What To Do With Negative Reviews

Best Practices for Handling All Reviews

• 91% of North American consumers read online reviews to learn about a business (source: BrightLocal).
• 69% of job seekers would turn down an offer from a company with reputation problems (source: Corporate Responsibility Magazine/Allegis Group Services).

No Review Should Be Ignored

• Every ounce of feedback is appreciated and helpful for a brand/organization. Current and potential consumers find reviews a vital component for their buying decisions.
• Responding to a positive or negative review within a time window of one to three days is important.
• Choosing to not respond can sometimes cause sensationalism of a review, causing it to go viral and perhaps reflect wrongly on the brand/organization’s reputation.

People Who Leave Positive Reviews

To show that you are listening to all types of reviews, respond to all positive reviews. It doesn’t have to be in-depth.

• Thank the customer/client for leaving a positive review.
• Reaffirm specific brand/organization location and employee who made the experience positive, if applicable.
• Add some type of invitation or plug in regards to a future promotion(e.g. “We’d love to see you again for our special…”)
• Encourage the positive customer to follow social channels so they can be in the loop of promotions.
• Sign your name at the end of the response.
• Print out the positive review and place on an announcement board/e-newsletter.

People Who Leave Negative Reviews

Be human and willing to apologize, if necessary.

• Take a moment to evaluate the review to make sure it is genuine.
• Express gratitude and be accountable. Do not push blame onto other customers/clients or staff members.
• Take responsibility if the brand/organization or staff is at fault.
• Be private: If it is something that might require deeper investigating, ask that they contact you via phone or email.
• Always sign your name at the end of a review response. This illustrates authenticity and personal connection.
• Avoid being generic. Instead, make it as custom as possible. Mentioning their name and reiterating their negative circumstance(s) will help.
• ALWAYS correct the situation by providing a resolution, whether it is intangible or tangible.