Reacting professionally to negative reviews

Article provided by Revdex.com

Negative reviews are common and part of doing business in a world where online sales are on the rise. Knowing how to respond to negative feedback can mean managing a dissatisfied customer and reducing the negative impact of an unfavorable review.

Here are some simple tips that can help businesses stay professional when responding to bad reviews.

Stay calm – Negative reviews can be difficult especially if you own a small business. Getting emotional when responding to a negative review will not only anger the customer further, it may also result in additional negative reviews on multiple platforms. Instead, stay neutral and avoid responding until all the facts have been considered.

Listen to the feedback – Understand what the customer is trying to say by reading and rereading their feedback. Modern customers offer their feedback over the phone, via email, social media, and through private customer review websites such as Revdex.com, TripAdvisor, and Yelp. Use notifications to alert the company when a review has been posted, which can make responding to reviews quick and easy.

Ask questions – Speak to your customers as they will always be willing to offer suggestions, that can help eliminate unnecessary procedures, policies while improving the product or service.

Own up to the review – A company that accepts its faults is more likely to get a better response from a customer while maintaining the customer’s trust and loyalty. Apologize and offer the customer options in the form of compensation.

Being discouraged by negative feedback will only make a business less competitive. Instead, Businesses should learn to understand their customers and work with them to better their product and service offerings. A positive business attitude to negative reviews can help to manage disgruntled customers while maintaining their trust and loyalty.

Revdex is a new online business directory. Consumers can post a review for any business, even if there is not an existing profile. Businesses can create their own profiles and respond to reviews. Revdex tries to provide a positive experience both for consumers and businesses.

Consumers can post negative business reviews and report online shopping scams.