How to Respond to Negative Reviews

Addressing the Reviewer

Your clients deserve to be heard and directly approached individually. So don’t forget your greetings, and skip the generic “Dear visitor,” or “Dear customer,” if possible. Although a study says about 76% of reviewers prefer Google or Facebook, independent review websites like Britain Reviews are very common. It’s a website that reveals just how relevant British reviews are. Therefore, you don’t want to joke with how you address reviewers on this platform as well. They might jus

Say “Thank You”

Show clients that your company appreciates and supports candid feedback, and always remember saying thank you (even the negative ones) for your answers to reviews.

You might say some things like:

  • “Thank you for reading it. I’m sorry to hear that you’ve had such a frustrating experience. I appreciate you bringing my attention to this issue.”
  • Thank you for drawing our attention to this. We’re sorry for the poor experience you had. We will endeavour to do better. Thank you for letting us knows about this. Thank you.
  • Your input helps us get stronger. We are studying this problem and aim to solve it promptly and accurately.

Sympathize and Apologize

Saying sorry shows that your clients are valuable to you and that you are not too proud to own up to your mistakes. Even if it’s not your fault, and there will be moments when that is real, just say sorry. Besides, individuals don’t like organizations that are too proud to apologize.

Keep your apologies sweet and simple, like this:

  • “We regret that our service did not meet your needs.”
  • “We are so sorry that you did not fit your hopes with your reality. It’s on us.”
  • “We set a high standard for ourselves, and in your engagement with our company, we’re so sorry to hear this was not met.”

Take Responsibility

Make no excuses. Even if what happened was an unusual incident, consider the perspective of the client, an isolated event, an unfortunate occurrence, an off day. At the same time, give reassurance that you are upholding high expectations.

You might say some things:

  • “I apologize so much. Usually, we are known for our excellent attention to detail, and we apologize that we have missed the mark.
  • We still aspire to have a great experience. When we miss the target, we are gutted! Thanks for taking the time to draw our attention to this. The feedback will be used to make us stronger and to ensure that this doesn’t happen again.
  • Thank you for posting a review, and we’re sorry to hear that you didn’t have the quality you wished for your experience. We would like the opportunity to investigate your input further.

Take the Issue Offline

It’s best to speak openly about the issue they had and take the problem offline for you and your client. For this reason, in their review answers, brands can provide their customers with direct contact information.

You might say some things:

  • We would like the opportunity to examine your input further. Could you please contact me via [email address] or call our [phone number] team? We will work with you as soon as possible to fix any problems.
  • We’re sorry your [Company Name] experience didn’t quite fit your expectations. We would love to know why so that next time we can have a better experience. You can contact us at either [email address] or [phone number] at any time. Thank you for your reviews once again!

Ask For a Second Chance

Ask for a second opportunity on negative critics, don’t slam the door; extend a hand. Invite them to come back; welcome them with open arms when they do. This not only provides an incentive for you to shift the conversation; it also builds confidence in your ability to have an experience worth raving about (instead of ranting).

You might say some things:

  • “Thank you for taking our attention to this issue. I’m very sorry that we have not met your needs. I would appreciate another opportunity to earn a profit from your company. Next time you’re at [Company Name], please call me or ask for me.’