Have A Negative Google Review?

Man disagreeing about a candy bar

How to Handle a Negative Google Review

Responding to Google Reviews indicates your commitment to customer service and engagement with your business.

Customers expect to be heard, personally and directly, when something goes wrong, and they want you to respond to criticism quickly. Consumers are 45% more inclined to visit a business listing that replies to unfavorable reviews.

According to a ReviewTrackers poll, 53.3% of customers want a response within seven days. So it’s always best to reply as soon as possible.

How to Deal with a Negative Google Review

Service offerings are often far too diverse to meet everyone’s needs. Furthermore, a company is made up of individuals, and individuals fail.

Tip #1. Apologize and express sympathy

Recognize your client’s concerns. Compassionately sympathize with their traumatic experience, even if it is unjustified.

It is always important to express sympathy and understanding in a kind way. Apologize for the “mistake” you made, even unintentionally. Express regret that you didn’t do everything possible to prevent the trauma from happening. Tell your clients how much you care about them and want nothing more than to help make things right.

Tip #2. Incorporate some marketing

Give an example of a typical good customer experience. Say it along these lines:

“We’re recognized for our meticulous attention to detail, and we’re sorry we didn’t live up to our reputation. We take pride in our work, and we apologize for any inconvenience that might have been caused.”

Tip #3. Take the conversation offline

Give the company’s contact information to talk about the problem in person. “I am the [Owner/Manager], [name]. To discuss your experience, please contact me at [phone number/email].”

Tip #4. From a Frown to a Smile

Make every effort to improve the situation. After that, request that they remove their negative review:

“Many people, like you, rely on online reviews to choose which business is the finest. Positive feedback helps our companies stand out and provide value. Please erase or amend your Google review if your experience with us has changed. Thank you so much.”

It is critical to be aware of the drastic consequences that a negative Google Review can bring. It’s vital to take action as soon as possible to resolve any concerns or issues mentioned by the unsatisfied customer.

Further, do your best to keep the good reviews coming in!