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No two customers view a product the same. This fact alone can cause a variety of feedback and responses from consumers. BrightLocal reports 86% of consumers read reviews of local businesses. This audience is too significant to ignore, which proves why companies are investing time into negative review responses

How a business reacts to negative reviews can significantly impact future consumer perceptions of your company’s customer service and brand. Here are some general tips for responding to negative reviews.

  • Accept the concern and apologize
  • Put yourself in the customer’s shoes
  • Avoid online arguments
  • Present contact info for additional support
  • Take steps to solve the situation
  • Reply to reviews with gratitude
  • End with a status update for future customers

Whether your goal is to re-win a customer’s trust or to avoid scaring future customers, navigating online reviews are crucial to a company’s success. Check out the infographic from Housecall Pro below for real review examples and tips for drafting your response.  

7 Tips for Responding to Negative Customer Reviews 1