column wpb_content_element \"><div class=\"wpb_wrapper\"><div class=\"wpb_text_column wpb_content_element \"><div class=\"wpb_wrapper\"><h3>5. Follow Up &amp; Ask For A 2nd Chance<\/h3><\/div><\/div><div class=\"wpb_text_column wpb_content_element \"><div class=\"wpb_wrapper\"><p>Don\u2019t slam the door on negative reviewers or leave them behind after the case has been settled. Instead, extend a hand to invite them to come back and welcome them with open arms.<\/p><p>Not only does this create an opportunity for you to change the impression; it also establishes confidence in your ability to deliver an experience worth raving about.<\/p><\/div><\/div><div class=\"wpb_text_column wpb_content_element \"><div class=\"wpb_wrapper\"><p>Here\u2019re what you can say:<\/p><ul><li>\u201cThank you for bringing this matter to our attention. We\u2019re very sorry we failed to meet your expectations. I would appreciate another chance to serve you.\u201d<\/li><li>\u201cDoes everything works well for you? We appreciate your understanding and hope to serve you again in the near future.\u201d<\/li><\/ul><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1e9e7cd elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"1e9e7cd\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3595991 elementor-widget elementor-widget-text-editor\" data-id=\"3595991\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Online reviews influence the way customers think about your business. Keep in mind that your brand reputation is shaped not only by what your customers say about the business but also by how you respond to those negative reviews.<\/p><p>Customers\u2019 expectations might out of your control, but you can still actively participate in improving their customer experience and make a positive impact on your brand reputation by responding to negative reviews. Don\u2019t panic when receiving negative reviews, just follow the 5 steps above to win back your customers!<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-04aa5ea elementor-align-center elementor-widget elementor-widget-button\" data-id=\"04aa5ea\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm elementor-animation-grow\" href=\"https:\/\/bit.ly\/31A7ZtI\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">How Negative Reviews Can Be Positive?<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Imagine this: you\u2019ve invested so much into your business. All those meetings, early mornings, and late nights can be instantly destroyed by just one negative review. It doesn\u2019t matter how perfect your business could be, there is definitely something that didn\u2019t hit expectations of different customers out there. Plus,\u00a0negative reviews\u00a0have actual consequences: As low as 13% of customers will consider a business with 1-2 stars More than 4 negative reviews about a company or product may decrease sales by 70% Small businesses with a 1\u20131.5 rating on Google generate 33% less revenue than the average business It\u2019s no wonder every business gets so defensive with negative reviews. But wait \u2013 this doesn\u2019t mean it\u2019s all about bad things. In fact, sometimes they\u00a0add a bit of authenticity to your brand. And a great response toward negative reviews can help to\u00a0increase your brand reputation too! 5 Great Responses To Negative Reviews 1. Respond Promptly Within 24 Hours The most critical step to dealing with a negative review is to\u00a0respond immediately. In the customer\u2019s mind, the stopwatch starts when he or she posts a negative review for your business, and your reputation drops with every minute you delay in providing a response. If you are able to\u00a0react to their issue within 24 hours, this makes that reviewer\u00a033% more likely to bump up their rating and upgrade their review. 2. Provide a Public Response &amp; Take the Issue Offline It\u2019s always best for you to\u00a0provide a public response and then\u00a0talk directly about the problem they had offline. This saves any further embarrassment on your side of the issue and prevents interference from outside sources. For this reason, you should provide direct contact information for customers in your review response. Bear in mind that\u00a0never ask the customer to remove the review, as this could make the situation worse. Simply ensure the customer feels that his\/her complaint was heard. Here\u2019s how you can extend that invitation following your initial apology: \u201cPlease reach me personally via email at support@yourbrand.com, and our team would be happy to discuss the issue at your earliest convenience.\u201d Make sure to provide your name, title, and direct contact information (or that of a manager at your business who has the authority). 3. Apologise and Sympathy Saying sorry\u00a0to make your customers feel that you care about them and that you\u2019re there to give your helping hand whenever they want. Perhaps it is a late parcel delivery or something that totally not your fault, apologize to your customer anyway. This is a great opportunity to\u00a0establish and strengthen trust between you and your customers. Besides, people can turn away from businesses that are too proud to apologize. The only tip is to keep your apologies short and sweet: \u201cWe apologize that our service did not up to your standard.\u201d \u201cWe\u2019re so sorry that your experience did not match your expectations. This is on us.\u201d \u201cWe set a high standard for ourselves, and we\u2019re so sorry to hear this was not met in your interaction with our business.\u201d 4. Offer A Solution As a customer, there\u2019s nothing worse than having a negative experience with a company and have them brush it off like it was no big deal. In their eyes, the fault either has cost them time or money. As such, be willing to go above and beyond and incentivize or compensate the consumer to use your business again. An apology goes far, but a 20% credit on their next service is much more incentive for them to use your business again. If you\u2019re willing and able to go that extra step it could mean the difference between a one-time customer and a lifetime customer. 5. Follow Up &amp; Ask For A 2nd Chance Don\u2019t slam the door on negative reviewers or leave them behind after the case has been settled. Instead, extend a hand to invite them to come back and welcome them with open arms. Not only does this create an opportunity for you to change the impression; it also establishes confidence in your ability to deliver an experience worth raving about. Here\u2019re what you can say: \u201cThank you for bringing this matter to our attention. We\u2019re very sorry we failed to meet your expectations. I would appreciate another chance to serve you.\u201d \u201cDoes everything works well for you? We appreciate your understanding and hope to serve you again in the near future.\u201d Online reviews influence the way customers think about your business. Keep in mind that your brand reputation is shaped not only by what your customers say about the business but also by how you respond to those negative reviews. Customers\u2019 expectations might out of your control, but you can still actively participate in improving their customer experience and make a positive impact on your brand reputation by responding to negative reviews. Don\u2019t panic when receiving negative reviews, just follow the 5 steps above to win back your customers! How Negative Reviews Can Be Positive?<\/p>\n","protected":false},"author":6,"featured_media":60644,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[44],"tags":[],"class_list":["post-32980","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ecommerce-tips-and-trends"],"contentshake_article_id":"","yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>5 Effective Responses to Handle Negative Reviews<\/title>\n<meta name=\"description\" content=\"Learn 5 great strategies to professionally respond to negative reviews and turn them into opportunities to improve your business reputation.\" \/>\n<meta name=\"robots\" content=\"noindex, nofollow\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" 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