The online world revolves around reviews.

Be it visiting a restaurant, buying an electronic device, or taking a gym membership; we are sure to check the online reviews before we make a decision. Reviews yield a lot of power-especially over first- time users/visitors of a business.

Every business is bound to have both good and bad reviews. It is impossible to please everyone; therefore, you are sure to have a few bad reviews. The quality of reviews is directly proportional to the success of the business. Bad reviews will reduce your ranking on online review websites and decrease your SERP ratings too.  

Smartly handling your bad reviews can have a positive impact on your business.  What to do about your negative reviews online that it can have a positive effect?

Here are a few tips for you to handle negative reviews.

• Be prompt- Reply to negative reviews ASAP.

Not getting back to a dissatisfied customer with a prompt response may further anger the customer to give another bad review.

If your reply is late or you do not reply at all, it projects negligence on your part. Your prompt reply will build confidence in customers that you care about business and are open suggestions.

• Reply professionally- Do not lose your cool.

Certain reviews may be harsh and damaging. Be thoughtful and honest in your responses. No matter the language in the review, the language in your response should be polite and professional.

Apologise for the inconvenience caused. Thank the customer for bringing forward the loopholes in your service/ product. Reassure them that you will look into the matter and resolve it. Welcome them to visit your business again to experience the change.

• Personalize your replies- Personal replies reflect positively.

Do not have a computer-generated reply for the reviews. Reply to them personally. Personal replies show that you care about people’s reviews and will work on the suggestions and problems. Even in the virtual world, personal attention holds more value than automated responses. 

• Take it offline- Washing dirty linen in public is never a good idea.

Take the issue offline if it is getting dragged. In some cases, the customer may not be satisfied with your initial response and continue to raise issues. It is better to take the matter offline, either through email or phone. Request the customer to provide contact details so that you can discuss the issue in detail.

• Offer incentives-A goodwill gesture is always appreciated.

If possible, offer the customer a discount voucher or a free product on his next visit with the promise of better services. Stay true to your word, work on the problem areas, and prove to the customer that you care about their reviews. After the second visit, there is a high chance you will get a positive review that will increase your value in the ratings.

• Capitalize bad reviews- View bad reviews through a constructive lens.

Negative reviews bring forward the glitches and problems of your business. This viewed constructively will help you build a stronger business model.

Always be aware of your online reputation. Constantly check review websites and search engines. Reply to positive and negative reviews. If you feel some reviews are not genuine, contact the website to take them down. Have a strategy as to what to do about your negative reviews online. Reviews play a major role in businesses, handle them smartly.

Kolkata School of Digital Marketing is an advanced digital marketing training institute based in Kolkata. With our passion and love for digital marketing, we aim to create proficient digital marketers with in-depth knowledge about the various aspects of digital marketing. Our courses are designed keeping in mind the needs and developments of the ever-growing digital platform. Diploma in digital marketing, Pay per click, Google ads, Facebook ads, SEO course are the courses we provide at our institute.