The 4 Step Process You Can Use To Respond to Negative Customer Reviews

No business is perfect, but you can still use customer feedback to improve your product and services.

Negative reviews are a fairly common occurrence in any industry. You might be wondering how to respond to them. Well, don’t worry! We’ve got your back with this 4-step process for handling negative reviews that will help you get the most out of them.

  1. Address The Reviewer Directly – Use Their Name
  2. Address Customer Concerns – Apologize & Sympathize
  3. Take Responsibility – 100% Ownership That We Messed Up
  4. Move The Process Offline – Who Can They Call Or eMail Who Will Help Them Make It Right?

Whatever happens, do your best to ACTUALLY solve that problem.

Remember it’s easier to get an existing customer to do more business with you than it is to get a new customer!

PLUS – when you make it right, you’ll be sure to ask the customer if they can update their review!

More Business + Changing/Updating Their Review – That’s What I Call A Win-Win

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