In today’s digital space, consumer opinions via online reviews are pivotal in shaping a business’s reputation. While positive reviews can significantly elevate a brand’s image, negative ones, if not addressed properly, can have detrimental effects. However, a well-handled negative review can become an opportunity to demonstrate professionalism and commitment to customer satisfaction.
Here’s a step-by-step guide on what to do when you receive a negative Google review.
Verifying the Review
When confronted with a negative review, it’s crucial to understand the context and validate the concerns raised. Examine the review objectively to discern whether the issues mentioned are genuine experiences or unfounded claims. Qualifying the review helps in crafting an appropriate and effective response, addressing the reviewer’s concerns adequately.
Remember to approach this objectively not subjectively.
Addressing the Concerns
Once the review is verified, responding promptly and professionally is vital. Acknowledge the concerns raised, apologise for any inconvenience experienced, and assure the reviewer that their feedback is valued.
Offer solutions, if applicable, and invite them to continue the conversation privately, such as via email or a phone call, to resolve the matter amicably.
Managing Unfamiliar Reviewers
At times, a business might receive a negative review from an individual they have no record of transacting with. In such cases, maintaining a courteous and professional tone is crucial. This provides your opportunity to show professionalism towards negative situations.
Often this occurs when a user mistakenly leaves a negative review for the wrong business they intended to do. They’ll accuse your business of having such a bad experience.
This can happen if your business shares similar information, such as the business name, address, or contact details, with other establishments.
Politely mention that there is no record of their interaction with the business and inquire about specific details to understand their concerns better. Offering to resolve any genuine issue reinforces your commitment to customer satisfaction and portrays your business in a positive light.
Example: We recently had a customer claim of substandard service on Google Reviews. We had not performed any work for the reviewer and replied, asking her for her business name or more details of the work that we had performed for her. We also asked her to direct message us, so we could address her concerns. We did not have any record of this customer and believe that it was a non-genuine review. The person had no further contact with us.
Try to enlighten the customer about the services you provide and the services that they mistakenly accused of.
Flagging Inappropriate Reviews
If you suspect that a review is fake, spam, or violates Google’s review policies, report it to Google. While waiting for Google to take action, respond to the review calmly and professionally, stating that you take such concerns seriously but couldn’t find any record of their interaction with your business.
Learning and Improving
Even negative reviews can offer insights and learning opportunities. Use constructive criticism to identify areas for improvement and enhance service quality. Demonstrating a proactive approach to addressing concerns and making necessary adjustments can turn a negative situation into a positive outcome.
Example: If you are a regular user of Airbnb services, it is not uncommon for users to leave less than favourable reviews for some properties. It is always interesting to see how each of these owners deal with the criticism as a negative blame response could mean no further business from users who value these reviews. On the other hand, addressing the concerns, thanking the user and letting future customers know that the issue has been resolved, can encourage confidence in booking that property in the future.
Maintaining Proactive Communication
Encouraging satisfied customers across all platforms to share their positive experiences with a Google Review, fosters a balanced and fair representation of your business online. Regularly monitoring reviews and maintaining open, transparent communication with your clientele, builds a trustworthy and reliable brand image.
Negative Google reviews, while seemingly daunting, can be managed and mitigated effectively with the right approach. By qualifying the review, addressing concerns professionally, managing unfamiliar reviewers tactfully, and leveraging feedback for improvement, businesses can maintain their reputational integrity.
When addressed appropriately, negative reviews can serve as catalysts for positive change and growth, highlighting a brand’s dedication to superior customer service and continuous enhancement.
At a time when a consumer’s voice is powerful, a strategic and graceful approach to handling negative reviews is a business’s armour against reputational challenges.
