Let’s start with\u00a0 how negative online reviews impact your business and why responding to negative reviews is important.<\/p>\n
The Impact of Negative Reviews for Your Business<\/h2>\n
Negative reviews can impact your business in the following ways:<\/p>\n
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<\/span>Loss of Potential Customers<\/span><\/h3>\n<\/li>\n<\/ul>\n
Negative reviews can turn away potential customers. According to a study, 84% of people trust online reviews as much as personal recommendations. Another study tells 74% of consumers say that positive reviews make them trust a local business more.<\/p>\n
Conversely, if a business has many negative reviews, potential customers may choose to take their business elsewhere.<\/p>\n
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<\/span>Hurts Brand Reputation<\/span><\/h3>\n<\/li>\n<\/ul>\n
Negative reviews can damage a business’s brand reputation. When customers leave negative reviews, they share their negative experiences with the world. This can lead to a decline in customer loyalty and a loss of trust in the brand.<\/p>\n
76% of all reviews are either Google reviews or Facebook reviews, meaning what is being said about you is public knowledge. It can also lead to negative word-of-mouth marketing, where customers share their negative experiences with friends and family.<\/p>\n
Resource<\/strong>: 10 Best Reputation Management Tools<\/a><\/p>\n
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<\/span>Affects Search Ranking<\/span><\/h3>\n<\/li>\n<\/ul>\n
Negative reviews can impact a business’s search engine ranking. Search engines, like Google, consider the quality and quantity of reviews as a ranking factor.<\/p>\n
A business with more negative reviews than positive ones may see a drop in its search engine ranking. This makes it harder for potential customers to find them online.<\/p>\n
But the good news is that negative reviews don\u2019t necessarily have negative consequences. Sometimes they add a bit of authenticity to your brand<\/a>.<\/p>\n
If all of your reviews are positive, they come off as fake social proof<\/a>. So when you have a few reasonably negative reviews peppered in there, people tend to trust your brand even more.<\/p>\n
Data tells us 52% of consumers trust a software product more if it has negative reviews. Another statistic argues that negative reviews can increase conversions by up to 85%.<\/p>\n
Resource<\/strong>: SEO Made Easy\u2014Ultimate Guide to Explode Your Traffic<\/a><\/p>\n
Why Respond to Negative Reviews Is Important<\/h2>\n
We just saw how damaging negative reviews can be for a business. It only makes sense to have a negative reviews response strategy to be always ready. In addition to that, responding to negative reviews can also have the following benefits:<\/p>\n
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<\/span>It Shows You Care<\/span><\/h3>\n<\/li>\n<\/ul>\n
Responding to negative reviews shows that a business cares about its customers. Customers want to feel valued and heard, and responding to their negative feedback indicates that a company takes their concerns seriously.<\/p>\n
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<\/span>Damage Mitigation<\/span><\/h3>\n<\/li>\n<\/ul>\n
Secondly, responding to negative reviews can help mitigate the damage caused by the review. By acknowledging the customer’s concerns and apologizing for any negative experience, a business can show that they take customer satisfaction seriously.<\/p>\n
This can minimize the negative review’s impact and turn a dissatisfied customer into a loyal one.<\/p>\n
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<\/span>Provides Feedback<\/span><\/h3>\n<\/li>\n<\/ul>\n
Thirdly, responding to negative reviews can provide valuable feedback for the business. Negative reviews can highlight areas where a business needs to improve its product or service.<\/p>\n
A business can prevent similar negative reviews by listening to customer feedback and addressing the issues raised, improving its overall customer experience.<\/p>\n
Now, let\u2019s look at 13 negative review response examples and tips on how to respond to negative reviews.<\/p>\n
How To Respond to Negative Reviews (With Examples)<\/h2>\n
Before diving into the negative stuff, I quickly wanted to address what you should do with the positive reviews you get.<\/p>\n
Many marketers leave these on 3rd-party review sites, which is a huge missed opportunity.<\/p>\n
Instead, why not display positive reviews on your site with TrustPulse<\/a>?<\/p>\n
![\"TrustPulse](\"https:\/\/trustpulse.com\/wp-content\/uploads\/2022\/12\/Screenshot-2022-11-28-at-33330-PM.png\")
<\/p>\nTrustPulse<\/a> is the world’s best social proof<\/a> software. It lets you quickly and easily create social proof notifications<\/a> to display across your site.<\/p>\n
And since it integrates with Zapier, you can capture activities from 3rd-party review sites like Google My Business and Yelp.<\/p>\n
Or, you can create a default notification for one of your highest-rated reviews. Then add a link to that external site, so users can quickly see it themselves.<\/p>\n
No matter how you show your positive reviews, TrustPulse gives you a way to leverage the great things people are saying about your brand to boost sales and conversions.<\/p>\n
I’ve seen TrustPulse users increase sales by 15% simply by displaying social proof notifications.<\/p>\n
Want to see it in action for yourself? Sign up for your 100% risk-free TrustPulse account today!<\/a><\/p>\n
Now that we know how to handle positive reviews, let’s check out different ways how to respond to bad reviews.<\/p>\n
<\/span>1. Respond Quickly<\/strong><\/span><\/h3>\n
One of the biggest problems companies face is failing to respond quickly to a negative review. And it\u2019s understandable.<\/p>\n
You have an entire business to run. You have employees who get sick, shipments that come in late, and about a million other fires that must be put out daily. One bad review on Yelp might not be at the top of your radar.<\/p>\n
But it should be.<\/p>\n
As soon as you\u2019re aware of a negative review, set 5 minutes aside to address it. If you put it off too long, it makes your eventual apology come off as insincere. Since most online reviews are date-stamped, customers can see how long it took for you to get back to them:<\/p>\n
![\"Respond](\"https:\/\/trustpulse.com\/wp-content\/uploads\/2020\/02\/Respond-quickly-min.png\")
<\/p>\nPlus, putting off a response often means the job doesn\u2019t get done at all.<\/p>\n
<\/span>2. Respond Always<\/strong><\/span><\/h3>\n
This tip may be controversial. Some companies will tell you that the first thing you should do is decide if a response is even necessary.<\/p>\n
They argue that some bad reviewers are \u201conline bullies.\u201d And at the end of the day, you can do nothing to improve the situation.<\/p>\n
That\u2019s a fair point in some extreme cases, but I recommend a different approach: hold your head up high and respond always.<\/p>\n
Remember, you aren\u2019t simply responding to the negative reviewer. You\u2019re responding to the thousands of potential customers reading the negative review. More often than not, people can tell when a complaint is valid, or the reviewer is too aggressive.<\/p>\n
If the complaint is valid, you look like a company that truly understands the importance of good customer service. If the complaint isn\u2019t valid, you still come out on top by taking the high road.<\/p>\n
<\/span>3. Don\u2019t Take the Negative Review Personally<\/strong><\/span><\/h3>\n
A bad customer review feels like a personal attack. And in some ways, it is, especially when you\u2019re the business owner.<\/p>\n
That\u2019s because a negative review can negatively affect your business\u2019s success.<\/p>\n
But even if you are the face of your brand<\/a>, remember that the customer doesn\u2019t know you personally. They don\u2019t know how great you are, how much you care about their experience with<\/p>\n
your product, and how badly you want to serve your customers.<\/p>\n
Here\u2019s a negative review response example of a business owner likely taking a review too personally:<\/p>\n
![\"Bad-example-of-taking-a-negative-review-too-personally-min\"](\"https:\/\/trustpulse.com\/wp-content\/uploads\/2020\/02\/Bad-example-of-taking-a-negative-review-too-personally-min.png\")
<\/p>\nThis is a funny response if you\u2019re not involved in the situation or plan on going to that particular restaurant.<\/p>\n
But this reply is actively repelling potential customers away.<\/p>\n
Instead, use a negative review to give your audience a glimpse into your personality. And let them get to know your kindness and empathy through that response.<\/p>\n
<\/span>4. Introduce Yourself and Your Connection to the Team<\/strong><\/span><\/h3>\n
It\u2019s always great to see a company owner take the time to respond to a humble customer review. This is what entrepreneur Gary Vaynerchuk responded to criticism of his book:<\/p>\n
![\"gary-personal-response](\"https:\/\/trustpulse.com\/wp-content\/uploads\/2020\/02\/gary-personal-response-1-min.png\")
<\/p>\nBut sometimes, getting a response from the business owner is unrealistic.<\/p>\n
It’s hard enough for the owner of a small business to respond to every online review they receive. As a business grows, it becomes near impossible.<\/p>\n
Sometimes you might find yourself responding to a negative review on your company’s behalf. If so, introduce yourself and tell the reader about your team connection.<\/p>\n
That way, they don’t feel like a random stranger is chiming in to smooth things over.<\/p>\n
<\/span>5. Thank the Customer for Taking the Time to Write<\/strong><\/span><\/h3>\n
The truth is that whenever someone writes anything about your product, they feel strongly about your business. And that goes for both positive and negative reviews.<\/p>\n
One of the marketing goals is just getting people to talk about you. So even when someone says something not so nice, you should thank them for taking the time to do so. This accomplishes a few things:<\/p>\n
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- It quickly diffuses the negativity<\/li>\n
- It makes your reviewer feel heard and valued<\/li>\n
- Shows other readers that you aren\u2019t petty<\/li>\n<\/ul>\n
Starting with a small phrase like, \u201cHey, thanks so much for taking the time to write\u201d is the perfect introduction for your response to a negative review.<\/p>\n
Here\u2019s a great negative review response example that shows how to thank customers right off the bat:<\/p>\n
![\"Saying-Im-sorry-without-apologizing-min\"](\"https:\/\/trustpulse.com\/wp-content\/uploads\/2020\/02\/Saying-Im-sorry-without-apologizing-min.png\")
<\/p>\n<\/span>6. Make Your Response Authentic and Personal<\/strong><\/span><\/h3>\n
At the end of this article, I\u2019ll give you some templates to respond to negative reviews. However, you\u2019ll want to use those templates as a basic guideline.<\/p>\n
Not something to copy\/paste 100% verbatim.<\/p>\n
People can tell now when you respond with a canned response. Since negative reviews can impact your business, you should take the time to make them personal to the reviewer.<\/p>\n
Address them by name and introduce yourself. The goal is to humanize this interaction as much as possible. This dentist made his response very personal when someone\u2019s girlfriend was dissatisfied with getting a new crown:<\/p>\n
![\"Make-the-response-personal-min\"](\"https:\/\/trustpulse.com\/wp-content\/uploads\/2020\/02\/Make-the-response-personal-min.png\")
<\/p>\nSo before you hit \u201csend,\u201d reread your response and ask yourself what makes the message unique to the reviewer. In other words, would it still work if you copied and pasted this response for any other negative review?<\/p>\n
If so, try to make it sound more personal.<\/p>\n
<\/span>7. Show Empathy and Understanding<\/strong><\/span><\/h3>\n
When someone writes a negative review about your product or company, the first response is usually to get defensive. And those feelings are ok! It\u2019s totally normal, and everyone does it.<\/p>\n
But that doesn\u2019t make it the best way to handle the situation.<\/p>\n
Instead, try to put yourself in your customer\u2019s shoes. They were mad enough to write about their experience, and it\u2019s your job to figure out why.<\/p>\n
More often than not, that negativity can be chalked up to a bad day and someone needing to blow off steam.<\/p>\n
Remind yourself that the author of the review is a human being. Maybe they\u2019re having issues at home or at work. Or maybe they stayed up all week because their kid is sick, and now they\u2019re just trying to get through till Friday.<\/p>\n
As you write your message, empathize with the author, and imagine yourself on your worst day. This will help you feel compassion for them and prevent you from getting overly defensive or emotional about the situation.<\/p>\n
Check out this negative review response example which is beaming with humility, empathy, and understanding:<\/p>\n
![\"Show-empathy-min\"](\"https:\/\/trustpulse.com\/wp-content\/uploads\/2020\/02\/Show-empathy-min.png\")
<\/p>\n<\/span>8. Reinforce Your Company\u2019s Standard Values<\/strong><\/span><\/h3>\n
In your response, let the reviewer (and other readers) know that this negative experience is the exception, not the rule.<\/p>\n
To do that, briefly mention your current customer service standards. Let them know that you take your client’s complaints very seriously and that customer service is integral to your company’s values.<\/p>\n
You don’t need to go on and on about this either.<\/p>\n
A simple sentence like “We here at [your business name] take a lot of pride in our customers’ success, which is why\u2026” will reinforce your commitment to providing exceptional service.<\/p>\n
Again, this shows the reviewer that you’re taking their problem seriously. But it also shows the many other readers that your business is there to help them when needed.<\/p>\n
<\/span>9. Offer a Discount, Promotion, or Refund for the Inconvenience<\/strong><\/span><\/h3>\n
This is an optional though highly recommended step. And different marketers have different feelings on the topic. Here\u2019s why:<\/p>\n
Offering a discount<\/a>, a special promotion<\/a>, or a refund to customers who wrote a negative business review can help ease tension. It\u2019s also a great way to prepare yourself to ask for a testimonial<\/a> after the problem gets solved.<\/p>\n
Others, however, are concerned that you\u2019ll train your customers to leave bad reviews so they can get free stuff.<\/p>\n
While there is probably some truth to the latter\u2019s opinion, I think it\u2019s a bit too cynical. And if you\u2019re attracting the kind of customers that would do that, you\u2019re probably attracting the wrong kinds of leads, anyway.<\/p>\n
Instead, I like to think that most customers are good. And if they have a bad experience with your brand, a small discount or coupon can go a long way in regaining a lifelong customer.<\/p>\n
Here\u2019s a negative review response example from JetBlue Airways:<\/p>\n
![\"amazing-examples-of-business-owners-responding-to-reviews4-min\"](\"https:\/\/trustpulse.com\/wp-content\/uploads\/2020\/02\/amazing-examples-of-business-owners-responding-to-reviews4-min.png\")
<\/p>\nBut the most famous example is from a clothing store called Nordstroms. Back in the mid-’70s, Nordstroms opened a store in Alaska. But ten years before, a man had bought tires from the store that had previously occupied Nordstroms’ new space.<\/p>\n
And he wanted a refund for those tires.<\/p>\n
He took them in on opening day without a receipt (not that a receipt would help), and Nordstroms gave him a full refund. Nordstroms is now known for its legendary customer service.<\/p>\n
But guess what?<\/p>\n
Today, nobody is lining up to return their tires. Real customers love the brand so much they don’t dare abuse the retailer’s kindness.<\/p>\n
<\/span>10. Understand the Difference Between \u201cI Apologize\u201d and \u201cI\u2019m Sorry\u201d<\/strong><\/span><\/h3>\n
Comedian Demetri Martin perfectly demonstrates this difference by saying, “Saying ‘I’m sorry’ and saying ‘I apologize’ are the same thing. Except at a funeral.”<\/p>\n
When you say, “I apologize,” you are taking responsibility for something that was your company’s fault. Take this business owner’s response, for example:<\/p>\n
![\"Example](\"https:\/\/trustpulse.com\/wp-content\/uploads\/2020\/02\/Example-of-I-apologize-in-a-negative-review-min.png\")
<\/p>\nWhen you say, \u2018I\u2019m sorry,\u2019 you may be empathizing with your customer without acknowledging that your company was specifically to blame. Here\u2019s a negative review response example of a business doing just that:<\/p>\n
![\"how-to-respond-to-negative-yelp-reviews\"](\"https:\/\/trustpulse.com\/wp-content\/uploads\/2020\/02\/how-to-respond-to-negative-yelp-reviews-600x325-min.png\")
<\/p>\nAs a business owner, you are obligated to give your customers the best service possible. But that doesn\u2019t mean you need to be a punching bag for every critic.<\/p>\n
If there is a negative review because of something you are responsible for, apologize.<\/p>\n
If there is a negative review because of something outside of your control, then you have every right to take the \u201cI\u2019m sorry this happened to you\u201d approach.<\/p>\n
<\/span>11. Keep It Short<\/strong><\/span><\/h3>\n
I know when I get a bad review, it can feel like a personal attack. My fingers tingle, and I get eager to write back in self-defense.<\/p>\n
But the last thing you want to do in responding to a negative review is ramble. For a few reasons:<\/p>\n
- \n
- Most people will ignore reading longer responses<\/li>\n
- Longer replies come off as desperate or defensive<\/li>\n
- There\u2019s simply no need for drawn-out explanations<\/li>\n<\/ul>\n
The bottom line is you have a unhappy customer. If it\u2019s your fault, apologize. If it\u2019s not, show empathy.<\/p>\n
Either way, you shouldn\u2019t validate the negative review with a long response. Gracefully reply with the tips I\u2019ve already given. Here\u2019s a negative review response example that shows how powerful a short message can be:<\/p>\n
![\"keep-it-short-and-sweet\"](\"https:\/\/trustpulse.com\/wp-content\/uploads\/2020\/02\/keep-it-short-and-sweet-min.png\")
<\/p>\nTo go the extra mile, take the conversation offline to express yourself at greater length, which brings us to our next tip.<\/p>\n
<\/span>12. Take the Conversation Offline<\/strong><\/span><\/h3>\n
If you use all the tips I’ve described above, you should be able to pacify even the most frustrated customer.<\/p>\n
But it\u2019s like they say, \u201cYou can\u2019t please everyone.\u201d<\/p>\n
So while you should publically respond to any negative comment on the platform where it was posted, you should also continue the conversation on your terms.<\/p>\n
And that means moving to a private platform.<\/p>\n
Whether you decide to work with the customer on a phone call<\/a>, video chat, or in a direct message on your favorite social media platform<\/a>, move the conversation somewhere more private.<\/p>\n
Here\u2019s a negative review response example from a company responding to someone who was dissatisfied with their meal:<\/p>\n
![\"Take-the-conversation-offline-min\"](\"https:\/\/trustpulse.com\/wp-content\/uploads\/2020\/02\/Take-the-conversation-offline-min.png\")
<\/p>\nNote that it\u2019s short, to the point, and quickly takes the conversation to another platform.<\/p>\n
<\/span>13. Turn the Negative Review Into a Testimonial<\/strong><\/span><\/h3>\n
I already mentioned that not all negative reviews hurt your business. Sometimes they can help.<\/p>\n
But if you want to turn your lemon reviews into lemonade, you should follow up<\/a> with the author of your negative review.<\/p>\n
More specifically, ask if the issue was resolved and, if so, whether or not you can get some public feedback<\/a> on their experience.<\/p>\n
Seeing someone go from being angry enough to write a bad review to give a glowing testimonial<\/a> will speak volumes about your company’s values.<\/p>\n
Other readers can see that you take customer complaints seriously and care about making clients happy.<\/p>\n
A testimonial<\/a> from someone who had previously written a bad review is likely one of your most powerful lead generating tactics<\/a>.<\/p>\n
Check out this example involving a car dealership. The owner responded to a negative review with this:<\/p>\n
![\"Bad-Review-Example-2-copy-min\"](\"https:\/\/trustpulse.com\/wp-content\/uploads\/2020\/02\/Bad-Review-Example-2-copy-min.png\")
<\/p>\nAnd the follow-up review came later from the customer:<\/p>\n
![\"Bad-Review-Example-2-\"](\"https:\/\/trustpulse.com\/wp-content\/uploads\/2020\/02\/Bad-Review-Example-2-min.png\")
<\/p>\nThis small paragraph is a testament to the company\u2019s high customer service standards.<\/p>\n
Now that I\u2019ve discussed 13 ways how to respond to negative reviews, here are six templates to save you time.<\/p>\n
Negative Review Response Templates<\/h2>\n
When it comes to responding to negative reviews, you only have two types of responses:<\/p>\n
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