{"id":1921,"date":"2019-06-05T11:20:21","date_gmt":"2019-06-05T16:20:21","guid":{"rendered":"http:\/\/dry-number.flywheelsites.com\/?p=1921"},"modified":"2025-02-19T11:47:08","modified_gmt":"2025-02-19T17:47:08","slug":"reply-to-online-reviews","status":"publish","type":"post","link":"https:\/\/www.digitalstrike.com\/reply-to-online-reviews\/","title":{"rendered":"How to Reply to Negative Online Reviews"},"content":{"rendered":"

Bad reviews are the worst.<\/b><\/p>\n

No business likes to receive negative feedback, but we can\u2019t deny the rest of us love to read them. In fact, about 97% of people will<\/span> read local business reviews<\/span><\/a>, according to<\/span> a consumer study from BIA\/Kelsey<\/span><\/a>.<\/span><\/p>\n

But humans aren\u2019t the only ones who love customer feedback. Google and other search engines do too. In fact, one important ranking signal for local SEO<\/a> on Google is customer experience, measured by online customer reviews. What this fact means is that, all other factors being equal, Google will push a local business higher than its competitor in local results if it has more positive and relevant reviews.<\/span><\/p>\n

That\u2019s why it\u2019s so important for business owners to not only respond in a timely manner to negative reviews when they do pop up, but to also reply to negative reviews in the right way. After all, potential customers are reading your responses too!<\/span><\/p>\n

Getting Started: Where Can Reviews Show Up?<\/b><\/h2>\n

Let\u2019s start at the beginning. Where do search engines pull reviews from, and where do human readers see them, good and bad alike?<\/span><\/p>\n

There are a few primary review sites that businesses should prioritize in terms of reputation management and local SEO value, including the following.<\/span><\/p>\n

Google Business Profile (GBP)\/Google My Business (GMB)<\/b><\/h3>\n

Google Business Profile (GBP), formerly Google My Business (GMB)<\/span><\/a>, collects Google reviews for your business. These reviews can then appear in both Maps and search results.<\/span><\/p>\n

For example, if someone searches organically for your business\u2019s name, your GBP listing will often appear on the right hand side of the SERP on desktop. The searcher will be able to see your review\/star rating and even select reviews that appear at the bottom of the Google listing. While you can\u2019t manipulate which reviews Google shows at the bottom of your listing, you<\/span> can<\/span><\/i> properly respond (more on that in a moment).<\/span><\/p>\n

In the chance you come across<\/span> spam reviews<\/span><\/a>, you can report those to Google to review for removal.<\/span><\/p>\n

Yelp<\/b><\/h3>\n

Yelp uses an automated process to choose which reviews to recommend and which to hide from a profile. Since this process is automated, Yelp\u2019s support team will not be able to help you unhide a review. However, you can<\/span> flag<\/span><\/a> a review if it goes against Yelp\u2019s regulations.\u00a0<\/span><\/p>\n

Have questions about using Yelp?<\/span><\/i> Visit their support center to learn more.<\/span><\/i><\/a><\/p>\n

Facebook<\/b><\/h3>\n

Visitors can recommend and review your business from your social media page. While Facebook does give you the option to turn off reviews all together, we advise against it; this practice can lead to mistrust.<\/span><\/p>\n

Tripadvisor<\/b><\/h3>\n

Users can find and leave reviews for hotels, restaurants, and other large and small businesses alike on Tripadvisor. Its brand reputation\/ranking system is based on the volume of reviews, whether the reviews are positive or not, and if the reviews are recent.<\/span><\/p>\n

Remember: The rules for leaving reviews, asking for reviews, and reporting reviews for offensive content differ drastically from site to site. Make sure to read each platform\u2019s rules before taking action against negative reviews or before asking customers to leave reviews.<\/i><\/b><\/p>\n

What to Know Before Responding to Negative Reviews<\/b><\/h2>\n

Before responding or reporting any negative review, make sure to do the following:<\/span><\/p>\n

\u2705Read the review thoroughly.<\/b> It sounds simple, but it can be easy to get swept up by the first few lines or headline of a negative review. Make sure to read the review completely, especially if it is detailed. Completely reading the review not only prevents you from giving an ill-informed reply, but there\u2019s a good chance that there is valuable insight to be gained by reading the entire review\u2014 no matter how uncomfortable it may be.<\/span><\/p>\n

\u2705Put yourself in the reviewer\u2019s shoes.<\/b> No one likes to have a bad experience, especially if the experience was something they were looking forward to doing. Now think of a time when you\u2019ve been an unhappy customer and when you\u2019ve left a review because of it. Did the business respond to your review? If so, did it make a difference in how you perceive them and boost (or hinder) customer loyalty? Remember that this reviewer will likely read your response (as will hundreds of other potential customers) and make a further judgment of your business based on how you handle their feedback.<\/span><\/p>\n

\u2705Think before you write.<\/b> It\u2019s easy to give a cookie-cutter response to reviews, but don\u2019t just think about the short-term gain of saving time. Think of the long-term consequences and the bottom line. Consider how you want customers to perceive you\u2014both the reviewer and those silently reading the reviews.<\/span><\/p>\n

How to Respond To Negative Reviews: 6 Tips<\/b><\/h2>\n

Is there a right or wrong way to respond to bad reviews? <\/span>Absolutely.<\/b> Here are a few tips to keep in mind when crafting your response.<\/span><\/p>\n

    \n
  1. Respond in less than 24 hours.<\/b> Don\u2019t allow negative reviews to linger unanswered. A timely response shows the customer that you are engaged with the business and care about what your clients think. You can set up notifications to alert you when a new review has been submitted. This way you aren\u2019t having to proactively check all your location directories daily for new reviews.<\/span><\/li>\n
  2. Let them know you\u2019ve heard their concern.<\/b> Acknowledge that you\u2019ve not only received their message, but that you are sorry that they had a less-than-ideal time. Be sure to include specifically the customer\u2019s name and the specific customer complaints.<\/span><\/li>\n
  3. Call out specific issues.<\/b> If they are frustrated they were unable to get ahold of the manager or customer service team when they called, mention this problem in your response. It shows that you took the time to really read their review. A generic response can come across as disingenuous, leading to reduced customer satisfaction… and a poorer online reputation.<\/span><\/li>\n
  4. Offer a solution.<\/b> Provide the customer with a solution to the problem. For example, if they were unsatisfied with their service, provide a phone number to call and talk with a representative.<\/span><\/li>\n
  5. Keep it professional.<\/b> Don\u2019t take the review personally, and definitely<\/em> don\u2019t attack the customer. Remember your brand image and how you want customers to remember your business.<\/span><\/li>\n
  6. Follow up with everyone.<\/b> Respond to both negative comments <\/span>and<\/span><\/i> positive feedback alike. Responding to dissatisfied customers is important to help them feel heard and potentially turn their negative experience into a positive one\u2014or at least a neutral one. Responding to positive experiences can help keep happy customers just that\u2014happy and loyal customers.<\/span><\/li>\n<\/ol>\n

    If you keep these ideas in mind, you can craft a response that’s sincere and mitigates\u2014or maybe even reverses\u2014<\/span>damage to your brand\u2019<\/span>s reputation.<\/p>\n

    Negative Review Response Examples<\/b><\/h3>\n

    Look no further than the following two businesses for examples on how to reply to negative reviews graciously.<\/p>\n

    Empire State Building – Tripadvisor<\/b><\/a><\/p>\n

    \"Screenshot<\/p>\n

    What this review does well:<\/strong><\/p>\n