As a business owner, negative reviews will make you skip several heartbeats. Realistically no one wants to see a rating below 4. The key is to not be scared and work with what you get.
A 2 star review or higher is usually used when a client sees room for improvement while a 1 star review may be due to a particularly bad experience. Both can seem devastating but negative reviews are in fact opportunities to showcase your customer service and show to other potential customers that you are professional, rational, and can acknowledge mistakes and that you strive to provide a good customer experience.
Dealing with 2+ Star Reviews
This tells you that the customer wanted to like your brand/business/service but there were some issues. These reviews will often come with longer explanations. The client spent a lot of time providing you with the feedback, and the missing stars represent your opportunity to improve. In these situations, the best thing to do is to take their review at face value and thank them for their honest opinion. If applicable, offer them to resolve the issue via private channels in hopes to coming up with a solution.
Dealing with 1 Star Reviews
The golden rule is that you start by apologizing for their bad experience. Yes, even if you dealt with that customer yourself and you think they are 100% wrong. This is the first step to turn down the heat a little. A calm explanation should follow after the apology along with an invitation to contact you in order to resolve the issue.
If the issue cannot be resolved to a customer’s satisfaction, then work with them to find an alternative solution. Dealing with negative reviews in such a manner, shows the client that you are willing to go above and beyond to resolve a customer’s complaint.
No matter what, never ask the customer to retract their review or amend it. However, if they ever do after a resolution, make sure to thank them.