Are you worrying about how to respond to Google’s bad reviews? There is no need to worry about this, as with good reviews, bad ones also exist. Responding to negative reviews may be difficult for most people as it gives them a sense of stress and disappointment.
But there is no need to get discouraged by seeing the bad reviews, and you can efficiently and calmly respond. By understanding some of the tips for responding, you can efficiently respond to the audience and solve their issue.
Why Respond To Bad Reviews?
There are several reasons why there is a need to respond to bad reviews. Keep one thing in mind as much attention you give to positive reviews, genuine negative reviews should also be responded to. By understanding the reasons for responding to bad reviews, you will be able to know how to respond to them.
Affects Online Reputation
Online reputation is one of the essential things which every online business should consider, whether the business is small or large. It’s not always important that you just focus on the positive reviews. You can monitor your brand image when you pay attention to negative reviews and respond to them. Thus it is essential for reputation management that you respond to bad Google reviews.
Helps With Your SEO
It is well known that positive reviews on your business over social media would take your page to the top. But only having business reviews will not give you a higher ranking when you pay attention to negative reviews and respond to them; that will give your page a better reputation and is of great significance.
Shows Your Human Side
When you reply to bad Google reviews, the customers will get to know that real people run the business. Also, by responding to negative reviews, the customers will build more confidence in your brand and stay connected with your business in the future.
Shows That You Care
Responding to bad reviews on Google help in showing the audience that you care about their bad experience. Also, they feel it is a good gesture that you will take action for their bad experience and will never repeat the same. This ultimately builds the customers’ trust, and they will stay connected with your brand and business.
Be Empathetic
You first need to consider responding to the Google bad review by showing sympathy to the customer for getting upset. The customer should feel that you are thinking from their point of view and will take action to resolve their bad experience issue.
You must respond after identifying that the customer did not get the experience they thought. Thus staying calm and empathetic while replying to negative reviews is very important.
Understand the Situation Quickly
One of the best things you can do when replying to Google bad reviews is to respond quickly. When you respond timely to negative reviews, your customers will feel heard and satisfied. This will work on your side, especially when you are providing the customers with a solution to their issues.
For example, you can respond to them by saying, “how can we improve?” or “what else would you like to tell us?” You can make the customer feel you are willing to understand the situation.
Focus On Solution
It would be better if you apologized to the customers for getting disappointed and having a bad experience. Even if you don’t have any fault behind their disappointment, just reply to them by saying sorry and ensure them with a solution if possible. For instance, you can say to them, “we’re sorry to hear about your bad experience”, or apologies in any other polite way.
Also, you can ask them to tell you fully about their problem through an email or call. Doing so will give the customer a sense of satisfaction and build more trust in you.
Thank the Audience for Their Review
The business services feedback is always considered a good one, whether good or bad. You know more about your business and brand when you are getting reviews. You will be able to improve your overall work and provide better to your audience.
You should reply to the customers with bad reviews by thanking them for reviewing your brand or business. This shows a sense of professionalism and your concern for addressing customers’ problems. Thus you can thank the customer by saying, “thank you for bringing the issue to our notice”.
Take Action
- Replying to Google’s bad reviews is not enough; ensure that you inform the audience about the improvements.
- If you can take action to provide the solution to the issues faced by the customer having a bad experience, then that should be shown in your response.
- You can ask your audience to tell openly about the improvements needed
.
- You must remain calm while listening to something negative about your business and are ready to make improvements.
- When you pay attention to negative reviews with concern, a new audience can also come to your brand by looking at your attention towards your customers.
- Thus you can assure the customer that you are taking action by saying something like, “we are working on the issue and will do whatever we can to find the solution”.
Follow Up
Just leaving your response is not enough to ensure that you also provide the customer with your contact or email so they can tell you thoroughly. Once you start knowing about the customers’ bad experience, make sure you follow up with them for further improvements. Thus this gives the customer a sense of satisfaction and reflects your customer service making your business stronger.
Final Words
Whenever you find any bad response over your business or brand services, ensure that you respond to them calmly. It can be done from the customer’s perspective that had a bad experience. When you focus more on the customers’ dissatisfaction, you will be able to treat them by paying more attention and giving them a sense of taking action. Thus by doing so, there are chances of your business getting improved.