Mistakes to avoid when responding to negative reviews

Article provided by Revdex.com

Hearing negative feedback can be tough especially if it is publicly posted on social media or on a customer review website. However, negative feedback can help to improve business processes and enhance the overall customer experience.

The following strategies can help to reduce the impact of negative reviews:

Not monitoring social media and review websites – Companies should be aware of what is being said about them online. Monitoring and managing the company’s image will involve receiving and responding to alerts as soon as a notification arises.

Respond only to genuine negative reviews – A malicious review can be upsetting but it may not be genuine. Therefore, assess if a review is genuine by reaching out to the customer directly and gathering more details on the problem and the purchase.

Ignoring positive reviews – A big part of doing business is maintaining a good relationship with your customers. When a customer takes the time to leave a positive review it must be acknowledged and appreciated quickly.

Not responding on time – Responding to reviews on time has been made easy with social media and internet management tools that offer alerts when a business’s name appears online. Private customer review websites such as Revdex.com additionally allow companies to create profiles with an option to switch on alerts that notify the company when new reviews are posted.

Avoid excuses – Making excuses for a business’s shortcomings can make a customer feel that their problem is being ignored. Instead, avoid explanations and start with an apology followed by a solution.

Revdex provides a place for consumers to read online business reviews and report bad business experiences. Revdex’s aim is to improve the connection between consumers and businesses. Consumers can find new businesses and services and businesses can create profiles to be found.

Reviews can be posted for any kind of business. For example, you can file complaint about moving company or you can report travel scams.