How Should You Respond to Negative Reviews Without Losing Customers?

Imagine you have developed a product or service that can help millions of people, but how do you know your customers or consumers are satisfied or getting a great experience? It is obviously by taking feedback or hearing 

what they say. Reviews do the same job for you. Smart customers put their reviews on several platforms like Google Reviews, Yelp, Reddit, and some social media platforms where they share their experiences. If you are receiving significant bad reviews, then it                           means your product and services are demanding some improvement on an urgent note, because it can potentially harm the company's reputation. This page consists of information about

 

 

Reasons why customers write negative  reviews

Have you ever wondered why someone would write a bad review about your product and service? If people are writing bad things about your company, you must be conscious of that and try to fix it as soon as possible. Here are some of the most common reasons behind negative reviews written by customers, which you can read and find useful.

• Order Status: Most of the time, customers don't like it when they don't get their product on time or are unaware of their order status.
   
• Product Availability: If your product is great but customers can't get it due to unavailability, then it can affect your customer and your company's relationship, and raise concerns over your company's operations.
   
• Feedback: Most of the negative reviews are basically throwing negative feedback on which you can work hard and improve your company's internal operations. 
   
• Suggestions: Some negative reviews also consist of suggestions that you can implement to improve the user experience. 
   
• Return or replacement concerns: When customers write a negative review, sometimes, it is because of the difficulties they find in placing a return or replacement request. 
   
• Questions: When you read reviews, you would rather not avoid reading questions about product build quality, pre-order, cancellation, and refund, which might potentially tend to attract more collective negative reviews. 
   
• Others: Market competitors, trends, demand and supply, and operations can be other reasons or factors behind why your customers are writing negative comments or feedback.

That's How You Should Respond To Negative Reviews Without Losing Customers

When it is about handling a customer's negative reviews, if you made any mistakes, then you might lose your customers. There are a lot of examples you can find on the internet that result in the bad way. Here's how it should be made, so might consider it.

Don't consider it a personal attack

First of all, you must be calm and not take it personally. It is understandable that negative reviews can hit so hard, but you should not let your personal emotions cloud your judgment. See the frustration behind the words. 

Take a step back before responding to a customer

You must not instantly give a reply in the heat of the moment; let the heat cool and get some perspective on the issue, then prepare a response. 

Understand the customer's perspective

It is important to have a clear understanding of the customer's perspective. Here you can get help by asking yourself-

• Was the customer's expectation unclear?
   
• Did the customer have to face it due to a poor process?
   
• Is there any confusion that led the customer to have a negative experience?

Track and find out the cause

When preparing a response, ensure that you mention the cause and dig into the details, such as order history, delivery status, chat logs of support, talking to the shipping and product team, and more.

Don't react, respond professionally

When you write a reply, do not forget that you are speaking on your brand's behalf, so don't react; respond professionally. Make your customers believe that your brand listens to their queries. 

Do not hide negative feedback

Do not practice to hide the negative feedback; instead, you can use it by converting it into positive engagement. Here, you can publish a thoughtful response that highlights the transparency.  

Ask customers politely to edit their review

When you have successfully resolved the matter and completely satisfied your customer with your service, you can ask them to leave a reply, update, or add to their review. This will portray your brand as a trusted brand that not only listens but also cares for others, and there is nothing wrong with asking for an extra line. 

Share feedback internally

You must take the negative review or feedback as a golden chance to improve your internal operations, your product, logistics, or support teams. Do respond to any such healthy criticism or negative feedback with a commitment that your brand is working on it and will soon improve it.

 

 

Crafting a response to negative reviews

To respond to a negative review, there are a lot of things you must consider. Here are some of the vital keys that you can use to craft the best response and turning a negative review into a positive reputation. 

• Say Thank You. Start with "Thank you for your review." This expresses that you are grateful for your customers who have pointed out something and allowed you to work on it. It also helps customers to become calm.
   
• Apologize for the inconvenience. You should ask for pardon for any inconvenience caused to customers by your products and services. This will allow you to politely handle customers and emotionally connect with them.
   
• Personalize Your Responses. Don't just respond with predefined canned responses. You should craft personalized responses that highlight your customer's issue and address the necessary future actions.
   
• Offer a Solution. After highlighting and understanding the customer's issues, you can prepare a practical solution, such as return, replacement, refund, etc., to proactively resolve the issue.
   
• Present Your Company Ethics. You can highlight your company's ethics and vision, making the customer believe that whatever they experienced is an exception.
   
• Offer a Follow-Up. You can provide them with contact details for your company's customer relations department, where executives will personally handle their concerns. 
   
• Avoid mentioning compensation. You must not mention everything publicly; try to take the matter into a private discussion with the customer, and if it reaches any compensation, then ensure that it is kept private.