How to Respond to Negative Google Reviews in 5 Easy Steps

Every company dreads negative online reviews, and for good reason. Negative reviews can hurt your future prospects— especially if you’re running a small business that doesn’t already have a lot of name recognition.

And this blog posts answers one important question: How should businesses respond to negative reviews?

Negative reviews may seem like a nuisance, and you may wish you could ignore them until they go away. But the important thing to remember is that responding to negative reviews is essential for maintaining your brand’s reputation.

Follow our step-by-step guide to responding to bad Google Reviews.

1. Reply, and reply quickly.

You can’t just hope those negative reviews will go away, because they won’t. Responding to online reviews provides a way for your customer to re-evaluate their opinion of your business. In fact, about 78% of customers say that seeing management reply to their reviews makes them feel that the company cares for them. Responding quickly allows you to resolve the issue quickly.

2. Thank them for the review.

Your customer wants to be heard and respected. Starting off your reply with a thank you will accomplish this. Besides, this review may present an opportunity for your company to improve.

3. Validate their feelings.

Don’t try to dismiss their complaints or diminish their experience. Let them know they have the right to feel dissatisfied. Saying that you understand and appreciate their feedback lets the customer know that you care.

4. Reiterate your brand promises.

Let them know what your company stands for and works hard to achieve. You may do this by saying what customers can expect from your company, or what they usually receive. It is also a good rule of thumb not to mention your company by name, as this may lead to the negative review coming up in more search results.

5. Invite them to contact you offline.

Provide the customer with contact information, like a phone number, so they can get in touch with you if they have further concerns. This way, the customer will be able to speak with someone from your company who can personally resolve the issue.

Above all, responding to negative Google reviews lets your current and future customers know you care.

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