You should always respond with professionalism when a client leaves a poor review of your business. Negative business reviews are part and parcel of growth. They should be handled with respect, to prevent any negative publicity that may harm your brand.
Writing a negative review sample isn't always easy, especially if it's your first time responding to one. There are a number of things you can try to ensure that the response you give is not only effective but also doesn't have a negative impact.
Acknowledge that the reviewer has had a negative experience. This is an essential step when you respond to a bad review. It shows that the reviewer was truly sorry.
Apologize promptly and clearly, and keep your explanation concise (long ones are a turn-off).
Propose a resolution offline: If you can't resolve the issue directly online, offer to schedule a one-on-one meeting with your unhappy customer to discuss their specific situation. You can then determine the cause of the customer's dissatisfaction, and take the appropriate steps to improve the situation.
Personalize your answer: If you are able to, include the reviewer's first name and something that was said by them in the review. This shows that you've read the review. It also shows your interest in solving the problem.
Compensate for the customer's pain: If you can, compensate the customer for their time and effort in a positive manner. It can help reduce the number of bad reviews you receive and even make them stay loyal to your brand.
By including key phrases in your response, you will be able to get your review listed in search results. This will make your review visible to potential customers searching for services similar to the one you offer.
Include a Thank-you Note: It's nice to know that someone enjoyed your company or products, and a simple thank-you is an extra gesture. By adding your company's name, address, and website to the letter, you can further emphasize your gratitude for the reviewer's feedback.
Follow-up: You should respond to any negative reviews that come in. However, you can also follow up on positive reviews. You will be showing them that you care about their opinions and take their feedback seriously.
Encourage them to tell their story. This can be achieved through social media, emails, or telephone calls.
It's okay to have a bit of fun. Humor can prevent your response being interpreted as aggressive or sarcastic. In fact, a sarcastic response can be a sign that you're a fun and friendly company that takes customer feedback seriously.