With how much sway king kong advertising reviews and other online reviews have, it’s not surprising that businesses want all their reviews to be as positive as possible.
But negative reviews are the cost of doing business; they’re not a matter of if, but a matter of when. It’s not common, but it does happen. And business owners need to be able to address them properly.
Here are a few good ideas on what to do when dealing with negative reviews.
Be authentic and personal
The last thing people want to get when they post an online review is a canned response. If you or any of your employees respond to a negative review, they should share their real names, explain their position, as well as contact details. Being sincere is the key here; people are more open to discussion if they feel like they’re being acknowledged.
Acknowledge and apologize
Negative online reviews are, like in real life, from people that want to be heard. Before dealing with an issue, it’s important to talk to the customer, empathize with them, and apologize without making it look like you’re blaming them. You want customers to be satisfied with your brand after all.
Tactfully promote your business
As we’ve mentioned before, the key is sincerity. When people post king kong advertising reviews, they want their voices to be heard, and acquiescing to that is important. So when you’re trying to talk about how your business can do better to someone who wrote a negative, you want the discussion to feel like a normal conversation, not an ad. Make the customer feel like they matter, while also promoting your business and flipping the script.