Negative Review Response Examples

Negative Review Response
Examples – Manage Online

Reviews

Online reviews sites such as Google, Facebook, and Tripadvisor allow customers to share
their experiences with your business and other customers. Consumers rely on these
reviews to discover amazing brands, products, and services. As a result, it is critical for
businesses to learn how to respond to both positive and negative customer reviews.
We understand that responding to negative customer feedback isn’t always enjoyable.
However, there isn’t much choice; research suggests that companies should seize it if there
is an opportunity to respond to negative reviews.
97% of customers who read reviews online also read responses from businesses.
Respond to negative reviews before they drive away potential customers. Replying
immediately improves consumers’ opinions, increasing the likelihood of customers visiting
your business.

How to Respond To Negative Reviews?

It is difficult to respond to negative reviews. Negative reviews can be a blow, and
sometimes they may be downright brutal at times.
While it’s natural to be offended by negative reviews, it’s critical not to lose your
composure or feel compelled to retaliate. In most circumstances, it’s a good idea to take
a break from responding to negative reviews so that your emotions don’t determine how
you respond to a negative review. Instead, maintain a professional demeanor and answer
calmly.
Naturally, how you reply to negative reviews will vary depending on the situation, but
create a basic outline that could serve all purposes. A base template is an excellent starting
point that can lay the groundwork for a fantastic response.
Using an omnichannel online review management software is another little measure
you can take to make it easy for your team to monitor and respond to reviews online.
These make it easy for teams to automate workflows ensuring critical cases are addressed
immediately.

Why Is It Important To Respond To Negative
Reviews?

A company’s online reputation must be managed to boost search rankings and convert
website leads into sales. Responding to both positive and negative online reviews
strengthens your online reputation.
Here are 4 reasons why responding to online reviews is essential:

You are showing customers you care about their experiences.

Responding to a negative review is a great way to show customers that you are concerned
about the fact that they had a negative experience and are taking steps to put things right
to ensure that it doesn’t happen again. Responding to reviews rather than being
indifferent creates trust.

It humanizes your company in the eyes of your customers.

Every person makes mistakes, and sometimes customers forget the humans behind the
businesses. Responding to a negative review shows that there are real people behind your
company. And understanding that will make your consumers feel at ease with you in the
future.

It has a significant impact on your online reputation.

Dealing with negative criticism on review sites and platforms is critical for keeping a
positive business reputation. Don’t only pay attention to Google or Yelp reviews; keep an
eye on how your brand is perceived across the internet if you want to be relevant online;
practice online reputation management, no matter the size of your business.

It helps with your SEO.

Yes, positive reviews on Facebook, Twitter, Yelp, Tripadvisor, or Google My Business will
drive you to the top of the search results. However, having business reviews is not the only
factor contributing to a higher rating. It is also critical to reply to negative Facebook
reviews or other negative comments on any social network. So, the next time you consider
dismissing a negative review, think more carefully.

5 Critical things to keep in mind while responding
to customers negative reviews

Be Calm and Empathetic

It’s natural to get upset after reading a negative online review. However, try not to see it
as a personal insult. It’s just an unhappy consumer who didn’t get what they expected (and
it’s not necessarily your fault). Instead, maintain your calm and try to figure out what’s
going on.

Always Send Personal Responses

First and foremost, it is critical to use their Name. Ensure your customer knows that you’re
not just reusing the same template message but that you’re committed to solving the
problem. Everyone wants to be recognized and heard. This is especially important to those
customers who have had bad experiences.

Address The Customer’s Issue

Don’t avoid the issue that your customer is experiencing. Focus on the main issue that is
in the review. Try not to change the topic because this will irritate the customer even more.
That is something you need to avoid.

Ensure You Apologize and Empathetic

Showing empathy to your dissatisfied clients might go a long way. Instead of running away
from the problem, accept responsibility and apologize for the inconvenience. Even if it isn’t
entirely your fault, it doesn’t blame them. Inform them that you are aware of the problem
they are experiencing and the difficulty caused.

Here are Negative Review Response Examples

Responses for Restaurants

 If a customer was unhappy with the food.
Thank you for your feedback, [Customer Name].
We’re sorry you were unhappy with the quality of [food mentioned] — we aim to offer the
best food possible at all times. We hope you have a better experience next time you visit
us.
Please let us know if there is anything else we can do for you!

 If a customer complains about rude servers.
Thank you for your feedback. [Name of the Customer]
I’m sorry to hear about your experience and that our employees did not provide you with
the quality of service that we aspire for.
Please be assured that we will discuss this feedback with the team to learn from it and do
better in the future.
Thank you for raising our attention to this!

 If a customer complains about the atmosphere
Thank you for your review. [Customer name]
We’re sorry to hear that our atmosphere wasn’t up to par when you visited us.
We attempt to create a fun environment where guests can enjoy their meal with friends
and family in a lively setting without being overwhelmed by the noise or other
disturbances. We apologize if we fell short in this regard.
I hope we can fix it and that this will not stop you from returning to us in the future!

Responses for Clothing Brands

 If the customer faced delivery inconvenience
[Customer name], I’m sorry to hear that you had a bad experience with your purchase. We
are a small team with limited resources. Please let us know if there was any uncertainty
regarding our process or not getting what you expected!
Thank you very much for taking the time to give feedback; it is greatly appreciated.

 If a customer had a bad experience in the store.
Hello, [Customer Name]; thank you for your review. We’re sorry to hear that your
experience with our store was less than ideal.
As a retailer, we want to emphasize that it has never been more crucial to us to ensure we
provide a great shopping experience – which includes friendly customer service! Please do
not hesitate to contact us if there is anything else we can do.

Responses for Negative Online Reviews by Issue

 Customer service
Good day, [Customer Name],
Thank you very much for taking the time to provide us with this feedback. I just wanted to
express how sorry we are for [what happened].

We take pride in providing exceptional customer service at [your company name].
However, we certainly missed the mark in this case.
We’ll contact you personally within the next 24 hours to check-in. We’d like to find out
more about what happened and how we can fix things.
Thank you very much,
<Name>

 If you need more information from the customer
Hi, [Customer Name],
Thank you so much for taking the time to provide us with this feedback.
We make it a point to be known for our excellent customer service, which is why this
incident caught us off guard.
Would you mind contacting me at [business email] with more information regarding the
situation? Any additional light you could throw on what transpired would be very helpful
and will assist me in finding the best solution going ahead.
Thank you so much, and I eagerly await your response!
Thank you very much,
[Name]

3. If a customer doesn’t specifically complain about anything
Hi, [Customer Name].
We want to express our regret for your recent experience. We’re sorry to hear you weren’t
pleased with [product/service].
We take pride in our [product/service] and the high standards we follow. We want to make
things right.
You can expect to be contacted by one of our representatives soon to discuss what
happened and how we can make things right.
Thank you very much,
[Name]

Conclusion

Remember that your online reputation is established by what your customers say and how
you respond to them. This allows you to change how potential buyers see your brand.
If you can turn the customer of negative feedback into a loyal customer, you have a
fantastic form of social proof working to your advantage.