Why Will You See More Negative Than Positive Reviews

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Negative reviews are inevitable.

Regardless of your business blazon or manufacture, some of your customers volition have a bad experience and write about it online.

Fortunately, negative reviews don't need to define your online reputation.

With the right response, yous can turn a bad review into a positive spin—salvaging your relationship with that customer and showcasing your visitor in a favorable lite to others when they're researching your business.

This step-by-step guide volition prove you the best way to handle negative reviews and respond appropriately.

The Peak Online Reputation Management Companies to Respond to Negative Reviews

Managing reviews is challenging at scale. Using a reputation management company makes this procedure much easier, and they'll help you with other aspects of your online reputation beyond negative reviews.

• WebiMax — All-time for modest businesses that need a hands-on solution
• NetReputation – Best for ultra-responsive client support
• InternetReputation.com – All-time for personal reputation management
• Reputation Defense Network — Best for permanently removing false content
• Podium — All-time for getting reviews automatically
• SEO Image — Best for legal and medical practices
• Gadook — Best for rebranding after reputation attacks
• BirdEye — Best for getting Google and Facebook reviews
• Reputation.com — Best for knowing your competition'south reputation
• Become Fish Digital — Best for improving Yelp reviews
• Netmark.com — All-time for easily-off, fast responses to reputation hits

You can read reviews of each online reputation management company here.

5 Steps to Respond to Negative Reviews

Whether you take a single negative review that needs some attention or you're looking for a scalable way to manage online reviews, these v simple steps volition walk you through the process:

1. Merits Your Business Profiles
2. Monitor Your Reviews
3. Craft the Response
4. Brand Improvements
5. Get More Positive Reviews to Drown Out the Negative Ones

The Easy Parts of Responding to Negative Reviews

Negative reviews are easy to spot. Then if you're looking for a silverish lining here, y'all won't have to dig too deeply to detect comments with negative sentiment. And if you're struggling to find negative reviews, it's obviously a good thing.

Almost business owners think it's hard to explain themselves when replying to negative reviews. But in reality, you tin repair things pretty quickly without having to do a thorough investigation or anything like that.

Finding out exactly what happened or what went incorrect is much less important than empathizing with the customer and offering a resolution. Replying with things like, "we are short-staffed right now" or "nosotros had an internet outage" won't solve annihilation.

The person in charge of responding to online reviews doesn't really need to know the exact details of the event to rectify the state of affairs and reply accordingly.

Keeping rails of all your reviews across multiple platforms can feel like a full-time job. Merely online reputation management services like WebiMax simplify this procedure past putting all your reviews on a single dashboard for easy management. You can even reply directly from that dashboard without needing to switch between multiple review sites.

WebiMax has a wide range of solutions and services that help you respond to negative reviews and amend your entire online reputation. They can handle things similar unclaimed profiles and negative content deletion, and help you become more positive reviews across multiple sites.

The Difficult Parts of Responding to Negative Reviews

Lots of business owners struggle with the mental concept of negative reviews. It hurts when people say bad things about your business, particularly if it's something that you're passionate about.

I know this is easier said than done, only effort not to take things personally.

Taking it personally often leads to impulsive and irrational responses, which is the exact opposite of what will help you in this situation. The last thing y'all desire is to get into an statement with a customer online or write something that you're going to regret.

Learning to have negative reviews in stride definitely comes with practice. But the sooner you lot can chief this mentality, the better it will be for your online reputation.

This will ultimately allow yous to put a positive spin on negative comments. Somewhen, y'all can use negative reviews as a style to build rapport with your customers and brand your business better.

Patience is besides crucial when you're trying to repair a damaged reputation. If your business has more negative reviews than positive ones correct now, this isn't something you lot can repair overnight. But sticking with the plan and finding the right partner in online reputation direction will make this procedure easier.

Pace 1 – Claim Your Business Profiles

You need to make sure you're replying direct from a verified business account on the platform where the review came from. Using your personal account or replying from a contour that hasn't been fully prepare is unprofessional and unadvisable.

This tin can feel like a daunting task if you don't have your profiles set up upwards still. Only rather than trying to claim dozens of concern profiles across multiple platforms at one time, stick with just one or 2 to go started.

Setting upwards your Google Business Profile is the logical first step. Yelp For Business organization should exist another loftier-priority profile to claim.

Focus on the profiles where your current audition is spending the most fourth dimension and leaving the most reviews. Certain types of businesses and industries will need to prioritize some platforms over others. For case, B2B software companies would be better off claiming a G2 contour over a Yelp profile.

If you're struggling with this stride, reach out to WebiMax. As part of their reputation management services, they offer assistance with finding and claiming your business profiles to raise your online presence.

Only after these have been set up tin you consider responding to reviews.

Stride two – Monitor Your Reviews

Now you demand to create a scalable and repeatable procedure for review monitoring. This holds true for both positive and negative reviews alike.

Manually checking your profiles once or twice per 24-hour interval is fine for smaller businesses just starting out. Just it's not a feasible choice if you're getting dozens of reviews on ten platforms every day. That's just non scalable.

Manage All Your Reviews in One Place

The review collection dashboard from WebiMax is one of my favorite features. Yous tin can access this directly from your client portal when you sign upwards for WebiMax's services.

This is a unmarried source of truth for all of your reviews from every review site. So y'all'll encounter reviews from Google, Yelp, Yellowish Pages, and more than, all from ane screen that's easy to monitor—making it super unproblematic to identify whatsoever negative reviews and reply right away.

Step 3 – Craft the Response

Once you've laid the groundwork for review management, it'southward time to write your response.

The primal to this step is personalization. Yous don't want to just copy and paste the same generic response for each review—that'south insincere and will practise more harm than skillful.

You also need to remember that anyone reading your online reviews tin can see your response. And so while you should be replying directly to the initial reviewer, your chat is still public.

Act Quickly

A timely response is crucial when it comes to negative review mitigation. 24 hours is the absolute maximum corporeality of time it should take y'all to respond. Only yous should really be aiming for 12 hours or less.

There are 2 main reasons for this.

First, put yourself into the mind of the customer writing the review—they're obviously upset or unhappy. Replying quickly shows that you intendance and immediately makes the customer experience ameliorate about the situation.

2d, every minute that passes without your response increases the chances that other people volition run across that review online. Negative reviews look much amend to prospective customers when there'south an advisable reply from the business.

Repent

I'm certain you lot've heard the one-time aphorism, "the client is ever right." As a business concern owner, you know that the customer is actually in the wrong more oftentimes than not. But with that said, this isn't the time to point fingers.

Always apologize, even if you lot don't think you did anything wrong.

"I'm sorry" goes a long manner. So consume your pride, say yous're sorry, and enquire for forgiveness. This is the safest way to kickoff every reply.

Take Responsibleness

Nobody wants to read a long explanation for why something went wrong. And then salve yourself the trouble and don't even carp trying to come up up with an excuse.

These excuses ofttimes make your business appear worse.

Unless you're being accused of something that's egregious or personally attacking, it'due south typically in your all-time interest to ain the mistake. Here are two hypothetical responses to showcase this point:

• Example A — "You're right. Our takeout service can use some improvement. Thanks for the aboveboard feedback!"
• Example B — "We're really busy on Sat nights, and so takeout orders are slower."

Instance A is clearly the improve response. Instance B is just an excuse.

Offering a Resolution

Don't lose this customer over ane bad experience. Instead, utilise this every bit an opportunity to build rapport and turn them into ane of your best advocates.

Let'south say you run a dry out cleaning business and ruin a client's shirt. That person turns to Yelp and complains. Offer to supercede the shirt, and give them a credit for future cleaning services.

This is much better than losing that customer birthday, and you'll apace compensate those costs over fourth dimension equally that customer continues using your services.

Move the Conversation Offline

Replying to a review shouldn't trigger a long correspondence concatenation between you and a customer. Accept a dedicated phone number or email address that people tin can reach out to for discussing this farther.

Always ask the customer to reach out, every bit yous don't want them to put their proper name, phone number, or other sensitive information on a public review site.

The case above is from a ane-star review on Google. Every bit you can see from the highlighted portion, the manager left his directly email accost in the response. This is much more appropriate than asking the reviewer for their phone number or contact information on a public aqueduct.

Footstep 4 – Brand Improvements

Some negative reviews are anomalies. Customers are in a bad mood, and there'due south really nothing you can do to delight them.

But other negative reviews tin be a blessing in disguise. If y'all didn't hear these complaints, you wouldn't know nearly problems with your products or services.

Rail Similar Complaints

You should continue track of all your negative reviews. A elementary spreadsheet summarizing complaints should be sufficient.

Group together common complaints like:

• Tiresome service
• Rude staff
• Overcooked food
• Late commitment
• Too noisy

You get the thought. Some of these complaints may be out of your command. Simply virtually of them can be fixed.

Train Your Staff and Update Your Process

It's important to keep your team on the same folio when you're addressing client feedback. Let's say you run a eating house and keep getting bad reviews related to unfriendly wait staff.

Deportment speak much louder than words. Telling a customer that you'll rectify the situation is useless if they receive the aforementioned unfriendly service the next time they come up for dinner.

Reminding your employees to grin, say hello, and say thank yous can go a long way in terms of attitude perception by the customers.

Pace v – Get More Positive Reviews to Drown Out Negative Ones

Once you respond to negative reviews, you should go along taking big-film initiatives to ameliorate your overall online presence.

Generally speaking, lots of positive reviews well-nigh your business concern tin speak volumes compared to 1 or two bad comments. So make sure y'all ask your customers to leave reviews and make this process as easy as possible for them.

In some cases, you tin even offer them an incentive to leave reviews—but make sure you aren't soliciting positive reviews, every bit this is frowned upon.

Remove Negative Reviews

Replying to the negative review quickly and appropriately should be your top priority. But depending on the reviewer's comments, some negative reviews might be eligible for removal.

WebiMax also offers content removal services, which is some other reason why yous should consider partnering with them for reputation management.

For example, certain types of reviews that could exist considered promotional content, conflicts of involvement, or irrelevant content are eligible for removal. Just the guidelines vary from platform to platform, and these review sites don't always actively monitor everything.

Rather than trying to navigate these waters on your own, yous can let WebiMax handle information technology for you. They know exactly what types of reviews qualify for removal on every platform, and they have a proven formula for flagging them and requesting deletion.

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Source: https://www.quicksprout.com/how-to-respond-to-negative-reviews/

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