{"id":17781,"date":"2019-05-29T12:24:15","date_gmt":"2019-05-29T12:24:15","guid":{"rendered":"https:\/\/www.process.st\/templates\/how-to-respond-to-negative-reviews\/"},"modified":"2024-03-15T14:05:10","modified_gmt":"2024-03-15T14:05:10","slug":"how-to-respond-to-negative-reviews","status":"publish","type":"post","link":"https:\/\/www.process.st\/templates\/how-to-respond-to-negative-reviews\/","title":{"rendered":"How to Respond to Negative Reviews"},"content":{"rendered":"\n<section id=\"introduction\">\n <h2>Introduction:<\/h2>\n <div class=\"image-content\">\n  <figure>\n   <a href=\"https:\/\/ps-attachments.s3.amazonaws.com\/79e85215-be45-4071-bb3d-51cecda6902d\/rLvPTBL9naCJ8r52w41O_w.png\" alt=\"Introduction:\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/ps-attachments.s3.amazonaws.com\/79e85215-be45-4071-bb3d-51cecda6902d\/rLvPTBL9naCJ8r52w41O_w.png\"> <\/a><!-- No caption -->\n  <\/figure>\n <\/div>\n <div class=\"text-content\">\n  <p>Positive reviews make a business. Meanwhile, <strong>negative reviews<\/strong> very well may break one. Damage-control is, however, possible if the bad reviews are responded to hastily and professionally, and <strong>aren't allowed to escalate<\/strong>. Therefore, knowing <strong>how to respond to negative reviews<\/strong> is key.<\/p>\n  <p><span>Before choosing a new restaurant to eat at, a new estate agency to work with, or a new SaaS software to incorporate into a business' set of tools, <strong>potential customers search <\/strong>products and <strong>companies online<\/strong>, looking for reviews. After all, aren't reviews the best way to find out the experience others are having? <\/span><\/p>\n  <p><span>With this in mind, it's extremely important to <strong>manage your online reviews<\/strong>&nbsp;- especially negative ones. Research shows that negative reviews <a href=\"https:\/\/www.helpscout.com\/blog\/how-to-respond-to-positive-yelp-reviews\/\" rel=\"nofollow noopener\" target=\"_blank\">drive away 94%<\/a> of customers. Additionally, the online reviews you receive has an undeniably <strong>large impact on<\/strong> your business' <a href=\"https:\/\/www.helpscout.com\/blog\/how-to-respond-to-positive-yelp-reviews\/\" rel=\"nofollow noopener\" target=\"_blank\">online search visibility<\/a>.<\/span><\/p>\n  <p>With this How to Respond to Negative Reviews checklist, it will mean that, as a customer support team member, you're <strong>replying with haste<\/strong> and in a <strong>concise, appropriate manner<\/strong> to <strong>all types of review<\/strong>.&nbsp;<\/p>\n <\/div>\n <div class=\"text-content\">\n <\/div>\n<\/section>\n<section id=\"logging-information\">\n <h2>Logging information:<\/h2>\n <div class=\"text-content\">\n  <p class=\"style-info\">When using Process Street checklists, you can <a href=\"https:\/\/www.process.st\/help\/docs\/task-assignments\/\" rel=\"nofollow noopener\" target=\"_blank\">assign<\/a> certain tasks to people. <br><br>\n   You might want to assign the information logging tasks to a VA if you have one. They can then input the information so you can get started with your reply. If you don't have a VA, then start the process yourself.&nbsp;<\/p>\n <\/div>\n<\/section>\n<section id=\"record-details\">\n <h2>Record details<\/h2>\n <div class=\"text-content\">\n  <p><strong>Record the details of the reviewer<\/strong> using the form fields below.<\/p>\n  <p>Negative reviews can have a positive outcome for businesses. By <strong>logging the details<\/strong> of the reviewers and <strong>why<\/strong> they're making the review, the entire company can learn from the data, and in turn, improve their product or they way they go about certain business processes.<\/p>\n <\/div>\n <div class=\"text-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Reviewer's name (or username) <\/label> <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n <\/div>\n <div class=\"text-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Platform review published on <\/label> <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n <\/div>\n <div class=\"text-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Reviewer's location <\/label> <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n <\/div>\n <div class=\"date-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Time and date <\/label>\n   <div class=\"date-container\">\n    <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-calendar btn-icon\"><\/i> Date will be set here <\/button>\n   <\/div>\n  <\/div>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Pasted review <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"classify-the-review\">\n <h2>Classify the review<\/h2>\n <div class=\"text-content\">\n  <p><strong>Classify <\/strong>what <strong>type of review <\/strong>the review is&nbsp;using the dropdown below.<\/p>\n  <h5><br>\n   Types of review<\/h5>\n  <p>A <strong>competitor review, a real review, and a spam review<\/strong> all have distinct identities.&nbsp;<\/p>\n  <p>A <strong>competitor review<\/strong> will usually be unrelenting, and try and force readers of the review to try and switch to their option: it's quite <strong>transparent<\/strong>.<\/p>\n  <p>A <strong>real review<\/strong>, although negative, won't try and force the reader's hand into trying other software - they'll say what they don't like and why <strong>without the excessive hyperbole<\/strong>.<\/p>\n  <p><strong>Spam<\/strong> can often contain vague language which doesn't quite fit with the company or product, nonsensical phrases, and sometimes, there will be no language at all.<\/p>\n <\/div>\n <div class=\"text-content\">\n  <h5>Spam review example<\/h5>\n <\/div>\n <div class=\"image-content\">\n  <figure>\n   <a href=\"https:\/\/ps-attachments.s3.amazonaws.com\/dfed1126-70ac-4cc0-8db9-0cf81398d676\/jGhNw_ti8WiVYyTs6vhETg.png\" alt=\"Classify the review\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/ps-attachments.s3.amazonaws.com\/dfed1126-70ac-4cc0-8db9-0cf81398d676\/jGhNw_ti8WiVYyTs6vhETg.png\"> <\/a><!-- No caption -->\n  <\/figure>\n <\/div>\n <div class=\"text-content\">\n  <p style=\"text-align: center;\">(<a href=\"https:\/\/www.lyfemarketing.com\/blog\/get-reviews\/\" rel=\"nofollow noopener\" target=\"_blank\">Source<\/a>)<\/p>\n <\/div>\n <div class=\"select-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Review type <\/label> <select disabled class=\"form-control\"> <option value=\"An option will be selected here\">An option will be selected here<\/option> <\/select>\n  <\/div>\n  <ul class=\"items\">\n   <li class=\"item\">\n    <div class=\"step-number-container\">\n     <div class=\"step-number\">\n      1\n     <\/div>\n    <\/div>\n    <div class=\"step-checkbox-container\">\n     <div class=\"step-checkbox\"><\/div>\n    <\/div>\n    <div class=\"item-name-static\">\n     Real review\n    <\/div><\/li>\n   <li class=\"item\">\n    <div class=\"step-number-container\">\n     <div class=\"step-number\">\n      2\n     <\/div>\n    <\/div>\n    <div class=\"step-checkbox-container\">\n     <div class=\"step-checkbox\"><\/div>\n    <\/div>\n    <div class=\"item-name-static\">\n     Competitor review\n    <\/div><\/li>\n   <li class=\"item\">\n    <div class=\"step-number-container\">\n     <div class=\"step-number\">\n      3\n     <\/div>\n    <\/div>\n    <div class=\"step-checkbox-container\">\n     <div class=\"step-checkbox\"><\/div>\n    <\/div>\n    <div class=\"item-name-static\">\n     Spam\n    <\/div><\/li>\n  <\/ul>\n <\/div>\n<\/section>\n<section id=\"crafting-an-answer\">\n <h2>Crafting an answer:<\/h2>\n<\/section>\n<section id=\"begin-process-of-replying\">\n <h2>Begin process of replying<\/h2>\n <div class=\"text-content\">\n  <p>Ensure <strong>correct name<\/strong> has been <strong>put into the \"Reviewer's name (or username)\" field<\/strong> in step 3.<\/p>\n  <p>Using a customer's name (or username) will make them feel like <strong>they're being listened to<\/strong>, which is <strong>essential for customer retention<\/strong>. For more on customer retention, <a href=\"https:\/\/www.process.st\/customer-success-guide\/\" rel=\"nofollow noopener\" target=\"_blank\">we've written a customer success guide eBook<\/a>.<\/p>\n  <p class=\"style-info\">A nifty feature of Process Street is that, by using <strong>variables,&nbsp;<\/strong>you can redirect information from one task to another. Here, we're redirecting the reviewer's name or username straight to step 11, where your collated reply will be.<\/p>\n <\/div>\n<\/section>\n<section id=\"thank-them-for-sending-a-review\">\n <h2>Thank them for sending a review<\/h2>\n <div class=\"text-content\">\n  <p><strong>Write<\/strong> <strong>a line thanking them<\/strong> for their response.<br><br>\n   This task is a simple one. <strong>Thanking the reviewer<\/strong> for their review will help to establish dialogue for change.<\/p>\n  <p>Ensure the <strong>tone<\/strong> you're deploying<strong> is the right one<\/strong>. You don't want to be over the top in your reply, though neither do you want to say 'thanks'.<br><br>\n   Here are <strong>some variations to try<\/strong>:<br>\n   \"Thank you for taking the time to write this review.\"&nbsp;<br>\n   \"Thanks for your honest review.\"<br>\n   \"We appreciate the time you've taken to write this review.\"<\/p>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Short thanks text <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n <div class=\"text-content\">\n  <hr>\n  <p>{{form.Pasted_review_2}}<\/p>\n <\/div>\n<\/section>\n<section id=\"write-appropriate-apology\">\n <h2>Write appropriate apology<\/h2>\n <div class=\"text-content\">\n  <p>Write an <strong>appropriate <\/strong>apology to the reviewer.<\/p>\n  <p>Writing <strong>an apology is often necessary<\/strong>, but it can also be a <strong>tough line to tow<\/strong>.<\/p>\n  <p>As a customer service team member, it's your duty to <strong>ensure good relations<\/strong> with your customer base. When replying to reviews, you&nbsp;<strong>don't want to be overly apologetic<\/strong>, otherwise you're assuming blame for a problem your company or product may or may not have even caused in the first place. Therefore, this next step <strong>depends on the review's issue(s)<\/strong>.&nbsp;<\/p>\n  <p>An apology should be made if the user has had a bad experience with buggy software or improper customer service, for example.<\/p>\n  <p>However, if the reviewer couldn't work out how to use the product themselves then left an angry review, using a line like \"We're sorry you had a negative experience. Would you like to book a call with one of our team members to help guide you through the software?\" is a <strong>better option<\/strong>.<\/p>\n <\/div>\n <div class=\"text-content\">\n  <h5>Appropriate apology example&nbsp;<\/h5>\n <\/div>\n <div class=\"image-content\">\n  <figure>\n   <a href=\"https:\/\/ps-attachments.s3.amazonaws.com\/42835361-27d1-4f9b-a23b-3fb2c18d876f\/r7ZVL6-Qr2KkteWOyb9A0w.jpg\" alt=\"Write appropriate apology\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/ps-attachments.s3.amazonaws.com\/42835361-27d1-4f9b-a23b-3fb2c18d876f\/r7ZVL6-Qr2KkteWOyb9A0w.jpg\"> <\/a><!-- No caption -->\n  <\/figure>\n <\/div>\n <div class=\"text-content\">\n  <p style=\"text-align: center;\">(<a href=\"https:\/\/www.lyfemarketing.com\/blog\/get-reviews\/\" rel=\"nofollow noopener\" target=\"_blank\">Source<\/a>)<\/p>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Appropriate apology text <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n <div class=\"text-content\">\n  <hr>\n  <p>{{form.Pasted_review_2}}<\/p>\n <\/div>\n<\/section>\n<section id=\"offer-solution\">\n <h2>Offer solution<\/h2>\n <div class=\"text-content\">\n  <p><strong>Offer<\/strong> the reviewer <strong>a solution to <\/strong>their <strong>problem<\/strong>.<br><br>\n   Negative reviews are written by users who have had <strong>a particularly bad experience,&nbsp;<\/strong>but it&nbsp;doesn't mean the experience has to remain a bad one. A customer support team member can always <strong>turn the atmosphere around<\/strong>.<\/p>\n  <p>By offering customers and ex-customers a solution for the issues they've had, it will give them the chance to see your company cares about their user base. This will help to immobilize churn.&nbsp;<\/p>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Offer a solution to issue <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n <div class=\"text-content\">\n  <hr>\n  <p>{{form.Pasted_review_2}}<\/p>\n <\/div>\n<\/section>\n<section id=\"follow-up-with-cta-question\">\n <h2>Follow up with CTA question<\/h2>\n <div class=\"text-content\">\n  <p><strong>Follow up with CTA question.<\/strong><br><br>\n   It's important to follow up with a call to action question; it's a way for you to <strong>reach out and retain the customer<\/strong>.<\/p>\n  <p>For instance, \"My email address is &lt;email&gt;. Here we can discuss matters further. Would this be an option you're interested in?\" could be used as a way to help <strong>both customer engagement and retention<\/strong>.<\/p>\n  <p>It shows the customer support team care about the user base.<\/p>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Follow up CTA question <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n <div class=\"text-content\">\n  <hr>\n  <p>{{form.Pasted_review_2}}<\/p>\n <\/div>\n<\/section>\n<section id=\"review-collated-reply-and-edit\">\n <h2>Review collated reply and edit<\/h2>\n <div class=\"text-content\">\n  <p><strong>Read through the collated reply<\/strong>. If it doesn't work, <strong>edit it<\/strong> in the text box below.<\/p>\n  <p>Now it's time to&nbsp;<strong>review the collated response<\/strong>, with thanks to the information-pulling magic of variables.<\/p>\n  <p>If the sentences don't follow on from each other, try and make them flow by adding a short sentence in between. <strong>Use the box below<\/strong> for redrafting collated response into a fully-fledged, publishable reply.<\/p>\n <\/div>\n <div class=\"text-content\">\n  <p>Hello {{form.Reviewer's_name_(or_username)}},<br>\n   {{form.Short_thanks_text}}<br>\n   {{form.Appropriate_apology_text}}<br>\n   {{form.Offer_a_solution_to_issue}}<br>\n   {{form.Follow_up_CTA_question}}<\/p>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Redrafting box <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"prepublish-checks\">\n <h2>Pre-publish checks:<\/h2>\n<\/section>\n<section id=\"ensure-appropriate-tone\">\n <h2>Ensure appropriate tone<\/h2>\n <div class=\"text-content\">\n  <p>Reread the reply and <strong>ensure appropriate tone<\/strong> throughout.<br><br>\n   Using the right tone is crucial. Customers who have written a negative review want to <strong>be taken seriously. <\/strong>This isn't the time to use emojis or slang; instead, deploy a direct, helpful tone.<\/p>\n <\/div>\n <div class=\"text-content\">\n  <h5>Review response<\/h5>\n <\/div>\n <div class=\"image-content\">\n  <figure>\n   <a href=\"https:\/\/ps-attachments.s3.amazonaws.com\/5cfb311f-908f-492e-b39a-95dde37e6f5c\/p6tWO1fZn_MAk0DB7a1Kfg.png\" alt=\"Ensure appropriate tone\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/ps-attachments.s3.amazonaws.com\/5cfb311f-908f-492e-b39a-95dde37e6f5c\/p6tWO1fZn_MAk0DB7a1Kfg.png\"> <\/a><!-- No caption -->\n  <\/figure>\n <\/div>\n <div class=\"text-content\">\n  <p style=\"text-align: center;\">(<a href=\"https:\/\/www.glassdoor.com\/employers\/blog\/5-ceo-responses-glassdoor-worth-reading\/\" rel=\"nofollow noopener\" target=\"_blank\">Source<\/a>)<\/p>\n <\/div>\n<\/section>\n<section id=\"check-length-of-reply\">\n <h2>Check length of reply<\/h2>\n <div class=\"text-content\">\n  <p><strong>Check the reply's length.<\/strong><br><br>\n   Make sure the length of your reply is a good fit; <strong>if the reviewer wrote a long<\/strong>, detailed <strong>response, <\/strong>they most likely <strong>won't appreciate a two-sentence reply<\/strong>. They want to be listened to and heard - give them this impression with the length of your own response.<\/p>\n <\/div>\n<\/section>\n<section id=\"analyze-through-grammarly\">\n <h2>Analyze through Grammarly<\/h2>\n <div class=\"text-content\">\n  <p>Have <strong>Grammarly<\/strong> installed, then <strong>analyze the text through Grammarly.<\/strong><br><br><a href=\"https:\/\/app.grammarly.com\/\" rel=\"nofollow noopener\" target=\"_blank\">Grammarly is a wonderful (free!) grammar checker<\/a>. Considering we all make typos and other mistakes, having Grammarly installed either as a web extension or on your computer will <strong>help you to create a professional, strong review reply<\/strong>.&nbsp;<\/p>\n <\/div>\n<\/section>\n<section id=\"proofread-it-yourself\">\n <h2>Proofread it yourself<\/h2>\n <div class=\"text-content\">\n  <p><strong>Proofread the reply yourself.<\/strong><br><br>\n   Although Grammarly is certainly a fantastic piece of software, <strong>it doesn't pick up every mistake<\/strong>. For example, it sometimes registers <strong>the wrong word as a correct word<\/strong>. Look for any small errors the software didn't pick up on.<\/p>\n <\/div>\n <div class=\"text-content\">\n  <h5>Grammarly mistake example<\/h5>\n <\/div>\n <div class=\"image-content\">\n  <figure>\n   <a href=\"https:\/\/ps-attachments.s3.amazonaws.com\/931eb3a8-e60f-45fa-877b-48dc77dbeb5c\/oCunvVNvaSPkvoqotu9KZw.png\" alt=\"Proofread it yourself\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/ps-attachments.s3.amazonaws.com\/931eb3a8-e60f-45fa-877b-48dc77dbeb5c\/oCunvVNvaSPkvoqotu9KZw.png\"> <\/a><!-- No caption -->\n  <\/figure>\n <\/div>\n<\/section>\n<section id=\"record-final-reply\">\n <h2>Record final reply<\/h2>\n <div class=\"text-content\">\n  <p><strong>Use the text field below to record<\/strong>&nbsp;your&nbsp;<strong>final reply<\/strong> below.<\/p>\n  <p>After crafting and editing your review response, paste the final version in the text field underneath this text. <strong>Recording<\/strong> the message <strong>will help you<\/strong> to <strong>reference back<\/strong> to what you replied with.<\/p>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Record final reply <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n <div class=\"text-content\">\n  <p class=\"style-info\">A <strong>stop task<\/strong>&nbsp;can be added here, so until the final reply has been recorded and pasted, it's not possible to move on with the rest of the checklist.<\/p>\n <\/div>\n<\/section>\n<section id=\"going-live\">\n <h2>Going live:<\/h2>\n<\/section>\n<section id=\"get-approval-for-reply\">\n <h2>Get approval for reply<\/h2>\n <div class=\"text-content\">\n  <p><strong>Get approval for your written reply.<\/strong><br><br>\n   Your reply is nearly ready to go.<\/p>\n  <p>If necessary, <strong>have your line manager check your reply<\/strong> before hitting the send button.<\/p>\n  <p>If your line manager is focusing on other work, then <strong>a peer review is just as good<\/strong>. <a href=\"https:\/\/www.process.st\/peer-editing-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">For a 23-point peer editing checklist, this guide has you covered.<\/a><\/p>\n <\/div>\n <div class=\"text-content\">\n  <p class=\"style-info\"><strong>Assign<\/strong> your line manager or colleague to review the reply with the 'assign' button at the top. Then, add a due date so the task is completed within a certain timeframe.<br><br>\n   Look at the example below to see how we've assigned the task with a due date. <a href=\"https:\/\/www.process.st\/help\/\" rel=\"nofollow noopener\" target=\"_blank\">Read our Help page for more information on assigning tasks.<\/a><\/p>\n <\/div>\n <div class=\"text-content\">\n  <h5>Assigning example<\/h5>\n <\/div>\n <div class=\"image-content\">\n  <figure>\n   <a href=\"https:\/\/ps-attachments.s3.amazonaws.com\/a03cf436-d071-4521-ac95-de21b3ed55b5\/ktCFT-izalHX9XVVVddFNw.png\" alt=\"Get approval for reply\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/ps-attachments.s3.amazonaws.com\/a03cf436-d071-4521-ac95-de21b3ed55b5\/ktCFT-izalHX9XVVVddFNw.png\"> <\/a><!-- No caption -->\n  <\/figure>\n <\/div>\n<\/section>\n<section id=\"log-in-to-the-correct-account\">\n <h2>Log in to the correct account<\/h2>\n <div class=\"text-content\">\n  <p><strong>Log in<\/strong> to the <strong>correct account<\/strong>.<br><br>\n   Before publishing your reply, double-check you're <strong>replying from the right account<\/strong>. This could mean from a specific employee's account, or the company-wide account.<\/p>\n <\/div>\n <div class=\"text-content\">\n  <p class=\"style-warning\">If your team employees VAs, this step and the following step can be <strong>assigned<\/strong> to a VA so the final reply can be published.&nbsp;<br><br>\n   If there aren't any VAs on the team, continue with the process yourself.<\/p>\n <\/div>\n<\/section>\n<section id=\"publish-reply\">\n <h2>Publish reply<\/h2>\n <div class=\"text-content\">\n  <p><strong>Send the reply to the reviewer.<\/strong><br><br>\n   It's now time for what you've written to go live. Publish the <strong>reply<\/strong> <strong>on the platform<\/strong> where the original review came from.<\/p>\n  <p>Congratulations! You've successfully responded to the negative review.&nbsp;<\/p>\n  <p>Each time you need to reply to a negative review, <strong>run<\/strong> <strong>this<\/strong> How to Respond to Negative Reviews checklist to <strong>log information<\/strong>, <strong>craft a reply<\/strong>, and <strong>publish it online<\/strong>.&nbsp;<\/p>\n <\/div>\n<\/section>\n<section id=\"sources\">\n <h2>Sources:<\/h2>\n <div class=\"text-content\">\n  <ul>\n   <li><a href=\"https:\/\/twitter.com\/mistamor?lang=en\" rel=\"nofollow noopener\" target=\"_blank\">Mor Assouline -<\/a>&nbsp;<a href=\"https:\/\/blog.hubspot.com\/service\/respond-to-google-reviews\" rel=\"nofollow noopener\" target=\"_blank\">The Ultimate Guide to Responding to Positive and Negative Google Reviews<\/a>&nbsp;<\/li>\n   <li><a href=\"https:\/\/twitter.com\/ryanersk?lang=en\" rel=\"nofollow noopener\" target=\"_blank\">Ryan Erskine -&nbsp;<\/a><a href=\"https:\/\/www.forbes.com\/sites\/ryanerskine\/2018\/12\/31\/how-to-respond-to-negative-reviews-including-examples\/#55483f697534\" rel=\"nofollow noopener\" target=\"_blank\">How to Respond to Negative Negative Reviews (Including Examples)<\/a><\/li>\n   <li><a href=\"https:\/\/twitter.com\/cpc_tara?lang=en\" rel=\"nofollow noopener\" target=\"_blank\">Tara Johnson -&nbsp;<\/a><a href=\"https:\/\/www.cpcstrategy.com\/blog\/2018\/06\/7-of-the-best-ways-to-respond-to-negative-reviews\/\" rel=\"nofollow noopener\" target=\"_blank\">7 of the Best Ways to Respond to Negative Reviews<\/a><\/li>\n   <li><a href=\"https:\/\/twitter.com\/davidmoth?lang=en\" rel=\"nofollow noopener\" target=\"_blank\">David Moth -&nbsp;<\/a><a href=\"https:\/\/econsultancy.com\/the-ultimate-customer-experience-infographic\/\" rel=\"nofollow noopener\" target=\"_blank\">The ultimate customer experience: infographic<\/a><\/li>\n   <li><a href=\"https:\/\/twitter.com\/elenve?lang=en\" rel=\"nofollow noopener\" target=\"_blank\">Elen Veenpere -&nbsp;<\/a><a href=\"https:\/\/www.groovehq.com\/support\/customer-service-email-templates\" rel=\"nofollow noopener\" target=\"_blank\">5 Customer Service Email Templates for Tough Situations<\/a><\/li>\n   <li><span><a href=\"https:\/\/twitter.com\/wellington_liz\" rel=\"nofollow noopener\" target=\"_blank\">Elisabeth Wellington -<\/a> <a href=\"https:\/\/www.helpscout.com\/blog\/how-to-respond-to-positive-yelp-reviews\/\" rel=\"nofollow noopener\" target=\"_blank\">How (and Why) You Should Respond to Positive Online Reviews<\/a><\/span><span><br><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.linkedin.com\/in\/liezen-van-loh\" rel=\"nofollow noopener\" target=\"_blank\">Leizen Van Loh -&nbsp;<\/a><a href=\"https:\/\/gatherup.com\/blog\/review-responses-win-big-with-every-review-reply\/\" rel=\"nofollow noopener\" target=\"_blank\">Guide: Responding to Negative and Positive Reviews<\/a><\/span><\/li>\n   <li><a href=\"https:\/\/www.reviewtrackers.com\/online-reviews-survey\/\" rel=\"nofollow noopener\" target=\"_blank\">Review Trackers -&nbsp;<\/a><a href=\"https:\/\/www.reviewtrackers.com\/online-reviews-survey\/\" rel=\"nofollow noopener\" target=\"_blank\">Google is Dominating the Review Market<\/a><\/li>\n  <\/ul>\n <\/div>\n<\/section>\n<section id=\"related-checklists\">\n <h2>Related Checklists:<\/h2>\n <div class=\"text-content\">\n  <ul>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/sales-competitive-analysis-checklist\/\" rel=\"nofollow\">Sales Competitive Analysis Checklist<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/company-research-checklist\/\" rel=\"nofollow\">Company Research Checklist<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/sales-presentation-template\/\" rel=\"nofollow\">Sales Presentation Template<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/monthly-sales-report\/\" rel=\"nofollow\">Monthly Sales Report<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/sales-forecasting-checklist\/\" rel=\"nofollow\">Sales Forecasting Checklist<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/sales-to-service-handoff-process\/\" rel=\"nofollow\">Sales to Service Handoff Process<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/upselling-process-for-saas-companies\/\" rel=\"nofollow\">Upselling Process for SaaS Companies<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/churn-prevention-checklist\/\" rel=\"nofollow\">Churn Prevention Checklist<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/it-support-process\/\" rel=\"nofollow\">IT Support Process<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/customer-support-process-checklist\" rel=\"nofollow\">Customer Support Process<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/helpdesk-management\/\" rel=\"nofollow\">Helpdesk Management Process<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/it-service-call-process\/\" rel=\"nofollow\">IT Service Call Process<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/customer-feedback-survey-process\/\" rel=\"nofollow\">Customer Feedback Survey Process<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/call-center-employee-onboarding-checklist\/\" rel=\"nofollow\">Call Center Employee Onboarding Process<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/employee-onboarding-checklist\/\" rel=\"nofollow\">General Employee Onboarding Process<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/performance-management\/\" rel=\"nofollow\">Performance Management Process<\/a><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/daily-customer-service-duties\/\" rel=\"nofollow noopener\" target=\"_blank\"><span>Daily Customer Service Duties<\/span><\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/customer-service-performance-review\/\" rel=\"nofollow noopener\" target=\"_blank\"><span>Customer Service Performance Review<\/span><\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/employee-performance-review-2\/\" rel=\"nofollow noopener\" target=\"_blank\"><span>Employee Performance Review<\/span><\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/customer-service-training\/\" rel=\"nofollow noopener\" target=\"_blank\"><span>Customer Service Training<\/span><\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/records-management-training\/\" rel=\"nofollow noopener\" target=\"_blank\"><span>Records Management Training<\/span><\/a><\/span><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/customer-journey-map-template\/\/\" rel=\"nofollow noopener\" target=\"_blank\">Customer Journey Map Template<\/a><span><span><\/span><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/reduce-churn\/\" rel=\"nofollow noopener\" target=\"_blank\"><span>Reduce Churn<\/span><\/a><\/span><\/li>\n  <\/ul>\n <\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>Introduction: Positive reviews make a business. Meanwhile, negative reviews very well may break one. Damage-control is, however, possible if the bad reviews are responded to hastily and professionally, and aren't allowed to escalate. Therefore, knowing how to respond to negative reviews is key. Before choosing a new restaurant to eat at, a new estate agency [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":17782,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"ep_exclude_from_search":false,"cover_icon_emoji":"\ud83e\udd1d","cover_icon_url":"","tasks_count":"23","template_description":"This checklist will help you document information about those who are posting negative reviews online and draft a concise, appropriate response to their review.","template_id":"m6oMCwHylCLPCcwnwIZNAg","task_0":"Introduction:","task_slug_0":"introduction","task_1":"Logging information:","task_slug_1":"logging-information","task_2":"Record details","task_slug_2":"record-details","task_3":"Classify the review","task_slug_3":"classify-the-review","task_4":"Crafting an answer:","task_slug_4":"crafting-an-answer","task_5":"Begin process of replying","task_slug_5":"begin-process-of-replying","task_6":"Thank them for sending a review","task_slug_6":"thank-them-for-sending-a-review","task_7":"Write appropriate apology","task_slug_7":"write-appropriate-apology","task_8":"Offer solution","task_slug_8":"offer-solution","task_9":"Follow up with CTA question","task_slug_9":"follow-up-with-cta-question","task_10":"Review collated reply and edit","task_slug_10":"review-collated-reply-and-edit","task_11":"Pre-publish checks:","task_slug_11":"prepublish-checks","task_12":"Ensure appropriate tone","task_slug_12":"ensure-appropriate-tone","task_13":"Check length of reply","task_slug_13":"check-length-of-reply","task_14":"Analyze through Grammarly","task_slug_14":"analyze-through-grammarly","task_15":"Proofread it yourself","task_slug_15":"proofread-it-yourself","task_16":"Record final reply","task_slug_16":"record-final-reply","task_17":"Going live:","task_slug_17":"going-live","task_18":"Get approval for reply","task_slug_18":"get-approval-for-reply","task_19":"Log in to the correct account","task_slug_19":"log-in-to-the-correct-account","task_20":"Publish reply","task_slug_20":"publish-reply","task_21":"Sources:","task_slug_21":"sources","task_22":"Related Checklists:","task_slug_22":"related-checklists","task_23":"","task_slug_23":"","task_24":"","task_slug_24":"","task_25":"","task_slug_25":"","task_26":"","task_slug_26":"","task_27":"","task_slug_27":"","task_28":"","task_slug_28":"","task_29":"","task_slug_29":"","task_30":"","task_slug_30":"","task_31":"","task_slug_31":"","task_32":"","task_slug_32":"","task_33":"","task_slug_33":"","task_34":"","task_slug_34":"","task_35":"","task_slug_35":"","task_36":"","task_slug_36":"","task_37":"","task_slug_37":"","task_38":"","task_slug_38":"","task_39":"","task_slug_39":"","task_40":"","task_slug_40":"","task_41":"","task_slug_41":"","task_42":"","task_slug_42":"","task_43":"","task_slug_43":"","task_44":"","task_slug_44":"","task_45":"","task_slug_45":"","task_46":"","task_slug_46":"","task_47":"","task_slug_47":"","task_48":"","task_slug_48":"","task_49":"","task_slug_49":"","task_50":"","task_slug_50":"","task_51":"","task_slug_51":"","task_52":"","task_slug_52":"","task_53":"","task_slug_53":"","task_54":"","task_slug_54":"","task_55":"","task_slug_55":"","task_56":"","task_slug_56":"","task_57":"","task_slug_57":"","task_58":"","task_slug_58":"","task_59":"","task_slug_59":"","task_60":"","task_slug_60":"","task_61":"","task_slug_61":"","task_62":"","task_slug_62":"","task_63":"","task_slug_63":"","task_64":"","task_slug_64":"","task_65":"","task_slug_65":"","task_66":"","task_slug_66":"","task_67":"","task_slug_67":"","task_68":"","task_slug_68":"","task_69":"","task_slug_69":"","task_70":"","task_slug_70":"","task_71":"","task_slug_71":"","task_72":"","task_slug_72":"","task_73":"","task_slug_73":"","task_74":"","task_slug_74":"","task_75":"","task_slug_75":"","task_76":"","task_slug_76":"","task_77":"","task_slug_77":"","task_78":"","task_slug_78":"","task_79":"","task_slug_79":"","task_80":"","task_slug_80":"","task_81":"","task_slug_81":"","task_82":"","task_slug_82":"","task_83":"","task_slug_83":"","task_84":"","task_slug_84":"","task_85":"","task_slug_85":"","task_86":"","task_slug_86":"","task_87":"","task_slug_87":"","task_88":"","task_slug_88":"","task_89":"","task_slug_89":"","task_90":"","task_slug_90":"","task_91":"","task_slug_91":"","task_92":"","task_slug_92":"","task_93":"","task_slug_93":"","task_94":"","task_slug_94":"","task_95":"","task_slug_95":"","task_96":"","task_slug_96":"","task_97":"","task_slug_97":"","task_98":"","task_slug_98":"","task_99":"","task_slug_99":"","footnotes":""},"categories":[32,33],"tags":[],"class_list":["post-17781","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-call-center","category-customer-support"],"acf":[],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.process.st\/templates\/wp-json\/wp\/v2\/posts\/17781","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.process.st\/templates\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.process.st\/templates\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.process.st\/templates\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/www.process.st\/templates\/wp-json\/wp\/v2\/comments?post=17781"}],"version-history":[{"count":0,"href":"https:\/\/www.process.st\/templates\/wp-json\/wp\/v2\/posts\/17781\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.process.st\/templates\/wp-json\/wp\/v2\/media\/17782"}],"wp:attachment":[{"href":"https:\/\/www.process.st\/templates\/wp-json\/wp\/v2\/media?parent=17781"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.process.st\/templates\/wp-json\/wp\/v2\/categories?post=17781"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.process.st\/templates\/wp-json\/wp\/v2\/tags?post=17781"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}