Proper Way to Reply to a Bad Review

Online reviews on sites like Google, Facebook, Yelp, and Tripadvisor give people a manner to share their experiences not simply with businesses just with fellow consumers, as well.

Consumers rely on these reviews in order to detect great products, services, and brands. This makes it extremely important for companies to acquire how to respond to negative reviews, especially in situations where these reviews might damage their brand reputation.

• 94% of consumers say that a bad review has convinced them to avoid a business.
• 53% of customers expect businesses to answer to negative reviews within a week. Simply 63% say that a business has never responded to their review.
• 45% of consumers say they're more likely to visit a business that responds to negative reviews.

The takeaway: answer to negative reviews before they drive your customers away. Practise this and consumer perceptions immediately improve, making information technology more likely that people volition come up and visit your business concern locations.

Every bit for what to do with positive or neutral reviews — yep, they also warrant a response. Think of it as an opportunity to reinforce and spotlight the things customers already love nearly your visitor. (Not to mention, information technology's the polite thing to do.) For tips on what to practice with positive feedback, read our guide on Positive Review Response Examples for Any Brand.

Need assistance navigating the frequently treacherous waters of negative online reviews?

To help you lot respond to reviews better, we looked at 200,000 review responses in the ReviewTrackers database, harnessed our own tongue processing applied science, and combined these responses' best features to come with powerful examples and templates you can use to respond to negative reviews yous may have received.

In add-on to the templates, we scoured the Internet for great existent-life examples of companies that know how to respond to negative reviews.

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How to Respond to Negative Reviews

Responding to negative reviews is difficult. Bad reviews hurt and sometimes they can be downright cruel.

While it's natural to become upset about your negative reviews, it's of import not to lose your absurd or experience similar retaliating. In many cases, it's wise to step abroad from the keyboard, so that your emotions don't dictate what you're going to write in your response to the review. Be sure to go yourself to a calm mental state start, then that yous can respond in a professional manner.

Here's a template that you can utilize to learn how to respond to negative reviews:

Dear [Proper noun OF REVIEWER], thanks for sharing your feedback. We're sorry your experience didn't match your expectations. It was an uncommon instance and we'll do better in the time to come.

Please feel free to reach out to [INSERT CONTACT INFORMATION] with any further comments, concerns, or suggestions yous wish to share. Nosotros would love to make things right if you give us some other chance.

Plain, how you respond to negative reviews will vary from situation to state of affairs, but recall of the above template as an all-purpose ane. It'south a keen starting point that can serve as the foundation for a great response.

Let's break this down further by examining what's oft said when companies respond to negative and positive reviews.

While businesses exercise apologize, it's just a relatively minor part of the response (13%). Why? Considering it can sometimes come across equally unprofessional to be overly apologetic.

Instead, brands focus on their commitment to service, customer feel management , and "next steps" (due east.one thousand., how a consumer can contact them directly).

The template above applies a number of the best practices in responding to negative reviews.

Best Practice 1: Address the Reviewer

Your customers want to be heard individually and addressed personally. And then don't forget your salutations and, if possible, avert the generic "Dearest invitee," or "Dear client."

According to online reviews statistics, 76% of all reviews are either Google reviews or Facebook reviews. This means you can usually get the name of the reviewer and use it as a style to farther personalize your response.

Best Practice 2: Say Thank You

Evidence customers that your company appreciates and values candid unsolicited feedback . Always retrieve to say give thanks you in responses to reviews (even the bad ones).

Here are some variations where saying "thank you" goes a long fashion:

"Thank you for your review. I'm lamentable to hear you had a frustrating experience, merely I really appreciate you bringing this event to my attention."

"Thanks for bringing this to our attending. We're sorry you had a bad experience. We'll strive to do better. "

"Thank you for letting us know nearly this. Your feedback helps us do better. We are looking into this issue and hope to resolve it promptly and accurately."

Best Practice 3: Repent and Sympathize

Saying pitiful shows that yous care about your customers and that you're not also proud to own up to your mistakes.

Even if it'south non your mistake, say deplorable anyway. This is a great opportunity to constitute and strengthen trust between your company or brand and the client. Besides, people often get turned off by brands that are besides perfect or likewise proud to repent.

Just like the rest of the response, keep your apologies curt and sugariness:

"Nosotros apologize that our service did not satisfy your expectations."

"We're so lamentable that your experience did non friction match your expectations. This is on usa."

"Nosotros set a high standard for ourselves, and we're so sorry to hear this was not met in your interaction with our business."

Best Practise 4: Have Responsibility

Don't brand excuses. Even if what happened was an uncommon instance, an isolated case, an unfortunate incident, an off twenty-four hour period — acknowledge the customer's feel. At the same time, provide reassurance that yous concur yourself to high standards.

Some things you tin can say:

"I'm and then sorry. We're normally known for our exceptional attention to particular, and we regret that we missed the marker."

"Nosotros e'er aim to deliver a neat feel, and we are gutted when nosotros don't meet expectations. Thanks for taking the time to bring this to our attending. We will use the feedback to make us better and to ensure this doesn't happen again."

"Thank you lot for posting a review and we're sorry to hear that your feel was not upwards to standards. We would similar the opportunity to talk and investigate your feedback further."

All-time Practise 5: Make Things Correct

When dealing with negative feedback, try to avoid cookie-cutter responses that practise non resolve or accost any specific issues raised in the review.

Include details nearly the customer's experience in your response (when relevant), and communicate whatever changes or improvements you have made or will make as a result of their feedback.

If in that location's zero you tin practise to gear up what happened, hither'south a compelling way to respond to the reviewer, take buying, and promise to make things correct in the futurity:

"I apologize on behalf of everyone at [Company Proper noun]. Delight know that your situation was an exception. As you can see on other reviews, we are known for taking ownership and caring securely nigh our customers. We can't fix the by but you lot have my personal commitment to improve the way our staff serves every customer. Until and so, delight accept my sincerest apologies on behalf of everyone on the team."

Best Practice 6: Take the Issue Offline

It'due south e'er best for yous and your customer to talk directly nigh the problem they had and have the issue 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 data for customers in your review response.

Here are some things you tin say:

"We would like the opportunity to investigate your feedback further. Please could y'all contact me at [Electronic mail Address] or call our team at [Phone Number]? We'll work with yous to resolve any issues as quickly every bit possible."

"We are sorry that your experience at [Visitor Name] didn't quite friction match your expectations. We would love to know why, so that we can deliver a improve feel side by side time. Y'all may accomplish u.s. someday at [Email Address] or [Phone Number]. Again, cheers for your feedback!"

Best Practice 7: Ask for A Second Hazard

Don't slam the door on negative reviewers. Instead, extend a (digital) paw. Invite them to come up back and when they do, welcome them with open artillery.

Not only does this create an opportunity for you to modify the conversation; information technology also establishes confidence in your ability to evangelize an experience worth raving (instead of ranting) about.

Some things you can say:

"Cheers for bringing this thing to our attention. I'm very sorry we failed to come across your expectations. I would appreciate another adventure to earn your business. Please phone call me or enquire for me next time you're at [Visitor Proper name]."

Real-Globe Examples of How to Respond to Negative Reviews

There isn't one perfect way to respond to a negative review. The fact that numerous brands have plant different ways to create bang-up review responses show the opportunities available to winning back unhappy customers. Every bit you read each example, notice that they employ a number of the best practices listed in a higher place.

Responding to a Negative Restaurant Review

Restaurateurs know that delicious nutrient doesn't ever guarantee a 5-star review. Take notes from this heartfelt response to a review that commented on other aspects of the dining feel.

Why it works: In the response, the restaurateur acknowledges that the guest's experience "could've been ameliorate." The response also offers means to deliver a better or more satisfactory experience adjacent time — while keeping the tone polite and professional person. Too, past highlighting the upstairs seating, the response non only offers a solution to this diner, only also offers a tip to prospective diners who may exist reading this review in the future.

Responding to a Negative Hotel Review

When a loyal client expressed her thwarting with her anniversary stay at the Stamford Plaza in Brisbane, executive assistant manager Dale John wrote a pitch-perfect response.

Why it works: The response addressed the reviewer and started with a "thank you." It was also very specific about the customer's experience and provided detailed information on how the hotel planned to resolve sure issues and maintain its standards.

Responding to a Negative Healthcare Review

For healthcare providers, it's a lilliputian bit trickier to arts and crafts responses to negative patient reviews .

With the Wellness Insurance Portability and Accountability Act (HIPAA), which is designed to safeguard patients' wellness information, healthcare marketers must exist able to reply without referring to any specifics almost medical care or the patient's identity, which could be construed as "patient information."

You tin read more hither on how to craft HIPAA-compliant review responses , only here'southward a great example in activeness:

Why it works: The review response addresses specific issues without breaking confidentiality. It as well communicates the provider'due south concrete program to make things correct. ("We recently hired a consultant…")

The response likewise wisely offers to take the conversation offline — demonstrating the provider's 18-carat desire to engage with the patient and solve the problem.

Responding to a Negative Fiscal Services Review

Negative reviews can also hit banks and financial services providers. By replying ASAP, you tin minimize the possibility of other potential clients being swayed past the original reviewer's experience.

Why it works: This review response feels sincere instead of defensive. Sometimes, only thanking the client for their unsolicited feedback and apologizing can go a long style. Take note, once more, of the offer to accept things offline and discuss the issue privately.

Responding to a Negative Review of a Veterinarian Clinic

Here'south another example of how to respond to negative reviews. This time, information technology's from a veterinarian clinic, a business in an industry in which emotions can run high, especially in times of a pet's wellness crisis.

Why it works: Pet owners can be extremely vocal and opinionated. In that location will ever be people who are going to be convinced that their vets are but "in it for the money" and don't really intendance about the welfare of their animals. In response to the negative Facebook review, Wood Grove Veterinary Clinic posted a swish reply that highlighted the company's values while also straight addressing the customer'south feel.

Travel and Hospitality Negative Review Response Example

JetBlue Airways' Twitter business relationship serves as one of the company's main customer service channels. When a customer named Esaí Vélez complained (politely) about his backseat TV non working, JetBlue responded within minutes.

Why information technology works: The swiftness with which JetBlue responded is impressive. While it's a response to a tweet instead of to a review, the curt respond effectively displays sympathy while also offering a solution (or at least a genuine attempt to make amends).

Says best-selling writer and customer service skilful Chip Bong: "In the customer's mind the clock starts when he or she posts a negative review, and your reputation drops with every hour you delay providing a response. Bad reviews that remain unanswered indicate to other customers you lot are disinterested. It also fuels the perception that the negative report by an angry customer was probably accurate."

(More) All-time Practices When Responding to Negative Reviews

With templates and examples in hand, it's time to put your own review response programme into action. Before solidifying your own response methodology, it'southward important to keep three things in mind.

1. Respond in a Timely Manner

According to client reviews information: 53.three% of customers who accept written reviews await a response in vii days or less. That's a curt time frame, especially for decorated executives and teams who have a lot on their plate managing other things to keep the business operating.

With a reputation management software platform like ReviewTrackers, y'all can ready review alerts so you are notified of new reviews as they come up in. Also, you definitely don't want to be manually logging in and out of business review sites — so utilizing a comprehensive review response tool may be useful when handling multiple pieces of feedback.

Recollect: the clock begins ticking once reviews are posted, and customers are waiting to hear back from you.

2. Assign Ownership of the Process

It'due south important to identify people in your organization who will be straight involved with online review management and with responding to bad reviews. This can be tricky considering online reviews live at the intersection of marketing, operations, social media, and customer service: there are plenty of stakeholders at this phase.

Typically speaking, nosotros see that branch or location managers, marketing teams, employees who monitor social reviews, and customer service staff are the people who are put in charge of review responses.

Whoever steps upward every bit the head of your review response program should empathise the guidelines of each review site, transform the collected feedback into valuable insights for your visitor, and — maybe most important of all — display the right tact needed to accost complaints and stand for the brand well.

Read more: Brand Management Skills: How to Exist a Expert Brand Manager

three. Create a Review Response Policy

If your company operates in multiple locations, chances are more than one person will be assigned to reply directly to online reviews.

This makes it crucial to accept an organization-wide policy that guides your company on how to respond to negative reviews also as positive ones.

Your policy should cover things like what language and tone y'all should use, what the timeline is for getting back to customers, with whom the reviews will be shared in your organisation, when do escalations become necessary, what the ideal response rate is, and other items that may impact how your company handles reviews.

How to Respond to Neutral Reviews (3-Star)

As y'all might wait, neutral reviews commonly combine positive comments with negative feedback — which means that you'll take to take what you can from the sections in a higher place and decide review response techniques virtually applicable to your situation.

Oftentimes, however, neutral reviews are brief and lack details. They happen because customers don't feel strongly enough either way to draw their experience in bully detail.

If that is the example, here's an advisable way to reply to neutral reviews:

Love [CUSTOMER Proper name], cheers for your review. We would dear to hear more about your experience, so that we tin can employ your valuable feedback to evangelize an even meliorate experience adjacent time. Please achieve out to [CONTACT Information] with any further comments or suggestions y'all wish to share. Over again, thank yous for taking the time to review our business!

With a template in mind, yous should plough your attention to the details that make a great neutral review response in the eyes of the customer.

Best Practice 1: As Always, Say Cheers

Earlier you lot write out the rest of your neutral review response, offset the right style by showing appreciation for the time the customer took to write the review.

Best Practice 2: Reinforce the Positive

If the 3-star review contains positive feedback, be sure to call attention to it by mentioning it in your response: "We're glad to hear that the quality of our production matched your expectations."

Even if the review includes a critical comment, first your response with an affirmation of the review'due south positive aspects. (Enquiry shows that readers are more than likely to absorb ideas in the kickoff 100 words of a text block.)

Best Practise three: Accost the Negative

If you lot receive a neutral review with negative feedback, acknowledge the specific bug the customer had with their experience. You lot may also issue a short amends and provide a brief explanation of what happened.

Best Exercise 4: Take It Offline for More Details

If you're asking the customer for more details, do so with the intention of taking it offline. That style, you lot can investigate the situation more thoroughly while preventing details of a possible negative experience from becoming public. This is also a great customer feel management tactic.

You can say something to the effect of:

"Your business ways a lot to us, and then if you lot ever have boosted feedback, delight don't hesitate to reach out via [your contact information]."

Examples of How to Respond to Neutral Reviews

Many brands excel at responding to positive and negative reviews, and at that place are a select few that we constitute that proficiently navigated the tightrope of responding to a neutral review.

Have a look below and see why these companies succeeded in their responses.

Responding to a Neutral Review of a Salon

Kréme de la Kréme Nail Lounge is the recipient of numerous positive reviews on Yelp. Angela T., the business owner, takes the time out to give thanks Yelpers who put in these practiced words for her.

When this neutral review came along, Angela responded with:

Why it works: Her review response reinforces the positive ("So glad y'all enjoyed the cupcakes and liked our jewelry…"), while also providing information that'due south useful to the customer who wondered near the price, as well every bit to readers of the review who might be curious why the smash salon's prices are slightly higher than that of her competitors.

The response also gives an thought of the nifty lengths the business organisation goes to in order to provide quality services and products.

Responding to a Neutral Eating house Review

Etta in Chicago received this three-star review on Yelp, and what followed was an ideal response, penned by general manager Adam Scholten:

Why it works: Like the review itself, the response is curt and simple. Adam thanked the customer for his honesty, simply also expressed his eagerness to investigate the matter further and so that the restaurant can deliver a better dining experience next time.

Read more: Restaurant Reputation Direction in v Steps

Responding to a Neutral Retail Review

Some other practiced example of how to handle a mixed or neutral review is from Joseph D., the owner of Flowers for Dreams in Chicago.

Why it works: The review response takes responsibility for an uncommon instance in which the flower organization ordered by the customer kind of differed from the arrangement delivered.

Joseph was quick to apologize, explaining that the product the customer received was not up to the business' usual quality standards. His response concluded with an invitation to privately discuss the affair in more item and an offering to make things correct for the client.

How to Respond to Employee Reviews

Crucial to the success and growth of any organisation is its ability to attract and retain the best talent. That's why information technology's so important for your leadership and Hour teams to encompass — instead of fright — online reviews and public employee feedback posted online.

Responding to negative reviews on Glassdoor and Indeed can help a company meliorate its online reputation, build a strong employer make , and attract more prospective employees in the future.

Information technology's also an essential part of every successful employee retention strategy.

Consider these employer brand stats :

• 83% of candidates are probable to cheque a company'southward employee reviews and ratings when deciding on where to apply for a job.
• 84% of job seekers say that the reputation of a visitor as an employer is very important when making a decision on where to apply for a job.

Companies that reply to employee reviews provide job candidates with an actress measure of reassurance, particularly when they see that yous, as an employer, are active on employee review sites.

By responding to employee reviews, you can back up your employer make monitoring strategy, drive engagement with employees, and support efforts to meliorate the overall employee experience. Here's how to do information technology properly.

Best Practice 1: Answer in a Timely and Organized Manner

The showtime step to responding to reviews posted by employees is developing an organized style to do and then. Timeliness is crucial: whether information technology is once a week or once a month, find a cadency that works for your team's bandwidth.

All-time Exercise 2: Prove Your Appreciation

When responding to employee reviews, make information technology a priority to thank the reviewer, regardless of whether they're singing your praises or highlighting areas for improvement.

Best Practise 3: Answer Professionally and with Actuality

The strongest responses to employee reviews show respect for the reviewer by addressing feedback in a mode that's professional person and authentic.

All-time Practise 4: Take Action

Correct whatever organizational problems discussed in online reviews posted by your employees. By using their reviews to improve the employee experience, you lot tin can build not just a potent employer make only also a happier and more productive workforce.

Best Practice 5: Ask for More than Feedback

Asking for more than details can be tricky when you're dealing with employee reviews — which are bearding on a site like Glassdoor. You'll want to respect that anonymity and encourage the reviewer to give private feedback to your HR team.

For example, an employee may experience comfortable offering negative feedback most their boss while on Glassdoor, but not in person. Direct them to your Hour squad so that you can get more than details about their experience, just make sure they likewise feel comfortable.

Real-World Examples of How to Respond to Employee Reviews

The all-time responses to employee reviews are able to highlight or reinforce the positives, capitalizing on the opportunity to show how strong the employer make is. Check out this example from Genentech:

As y'all can run into in the response, Genentech elaborates on the positive aspects of the review, noting, "Nosotros are delighted to hear that you value the efforts we have put toward creating an environs where everyone at Genentech can thrive."

The response also addresses the negative concerns, just not before showing appreciation for the positive feedback.

Here'southward another instance, which comes from DocuSign:

Why it works: It's a brusk, simple response that shows appreciation for the time the employee took to write the review. DocuSign actually does this for every review posted on their Glassdoor contour, demonstrating that the company cares virtually its employees and their experience working in that location.

The fundamental to responding effectively to negative employee reviews is to acknowledge and try to understand the individual employee experience. Doing so tin can even benefit your organization, resulting in improved employee satisfaction and plentiful wins for your business.

In the example higher up, WillowTree doesn't sweep the rather hard concerns under the rug by ignoring the employee's comments. The response specifically addresses problematic areas brought upwardly and discusses what is being done to remedy them.

Read more:The Complete Guide to Employer Branding

How to Respond to Reviews on Google, Yelp, and Facebook

Learning how to respond to negative reviews and taking part in customer conversations can have a very real and measurable upshot on your business organisation.

Proceed in heed, however, that every unmarried review site will have its ain fix of rules, terms, or guidelines for review responses. Make certain that the person assigned to respond to your reviews is aware of these rules.

How to Respond to Google Reviews

Reviews on Google show up in two places: Google Search and Google Maps.

To respond to Google reviews , y'all must be logged into your Google My Business organization (GMB) business relationship (now called Google Business Profile Manager). From your GMB account, click the Reviews tab.

You can click on the "Respond" button beneath each review to formulate a response. Based on the electric current Google review policy , y'all can as well edit your response if it has a typographical fault or inaccurate information, but attempt to keep those mistakes to a minimum.

Keep in mind that customers are told when a business responds to their online review on Google via email notifications. The business' response is published immediately and the email notification is sent to the client v minutes later. The v-minute delay allows the concern to edit or brand any corrections to their response after initial submission.

Businesses will be notified of any new Google reviews that come in through their GMB notifications. However, information technology's important to annotation that brands with over 100 locations don't receive Google review alerts.

How to Answer to Yelp Reviews

Yous can reply to your Yelp Business reviews through the Yelp for Concern Owners page . Make sure you take already claimed your business page on the site before getting started with responding to reviews.

To meet your Yelp reviews using Yelp for Business organisation Owners, only log in and click the Reviews tab.

Apart from reading each private review, you'll also be able to respond to your Yelp reviews with a public comment or a straight message. Or y'all can simply printing the Thank button to testify your appreciation for customers who took the time to review your business on Yelp.

Y'all can detect these response options under each individual review.

How to Respond to Facebook Reviews

Facebook reviews are activated past default when you lot create a business Page.

Any review, whether or non it includes boosted text feedback, appears like a post in the Reviews or Recommendations department. Yous tin respond to Facebook reviews and Recommendations the same way you can respond to comments on your Facebook Folio or through your Facebook Business organization Manager business relationship.

Should You Respond to Every Single Review?

What is the platonic response rate? Should your business answer to every unmarried review that comes in?

The curt reply is: information technology depends. There are many factors you should have into consideration.

Think About the Review Sites that Matter to You

Not all business review sites will exist highly relevant to your business concern. Agreement which sites are virtually impactful given your industry or business category will assist you lot determine the value of the reviews.

Hoteliers and hospitality executives, for example, should definitely have a plan in place for how to respond to Tripadvisor reviews . Restaurants, meanwhile, should respond to Yelp reviews likewise every bit feedback on other popular restaurant review sites . For local businesses of all types, it makes sense to focus on responding to Google reviews .

Do your homework and become familiar with the virtually popular reviews for your type of business, and make it a priority to respond to those reviews.

Don't Respond for the Sake of Responding

Don't respond if you're merely going to write the same generic "Give thanks yous" message  for, say, two dozen positive reviews. Accept the time to personalize your responses and make them unique.

This also ensures that your responses volition see individual review sites' guidelines. For example, some sites (Booking.com, for case) don't approve of identical responses.

If you're responding to negative reviews, do so to provide residuum and limited your viewpoint in a positive way. Don't respond to arraign customers. Think: how you respond to a negative review says more most your business than the negative review itself.

Accept Your Review Volume into Account

If you take only four or five reviews on your profile, it'south best to respond to every single one of them. Nevertheless, you don't have to aim for the same 100% response charge per unit if you're consistently getting dozens or hundreds of reviews across multiple review sites.

Ratings-only reviews or comments that are five or six words long are not likely to brand a large impact on your online reputation. When deciding which reviews go a response, cull the detailed feedback that lend themselves to informative, expanded responses. Yous tin employ these types of reviews as opportunities to bulldoze customer engagement, likewise every bit highlight the strengths of your business concern.

Final Thoughts

Online reviews influence the fashion customers call up well-nigh your business.

Keep in mind that your reputation is shaped non only by what you say almost the business organization simply also — and probably mostly — past what customers are saying on online review websites.

While this may make you feel similar you lot have little control over how potential customers perceive your brand, y'all can even so actively participate in improving your online reputation. I of the best means to exercise so is past responding to your reviews.

By responding to positive, negative, and neutral reviews and by applying the best practices and examples outlined to a higher place, you can make a positive touch on your brand reputation and even boost financial outcomes.

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Source: https://www.reviewtrackers.com/guides/examples-responding-reviews/

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