Patricio Robles says, “Large numbers of consumers turn to online reviews when evaluating products and services, so it’s no surprise that many businesses take them very seriously.

While some employ questionable tactics for dealing with negative reviews, ranging from legal threats and lawsuits to customer insults, there are good ways to make lemonade out of lemons when customers complain about your business online.

Here are the components of an effective response to a negative online review…

An apology

The customer isn’t always right, but even in cases where a customer isn’t owed an unconditional apology, it’s usually not unreasonable to apologize for the fact that they were unsatisfied with their experience.

Of course, if there was a legitimate faux pas, it’s best to say “sorry” than to pretend that nothing happened”.

The anatomy of a good response to a negative online review

Econsultancy

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