Rules for working with real negative reviews
Posted: Wed Jan 29, 2025 6:48 am
Statistics show that most users (almost 60%) read customer reviews before using a company's services. A survey by the recommendation center showed that this applies to almost all business areas.
So, when you think about how to respond to a negative customer review, keep in mind: your reaction shapes the company's image, so it should be dignified. We have prepared 6 tips for hospital contact list you that will allow you to "save face" when dealing with negativity.
React to negativity on all resources
In order to leave a review about a company, customers can use any platform, and a dissatisfied consumer rarely limits himself to one resource.
Download a useful document on the topic:
Checklist: How to Achieve Your Goals in Negotiations with Clients
To respond in a timely manner, it is necessary to regularly view reviews on the most relevant sites and specialized resources, which include Yandex and Google maps (yandex.ru/maps and google.ru/maps), zoon.ru, yell.ru.
It's quite easy to do this on Zun: find your company in the directory, request access and follow the instructions.
After authorization, go to your personal account, where you can not only read all customer reviews, but also write your own responses. Moreover, reviews that remain unanswered will be placed in a separate tab, and when new comments appear mentioning your organization, you will receive a notification from ZUN.Rules for working with real negative reviews
Don't fawn over the client
It is high time to abandon such appeals to the client as "Good afternoon, dear Ivan Ivanovich", "Dear Vasily, we are really looking forward to your next visit to our store" or "The client's opinion is priceless for us!" People understand perfectly well that this is written with one goal - to please the client.
The client's problem can only be solved if the company works in this direction, so flattery and ingratiation are simply inappropriate here. It is best to give the communication a neutral or friendly character, complementing it with quality service.
Address the client simply and sincerely: “Good afternoon, Ivan Ivanovich,” “We will be glad to cooperate again,” or “We are pleased that you recommend our company to your friends,” etc.
No aggression!
Consumers have learned very well that "the customer is always right", but sometimes it is different. In this case, you really want to answer: "You're an idiot!" Moreover, even if you do not express this thought directly, the dissatisfied client will read it "between the lines" and negative reviews will pour in with renewed vigor.
The following phrases can give away your attitude and show the client that he is wrong:
“Our company employs professionals, so Petrov will never say…”
"Our services correspond to the prices set for them. Only hacks in some basement do it cheaper."
"It's not our fault that customers don't understand things the first time."
"...Who is to blame if not the mechanic?! Maybe the car owner should have listened to his recommendations?!"
In such answers, there is poorly concealed aggression towards the client. In fact, the client is not as stupid as you might think, he just did not understand everything.
To stay calm and get out of such a situation with dignity, you can resort to trickery. To do this, you only need to take 4 steps:
Formulate a neutral phrase.
Look at the situation from the client's perspective.
Describe the problem from the company's perspective.
Write a reply.
Apologize or sympathize
Typically, apologies in reviews look something like this: “We apologize for the inconvenience.” This phrase is perceived as a template, in which there is not a drop of sincerity.
If you really want to apologize, then ask for forgiveness for the inconvenience associated with the problem that the client is talking about: the rudeness of the master, the failure to meet deadlines, or a poor-quality part.
If negative reviews are based on the client's emotional state, then express sympathy: "I'm very sorry that you were disappointed in us", "Of course, this is very unpleasant". Do not provoke a surge of new emotions by imagining the client's experiences. Again, express sympathy only for the reason that the author of the review speaks about.
So, when you think about how to respond to a negative customer review, keep in mind: your reaction shapes the company's image, so it should be dignified. We have prepared 6 tips for hospital contact list you that will allow you to "save face" when dealing with negativity.
React to negativity on all resources
In order to leave a review about a company, customers can use any platform, and a dissatisfied consumer rarely limits himself to one resource.
Download a useful document on the topic:
Checklist: How to Achieve Your Goals in Negotiations with Clients
To respond in a timely manner, it is necessary to regularly view reviews on the most relevant sites and specialized resources, which include Yandex and Google maps (yandex.ru/maps and google.ru/maps), zoon.ru, yell.ru.
It's quite easy to do this on Zun: find your company in the directory, request access and follow the instructions.
After authorization, go to your personal account, where you can not only read all customer reviews, but also write your own responses. Moreover, reviews that remain unanswered will be placed in a separate tab, and when new comments appear mentioning your organization, you will receive a notification from ZUN.Rules for working with real negative reviews
Don't fawn over the client
It is high time to abandon such appeals to the client as "Good afternoon, dear Ivan Ivanovich", "Dear Vasily, we are really looking forward to your next visit to our store" or "The client's opinion is priceless for us!" People understand perfectly well that this is written with one goal - to please the client.
The client's problem can only be solved if the company works in this direction, so flattery and ingratiation are simply inappropriate here. It is best to give the communication a neutral or friendly character, complementing it with quality service.
Address the client simply and sincerely: “Good afternoon, Ivan Ivanovich,” “We will be glad to cooperate again,” or “We are pleased that you recommend our company to your friends,” etc.
No aggression!
Consumers have learned very well that "the customer is always right", but sometimes it is different. In this case, you really want to answer: "You're an idiot!" Moreover, even if you do not express this thought directly, the dissatisfied client will read it "between the lines" and negative reviews will pour in with renewed vigor.
The following phrases can give away your attitude and show the client that he is wrong:
“Our company employs professionals, so Petrov will never say…”
"Our services correspond to the prices set for them. Only hacks in some basement do it cheaper."
"It's not our fault that customers don't understand things the first time."
"...Who is to blame if not the mechanic?! Maybe the car owner should have listened to his recommendations?!"
In such answers, there is poorly concealed aggression towards the client. In fact, the client is not as stupid as you might think, he just did not understand everything.
To stay calm and get out of such a situation with dignity, you can resort to trickery. To do this, you only need to take 4 steps:
Formulate a neutral phrase.
Look at the situation from the client's perspective.
Describe the problem from the company's perspective.
Write a reply.
Apologize or sympathize
Typically, apologies in reviews look something like this: “We apologize for the inconvenience.” This phrase is perceived as a template, in which there is not a drop of sincerity.
If you really want to apologize, then ask for forgiveness for the inconvenience associated with the problem that the client is talking about: the rudeness of the master, the failure to meet deadlines, or a poor-quality part.
If negative reviews are based on the client's emotional state, then express sympathy: "I'm very sorry that you were disappointed in us", "Of course, this is very unpleasant". Do not provoke a surge of new emotions by imagining the client's experiences. Again, express sympathy only for the reason that the author of the review speaks about.