How Businesses Should Respond To Negative Reviews

Internet is a tool used by businesses and customers to communicate with each other

. Businesses, on one hand, try to engage customers and offer their services over the Internet. On the other hand, customers buy products online and share their reviews too.

At one point of time, businesses were the ones who were active in the virtual world and used to encourage consumers to participate as well. However, today the scenario has changed completely and the ball is in buyers court. Todays aware consumers make extensive use of social networking platforms and consumer forums to share their reviews. Be it good or bad, they never hesitate in sharing their views with others. From a customers point of view, this trend is favorable. But, it poses a constant pressure on businesses. They have to keep a constant check on negative reviews and respond whenever required. Since businesses do not invest much time in online reputation management services, they might not know the right way to respond to negative comments.

To help businesses cope with negative reviews and comments over the Internet, we have put together a list of guidelines. Follow the tips and you will be able to protect your organizations reputation.

Listen what others are saying If you react without listening, you are giving invitation to troubles. Also, decisions taken in haste generally lead to devastating results. Thus, it would be better to listen what others say and then express your thoughts.

Honesty is the Best Policy Irrespective of your position in the industry, only an honest attitude can save your reputation from being tarnished. If you have committed a mistake, dont be afraid to accept it in public. If you are innocent, explain to your customers so that they know the truth behind the controversy. It takes courage to speak honestly but truly it has the power to save your organization from unnecessary hassles.

Talk like a Normal Human Being Robotic replies to annoyed reviewers simply leave them fuming in anger. While replying back to a negative feedback, sound like a normal considerate person. Apologize for your mistake and try to cool down things between both the parties involved.

Promise a Better Experience Next Time The competition in the outside world is so stiff that customers dont have to think much before bidding adieu to a service provider. If you dont want to lose customers to your competitor, tell them how hard you are working on improving your services.

by: Matt Simons

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