For today’s e-commerce retailers, Apps and SaaS platforms, receiving negative customer reviews are part and parcel of life.
This template will teach you the art of responding to negative reviews.
In an ideal world, all your customers will love you and your products. They will rave about the quality of your service. They will tell all their friends and family how wonderful you are. They will post complimentary feedback on every review site and they will highly recommend you to others.
Sadly, we live in a super transparent society where negative reviews, unfortunately, come with the territory.
Rule number 1 for responding to negative reviews is: Don’t be afraid of them. Negative reviews add a degree of authenticity. A complete set of 5 stars is often seen as “too good to be true” by the suspicious, fickle consumers of today.
Rule number 2 for responding to negative reviews is: See them as opportunities. A negative review is, in fact, a quirky little marketing opportunity, not to be missed!
“Bad reviews give you power as a retailer. They give you an opportunity to use your brand voice, to right your wrongs and to deliver stellar customer service — and to do it publicly, where potential customers can see it.” - Tara Johnson, Tinuiti
So, never ignore a bad review. Always embrace it. How else are your future customers going to know how great you are?
Rule number 3 for responding to negative reviews is: Don’t fight back. I’m not saying you have to kill them with kindness, but don't get defensive. Take a deep breath, grit your teeth, and swallow your pride.
"I learned long ago, never to wrestle with a pig. You get dirty, and besides, the pig likes it." - George Bernard Shaw
Acknowledge the issue and respond in a non-confrontational way. This will allow the world to see how great you are at acknowledging your mistakes, taking ownership of your issues and committing to making yourself better for your future customers.
Negative reviews may break your business, but negative reviews could also make your business - if you respond to them in the right way.
This template gives you a process to follow that will ensure you, or your customer review team, handle each negative review in the right way.
Create a check list template and run individual checklists for each member of your team. You can check tasks off as you work through them, set deadlines, add approvals, assign tasks, and track each team member's progress.