The following is a sample for Response Letter to Negative message regarding the impairment that appeared before you.
When it comes to customer feedback, responding to negative reviews isn’t always fun. But, it’s not an option either.
A business needs to manage their reputation, and responding to online reviews (positive or negative) is critical to solidifying your reputation.
89% of consumers read businesses' responses to reviews
There’s a number of things to consider when responding to negative reviews on Google, Facebook, Yelp or similar review sites. We'll go over 6 key things to consider when replying to negative customer feedback, and provide 6 examples of how you can respond if someone leaves a negative review of your business. Keep in mind that each review response should be personalized and canned responses should be avoided. Please use these examples as a guide for your own responses, and let's turn those frowns upside down!
96% of 18-34-year-olds read review responses.
While it can be difficult, maintaining the integrity of your business is an important part of reputation management. Online reviews are trusted by almost 90% of consumers and just as many read the responses businesses provide to those reviews.
When responding to negative or bad reviews of your business remember to keep be prompt with your reply and professional. Provide a public response and when suitable suggest taking it offline. Once resolved return to the online review and thank your customer for allowing you to fix the situation.
Keep in mind that less than five percent of dissatisfied customers ever take the time to mention why they’re unhappy, they simply disappear. This means the unhappy customers that are sharing are doing your business a favor; this way you can fix things and avoid future issues.
With the right techniques, you can turn negative feedback into a 10 best techniques and examples of giving negative feedback to your employees. for our FREE 7 days email course: Short Leaderships Tips for Managers!.
Thank you for taking the time to tell us about your unfortunate experience with the Springfield Fire Department. I am sorry to hear about your losses in the house fire, and I regret that you were not satisfied with the performance of our fire fighters. I have scheduled a meeting with the Fire Chief and the Battalion Chief from the main station to discuss your comments.
We are particularly concerned about the delay in response time, and we will be investigating the details of the fire in the coming weeks. We have a firm commitment to the citizens of Springfield to make this fire department more efficient at the job of saving lives and property. Thanks again for your helpful suggestions on ways to improve our record.
Jane Doe alerted me to your letter regarding the freshness of the vegetables we serve. We always appreciate comments from our customers so we can serve you better. I will personally look into what caused your concern last week. We make it a high priority to buy the freshest vegetables available and present them as fresh as possible on our customers' plates. If we disappoint someone, we want it to be the last time. Thank you for going to the trouble to write us.
I was saddened to learn of your negative reaction to my seminar. I strive to reach everyone who has an interest in personal productivity, but I understand that for some my method may be incompatible with their own. Your comments will certainly help me, as I am constantly revising and redesigning the seminar. It is my goal to provide something that can help everyone who is interested in personal productivity. Thank you for your comments.
Thank you for contacting me regarding your bad experience aboard my charter fishing boat, Sweet Jane. My crew, as you surely understand, cannot control the weather or the whereabouts of the fish. We can, however, control our language. I have gotten the assurance of the crew that they will refrain from using profanity when clients are aboard. I apologize for the distress this may have caused you. Thank you again for your comments. We hope to serve you again.
Bad reviews can feel like a punch in the gut, but a strong comeback can actually make them work in your favor.
Here at Userlike , review platforms like Capterra and G2Crowd are an important source of qualified sign-ups. It's only logical that people largely base their decision on what other people are saying.
Responding to reviews – good and bad – is one of the core responsibilities of customer service . In this guide we'll share the principles our team developed for dealing with bad reviews. To begin, let’s clarify why you should welcome public criticism in the first place.
In today’s digital landscape, many people have developed a healthy scepticism toward positive reviews. Rather than reading the potentially fake five-star review, they focus on a few moderate to bad reviews, hoping for a more realistic picture of the product or service.
If nobody hates you, you're doing something wrong.Dr. Gregory House, House
If a company doesn’t have a single bad online review, it quickly lands on the “too good to be true” radar. It just doesn’t seem trustworthy. You might know this from your own experience, but it’s also reflected in a study by the Northwestern University’s Spiegel Research Center .
So, there's no reason to fear a couple of bad reviews.
Customers understand that things can't be perfect 100% of the time. What they do expect is for companies to take responsibility when things go wrong.
A 2018 review survey by Bright Local found that 89% of people researching your business will read your response to a bad review. Your side of the story matters.
A thoughtful response to a bad review is more than self-defense and reactionism. It’s an opportunity for your company to show personality and care. The company gets a face and becomes relatable.
Your response is a chance to make things right with the complaining customer, and win over all the other readers who stumble across it.
Negative feedback hurts. But in order to write a smart response to a bad review, your head needs to be clear.
Breathe. Relax. Remember that a bad review only reflects a single experience in which expectations weren’t met. It’s one opinion, not a life sentence.
The first step after reading a bad review about your company is to find out what exactly happened. Do some proper internal investigation to get the full picture.
If your employees were involved in the scenario, again, objectivity is key. They might be emotionally charged when they tell you their side of the story, so try to see the events from your customer’s perspective as well.
Write your response in an objective state - rage-free. At best you'll win over an angry customer ; at worst you'll show all review readers that you take criticism seriously.
Another important principle when responding to bad reviews is to take ownership. If you were in the wrong, admit it and apologize.
A 2015 customer rage study showed that only 37% of upset customers were satisfied when offered a monetary remedy. When the business offered apologies on top of the credit, however, satisfaction increased to 74%.
There is an exception to the rule. Don't apologize if your company obviously didn’t do anything wrong. You can still show empathy by saying you're sorry that things didn’t work out, but clarify that the source of their dissatisfaction wasn't your company. This isn't to defend your ego, but to clarify to potential readers that the low rating doesn’t reflect your service or product quality.
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To give an example from our own experience, in some bad reviews people complain that our live chat software doesn't offer a specific functionality, like video calling.
That is a conscious choice from our side, because video calls don't fit in our philosophy on customer support, and we don't advertise anywhere that we offer this feature. It's unfair to judge pasta for not being pizza, but sometimes that’s exactly what people do. In such a case, we would reply that we're sorry that we weren't the solution they were looking for, and explain our reasons for not including that feature.
"Sorry" alone doesn’t make for a good apology. A 2016 study conducted by Ohio State University and Eastern Kentucky University found that an effective apology is both empathetic and specific .
Show that you understand the consequences of the customer's individual experience. Maybe she couldn’t get an important job done, maybe it caused stress at work. Add a phrase along these lines:
Some critical reviews will also include positive comments. But due to the negativity effect , readers will naturally be more sensitive to the negative aspects of the review. In your response, it doesn’t hurt to highlight the positive.
Thanks for your stay with us and for sharing your experience with other travelers. We were pleased to read you liked the size of the room, but were sorry to hear there were some issues with the temperature. Please rest assured we have addressed this with the team to ensure we improve on this.
Secretary Guest Relations
In this example the hotel staff first touches upon the positives in the review – the size of the rooms. The criticized temperature issue seems relatively minor and easy to fix.
If the reviewer doesn’t provide you with such little gold nuggets, you still have the option to slide in some self-praise – if accurate.
Giving a reason doesn’t change what happened, but it will influence whether people accept your apology. This can be explained by the phenomenon of the because justification.
An experiment by psychologist Ellen Langer showed that when people are presented a reason – any reason – they would most likely accept the asked favor. In her study, a test subject asked people who were about to use the library printer if he could cut in line, first without giving any reason. Only 60% of people agreed in this scenario.
When the sentence, “because I need to print,” was added, the number rose to 93%. With a more solid reason like “because I’m in a rush,” acceptance increased to 95%.
The reaction of a caught-by-surprise library visitor might differ from the reaction of an angry customer, but solid reasoning will still improve the acceptance of your reply. It shows that you care enough to explain what went wrong and allows your customer to empathize with you.
A 2013 Bazaarvoice study supports this assumption. Seven out of 10 consumers changed their opinion about a brand after the company replied to a review. And 41% of consumers said that brands replying to reviews make them believe the company really cares about their customers.
This is your customer’s favorite principle when you respond to their bad review. The 2015 customer rage study conducted by Dialogdirect suggests that the satisfaction rate nearly doubles if customers are offered a monetary remedy – like money back, free replacement or a discount on the next purchase.
Consider the importance of your concession. It's crucial that your team knows which remedies to offer in what situation. It feels nice to spoil your customer, but the costs for your redemption have to stay within reasonable bounds. It's about finding a balance.
A best practice is to offer the customer two options that she can choose from. It creates a feeling of empowerment, which in turn makes for a more satisfying experience.
The aforementioned concession can be part of the solution, like if the product breaks after two weeks and you replace it with a new one.
Regardless of what your solution looks like, clearly communicate what you are doing to solve the case.
Be specific and instructive, but don’t promise what you can’t achieve to avoid disappointing the customer twice.
What did you learn from this review? Which action steps for your business can you deduct?
It’s obviously important that you do anything in your power to avoid the same mistake from happening again. Otherwise the best complaint management system will not help you.
In most cases, it’s a good idea to include your new insights in your response to the bad review. It shows both your angry customer and review readers that you take action and they won’t be confronted with the same problem again.
A "Thanks for the feedback" can go a long way and is always a healthy component of your response.
Expressing gratitude is more than a platitude if you look at the feedback as a gift: You just got free, honest feedback - which is usually not easy to come by. (We talk about dishonest feedback later, because that’s a whole different story.)
It goes without saying that you would prefer your customer to discuss issues with you in person, but even an overly emotional online review might contain a bit of insight. Negative feedback can shine light on blind spots and be a wake-up call for you and your team. Share this appreciation with your customer, either right at the beginning or at the end of your response.
A ReviewTrackers study found that 52 percent of customers expect to hear back from you within seven days after posting their online review.
With any review process, speed is paramount, as is placing yourself in the position of the customer first.Lee Wilson, Vertical Leap
Considering that an unanswered bad review doesn’t shed the best light on you, it’s recommended to keep the time span as short as possible. One to four days is a reasonable goal for your service team.
I am very sorry to hear that you are not satisfied.(Empathy)
For offline response collection, the successful operation of our app is dependent on a number of factors, such as the cache and private browsing settings and the version of the browser. These critical factors were not sufficiently communicated to you.(Reasoning)
Given the impact that this can have, we have adapted our documentation and we will make sure to communicate this very clearly to future users.(Change)
As for the issue resolution, we try our best to solve issues within the shortest time. I understood your issue was solved 3 hours after its discovery. It is true that we do not foresee 24/7 real-time support in our standard plans. In our experience, the level of support that we provide is sufficient for most users.(Reasoning)
That said, a 24/7 hotline is certainly a specific support option for us to consider in the future, for users who need real-time support during trade shows or events.(Change)
Wishing you all the best, Stefan (CEO at SurveyAnyplace )
Thanks for sharing your feedback, both positive and constructive!(Gratitude)
I apologize that we did not exceed the standard you received during previous stays. I understand that this was especially upsetting considering you spent your anniversary with us.(Empathy, Responsibility)
I am glad to read that the hotel staff surprised you with a bottle of wine and provided great service.(Balance)
Your comments have been discussed at length with the responsible team leader to ensure the hotel maintains its high standards.(Change)We hope you will visit us again soon and would like to offer you a $100 voucher towards your next booking.(Concession)
You’re right, this is unacceptable. I understand that a birthday party without a functional sound system is a nightmare. If you allow me the chance to speak with you I would like to make it up to you.(Empathy, Responsibility, Change)
My number is [phone] or you can email me at [email].)(Solution)
I’m genuinely sorry this happened and look forward to speaking with you.
I’m Will, the store manager at Waffle Wonder. We deeply apologize for the inconvenience that we have caused you. I wouldn’t want to eat a cold waffle either!(Responsibility, Empathy)
If you allow me to explain, we had a few servers calling in sick that Sunday and a huge party order coming in at last notice. This caused a line up and we couldn’t deliver our delicious waffles as hot and fresh as we usually do.(Reasoning)
Please visit us again. We’d love to make it up to you by offering a discount coupon for the troubles that we’ve caused.(Concession)
Here are some markers that hint at a fake review:
What's more, some reviews are real but obviously below the belt. You might wonder if there is any chance to remove fake or unfair reviews from a rating platform.
The good news is that companies are not at the mercy of angry, emotional customers. There are indeed some ways to remove a bad review. Reputation management is specialized on this very topic and gives you the exact action points you can take on different rating platforms to get the review removed.
Unfortunately it can be quite a long and complicated process, especially if you are dealing with big institutions like Google or Facebook. The easiest way to remove a bad review is to impress your dissatisfied customer with exemplary complaint management skills, such as the ones we describe in this post. If your customer is happy about your response and the solution you offer him, he might delete his bad review on his own terms.
If all attempts fail, there is still another path to go: cushioning the bad review in many good ones. Incentivize your happy customers if they leave you an honest review by offering them a coupon or free delivery with the next purchase.
The purpose of constructive feedback is to reinforce positive behaviors that boost employees' performance or to do away with negative behaviors that.
Negative reviews, left by unhappy customers, present a serious problem for almost every business. When customers leave a negative review, it's a sign of broken trust.
It feels like an accusation.
A proclamation stating that your organization failed to deliver as promised. Should you respond? If so, what's the best way?
Let's take a look.
J.M. Rensink, researcher at the University of Twente, discovered that there are seven motivations behind positive and negative word-of-mouth. Today, we'll focus on the negative.
Namely, why customers leave negative reviews.
1. Vengeance. This customer has had a bad experience. They feel you've wronged them in some way and they're out for revenge.
2. Anger/anxiety reduction. This customer is trying to self soothe. They're looking for a way to vent, to purge, relieve or reduce the pressure from their negative emotions.
3. Solution seeking. These customers have a problem but feel they can't trust their company to fix that problem. They reach out to reviewers and prospective buyers for advice, multiplying your problem.
4. Altruism/teaching. These customers are simply reporting the facts as they see them. They're focused on sharing their experiences with the public at large whether those experiences are positive or negative.
5. Message intrigue. These reviews can be positive or negative. They're triggered by external activity (e.g. ads, commercials, or a public relations disaster).
These details inform and educate.
Prospective buyers use these negative reviews as profiling tools. They're resources buyers can use to evaluate your business quickly. With that in mind, let's take a look at our first response template.
This customer isn't looking for satisfaction. They don't want a resolution to the problem. Their focus is uncomplicated. They want to hurt you. The more damage they're able to produce, the better.
Here's an example:
Whether you're responding to negative reviews on Yelp, Google, Respond quickly, show that you're in tune with customer feedback and that you're an active participant in your business. “Don't email someone every day and say “Leave a review. If you're not sure, try to look at a few examples first.