Should I respond to negative reviews?
We say – absolutely. A response can minimize the damage of a bad review in front of the new customers who visit the page.
Listen your customer
Before answering, is important to understand the reason of a bad review. Does your product has a bug or just the customer’s expectations are to high? There are many reason why customers are unhappy. The important thing here it is: Listen before react!
Offer support
In many cases you can offer support to your customers, especially if the problem is known.
What should I say?
Even when you don’t have a solution for a customer’s problem a simple “We are sorry” can make a huge difference. Many times, apologizing and thanking customers for sharing the issue is appreciated by other potential customers who are searching for product reviews.
References:
5 Tips for Responding Positively to Negative Online Comments
Handling Haters: How To Respond To Negative Online Reviews
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