Things to Say to Someone Who Gave Negative Review

Receiving a bad review can create the feeling of a pit in the middle of your stomach. Even though it can be tough to read how you've disappointed a guest, behind each bad Google review is a homo hoping to be heard.

It'due south much easier to rage behind a keyboard than to engage in disharmonize in person or fifty-fifty over the phone. Sure, yous might feel a chip blindsided seeing a review notification pop up in your inbox, wondering to yourself 'How do I respond to a bad Google review'?

When information technology comes to handling a negative review, it's all in how you respond. While tackling ane-star ratings can be stressful and time-consuming, yous'll find a few tips to help with drafting a well-thought-out respond.

How you cull to respond to an unhappy customer can either instill or remove confidence for readers that you lot intendance about your invitee's experience. You may accept heard the saying, 'people will forget what you said, they volition forget what yous did, but they volition never forget how y'all made them feel.' Always recollect about the feeling you want to leave people with every bit y'all respond to reviews.

Why respond to negative Google reviews

For every person who clicks to read your reviews, your tone will influence the reader'southward perception of your company, so information technology's important to tailor your response to the reviewer's specific concerns.

Go along in mind that while a bad review may exist coming from one disgruntled guest, you're not actually replying to a single person, you're writing for an audience of thousands.

Equally a tour operator, your goal in responding to a bad Google review is to be helpful, provide context and demonstrate class as you evangelize a thoughtful answer. Future travelers will run across that you lot've taken the time to typhoon a considerate and timely response, which, if they're because booking with you, play in your favour.

Responding with compassion when faced with an upset invitee says a lot about your character as a business possessor. Sure, no one wants to bargain with a bad review online, simply it'south an opportunity to show your time to come readers how much a positive invitee experience matters to you.

Co-ordinate to Tripadvisor, "the vast majority (89%) of users said a thoughtful response to a negative review improved their impression of a business organisation and 90% of respondents said that seeing polite and respectful responses to reviews makes them believe the owner truly cares."

So, when faced with a bad review, are y'all argumentative and dismissive or compassionate and professional?

How to respond to negative reviews

Whether you believe you deserve a bad review or not, if y'all find yourself facing a customer complaint, the worst conclusion is to avoid responding to information technology. Fifty-fifty if you experience the written assessment is far from the truth, a prompt response is key for diffusing the situation.

In a Harvard Business Review study, managing responses to bad reviews tin actually lead to more bookings in the future. No matter who or what is at fault (*side-eyes COVID-19*) one of the best things you can do is have responsibility for the state of affairs.

Your online reputation is essential for people because your business. By actively asking customers for feedback you give hereafter customers the impression that you're always aiming to provide the best experience possible. As a tour operator, you should be committed to creating an amazing experience for all of your guests.

Ane benefit of promptly responding to negative feedback is that y'all dissuade hereafter unhappy customers from slapping you with a scathing review. People tend to avoid confrontation when there's an audience and a tape of it online.

Lengthy responses can actually validate a client's negative experience, and so keep your response to a bad review short and to the betoken. Be aboveboard, compassionate and non-combative in how y'all respond to a customer complaint.

How NOT to answer to a bad review

When responding to a one-star review, aim to proceed things civil and kind. Avoid a detailed response refuting your invitee'due south point or blaming the negative experience on something they did. Coming up with a well-worded response to critical feedback is the hardest part of managing a bad Google review.

Let'southward say a customer outright states that they are not willing to give you any farther business because of a bad experience and recommends others practise the same. Ouch! It's easier to ignominy a ane-star rating and write it off as a invitee with an axe to grind, but this can be seen as an opportunity to get them dorsum on your side.

And while a bad review isn't the type of feedback anyone wants to receive, it's an invitation to acquire from your customers. Starting with a big seize with teeth of humble pie, focus on what is inside your control and draft a response with a solution front-of-mind.

While, coming up with a good response to a bad review is no piece of cake task, here are some things to leave out as your reply:

Calling out the guest or telling them they are wrong. They are describing their personal experience, which is fair and valid.
Using negative language or offensive terms that might brand the invitee feel worse.
Presume they had an opportunity to bring this to your attention at an earlier time.
Fail to provide a counter that aligns with how you do business and reinforces what you can offer them now that you know you made a error.

8 tips for responding to a bad Google review

Before you type an emotionally driven reply, only breathe and accept some time abroad from the screen. Focus your response to be atoning, addressing the issue and zeroing in on trying to make things right going forwards.

i. Focus on what you tin can exercise

It can be unnerving to read how someone feels wronged past their experience with your business and get out you wondering how to respond. When replying to a bad Google review, readers will be assessing whether you listen to your unhappy guest.

More importantly, they'll have discover of how you handle yourself amid chaos. Always choose to take the high road in your response and be kind in your answer.

2. Be empathetic

Ensure y'all respond directly to their concerns in your reply. Aim to lengthened the situation by expressing your sympathy with what caused them to be upset enough to exit a review.

It's important you recognize that this invitee didn't have the kind of feel they expected and your respond shows you sympathize with their perspective.

3. Address the situation rapidly

When replying to a bad Google review, a timely response is key – ideally within 24 hours. Equally much as information technology tin have some serious mental energy to draft a thoughtful reply, yous need to respond quickly.

Guests who feel heard and reciprocated can become your biggest evangelists. Stay focused on your primary focus, – guest satisfaction. This allows you lot to regain some command of the outcome, especially if you're committed to offering a solution.

iv. Acknowledge your invitee's frustration

Accost the specific issue your customer has touched on in their negative review. Avoid inflaming an already upset guest who leaves you a ane-star review by 'making your case'. Rolling up your proverbial sleeves might lead to a drop in bookings if readers see that you're hot-headed when faced with a complaint.

If travelers become the sense that y'all're argumentative and stubborn, they'll choose to support businesses they feel they can trust, instead. The value of replying to a negative review is to demonstrate that you're paying attention and care most your guests.

5. Apologize and focus on the solution

Just say you're sorry. Even if their reason for being disappointed is not entirely your fault, the feel didn't live up to what they anticipated. Try starting with a argument like 'We're so sad to acquire ________did not live up to your expectations.'

If information technology'due south possible, you can invite the reviewer to continue the conversation past electronic mail or offline, offering to connect by telephone. People tend to let their guard downward a bit over a phone call/in person and you lot might be able to get in at a solution faster past humanizing your reply.

half-dozen. Thank them for their review

Feedback is valuable – both the bad and the skillful. Thanking guests for reviewing your business, even if it'south not all roses demonstrates professionalism and a willingness to amend.

Yous tin reply with something similar "Thank you for taking the fourth dimension to share a review. We'd love to try and make this right. If you'd like to connect further by phone or e-mail, nosotros'll work with you to endeavour and discover a solution. Cheers again for bringing this result to our attention." And if the reviewer continues to engage aggressively online, readers will have context to assist frame the conversation.

seven. Take activity past offering to make amends

Provide assurance that yous'll offering the blazon of experience they'd expect if they are willing to give you another attempt. You can also ask 'what could I do better side by side time to earn your business organization?' Over email or direct message, invite them to tell you what you could accept done amend and exist open to hearing that there might be room for improvement.

Remaining at-home in the face of a less-than-platonic review can actually heighten the chance of guests choosing to book, fifty-fifty if your reviews are less than 5 stars. They'll consider your attending to particular and value of customer service ahead over worrying whether yous'll exist able to solve or smooth things over with this one person.

eight. Follow up

An initial response is bully specially if yous leave a name, contact email and telephone number for the invitee to brand the next move. This shows y'all're not only responding to save confront, just actually care virtually the event.

Make a point of post-obit up with the reviewer over e-mail. It speaks volumes nearly customer service and indicates that you're on meridian of things every bit well. While no business organization owner likes to be told they're not delivering, a i-star review may offer some ideas for improvements.

Examples for responding to a bad Google review

Here'due south an case for how to reply to a one-star Google review:

Negative Review Response Template

"How-do-you-do [first proper name],

Give thanks you for taking the time to exit united states a review. Your feedback is of import and we rely on hearing from our guests to ensure nosotros're doing a great chore.

[Acknowledge] Every bit y'all shared in your review, this was not the case for you lot [Apologize] and for this, nosotros exercise repent. [EMPATHIZE] Our customers are the center of our business and . [ADDRESS] Nosotros sympathize you're feeling disappointed about [specific issue] given [what happened].

Delight know we'd like to make this right for you. [ACTION] Nosotros've sent y'all an e-mail and if you'd like to chat farther, we do hope you will give usa another opportunity to earn your business.

Thank you lot, again, [optional first proper noun] for taking the time to share a review with us."

And so, cap off your response with your name and office within the business organization along with an electronic mail and business telephone number. Non all guests will take you upwards on your offer to smooth things over, just readers of the review will have your solutions-oriented nature into account. Plus, a well-worded response to a bad Google review can actually increase the likelihood of people booking with you.

Moving on from a negative review

Recall – a unmarried bad review does non define your business. Information technology's how you address and respond to negative feedback that instills conviction in future guests wanting to volume. Accost guest complaints with a at-home attitude and a cool head.

And, if you're withal reeling from reading a gut-punching review, nosotros've got a little something to burnish your day with this artist's estimation of hilarious bad reviews with illustrated National Park posters on her Instagram channel Subpar Parks.

Your response to a bad Google review is more than for your future audition than a unmarried person. In fact, many travelers give more clout to companies who take reviews that aren't 5 stars across the board.

Fifty-fifty if the 1-star review brings your Google review rating downwards temporarily, it'due south a slap-up reason to encourage more positive reviews and respond to them.

Focus on training your guides, especially if you're looking for how to encourage TripAdvisor reviews, while encouraging guests to share positive reviews on multiple sites. Guests are more likely to give positive reviews when they practice have an amazing experience they feel excited near.

When trying to determine how to inquire for customer feedback, asking for positive reviews is as simple every bit making it part of your post-booking electronic mail process. As role of initiating the feedback loop between you lot and your guests, ensure y'all too respond to positive reviews, making it more inspiring for people to have compelling reasons to book with you lot.

The side by side time you receive a bad Google review, remember that yous tin handle this.

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Source: https://www.checkfront.com/blog/how-to-respond-to-negative-travel-reviews