It’s bound to happen.

One day you login to your company’s Facebook page, only to see a new review – a negative review.

Don’t worry! It happens to the best of companies. What’s more important is how you handle that review. At 214 Interactive in Dallas, Texas, we specialize in coaching our clients on proper online reputation management and here are a few tips on how to write the perfect response to a negative review:

 

Step 1) Respond.

Don’t ignore the negative review because it shows a lack of interest in your customers, and the customer who left the review isn’t the only one watching. Other potential customers are also watching to see how you respond. It’s also important that you don’t delete the review; customers are leery of companies with 100% positive feedback.

 

Step 2) Apologize & Sympathize.

Even if you don’t think the complaint is warranted, you want the customer to feel heard. Start off by saying your sorry and acknowledging their issue.

 

Step 3) Apply Good Customer Service.

After acknowledging the concern, go on to tell customers what they should have expected. If they are concerned that the service was poor at your restaurant simply respond with something like, “Our servers are normally very attentive and we apologize that we missed the mark on your last visit.” 

 

Step 4) Take it Offline.

The last thing you want is a lengthy exchange for all to see. Tell the reviewer who they are dealing with and provide contact information so that the conversation – and customer service experience – can be taken offline. You goal is to keep the response to 3 simple, straightforward responses.

 

Step 5) Leave out Keywords.

As you draft your response, try not to include your business name or any keywords that might make the negative review show up in search results. 

 

If you need help with online reputation management in Dallas, Texas, don’t hesitate to call us at 214 Interactive. As a leading digital advertising agency, our staff would love to chat with you about what we can do for your business! 

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