Respond with no delay

Responding immediately to a negative review demonstrates that you really value, and care for the customer.

If your product or service has truly been substandard, then do not shy away from speaking to the customer or even apologizing.

Offer the customer a replaced product. If it is a service, offer the disgruntled customer a free service.

This way businesses can reassure the customers, who could either delete the negative review or revise the negative review by giving a positive review.

Respond privately and Resolve the issue

• Most review sites allow businesses to join their sites and allow you to send messages to reviewers. So send a private message to the reviewer who gave negative comments.

• Be polite, thank them for using your business. Take into account all the concerns of the customer who has negatively reviewed.

• Recommend the customers to visit your business, promising the best products or services.

Contact the review site

• Contact the review site and request them to delete the negative reviews.

• However, it has to be realized that most review sites take no cognizance of such requests made, as it is contrary to their policies.

• Nonetheless, there are instances where the review sites have deleted the negative reviews in cases where business competitors post a review with a mala fide intent.

Encourage customer reviews

• Encourage fresh customers to give a review; this is one way of offsetting or counterbalancing the negative reviews.

• Do not out rightly ask the customer for positive reviews, though it can be done subtly.

• Add a message to invoices or receipts, requesting customers to drop their valuable review.

• You can also put signs, window stickers, etc. at your business place, earnestly requesting the customers for a review.

Negative reviews -a blessing in disguise

• Taking an instance where all reviews posted are positive, praising your products and services.

• Won't the potential customers who read the reviews grow suspicious that the reviews are "manufactured" and are a ploy to deceive them into purchasing the service or product?

• Considering this, a few number of negative reviews aren't bad as such, and will only build trust and confidence.

• So just be relaxed when you receive a few negative reviews that are only a tip of the iceberg.

Track your online presence

• This way you can keep a watch on what customers are saying and where they are saying.

• Monitor your online reputation using the tools like Review Trackers, Social Mention or Reputology.

• Register with sites like TalkWalker, which sends email alerts. Also, consider setting up Google Alerts.

• Make use of social media management tools that contain built-in monitoring abilities. Some of such tools include Sprout Social and Hootsuite.

Share customer reviews with your employees

• Ensure that all the working members of your organization are aware of the reviews.

• Bring it to their knowledge about both the negative as well as positive reviews.

• This way the employees can analyze, self-assess and make amendments accordingly when attending the customers.

• This will also strengthen customer-centric mindset among the employees.

Strengthen rankings of the Review site

• This method can be used when nothing can be done with the negative reviews.

• As there would be review sites where you get exceptionally good reviews. Increase rankings of such sites using SEO techniques.

• Promote the web pages having positive reviews from your website or social media pages by giving links. In this way, you can increase the search engine ranks of those web pages.

Formulate a strategy to deal with threats

• Aware of the fact that the success of any business, these days, depends on customer reviews, some customers threaten the business owners of bad reviews in case their demands aren't met.

• Dealing with bullying tactics of such customers has to be done very thoughtfully.Either make an appropriate deal with the customer or, if it is an extreme case, explore options to drag him/her to the court of law.

• However, be aware that legal recourse eats into your two valuable resources – time and money.

Customer satisfaction – The foremost of all

• Take utmost care to satisfy the customer needs.• Get feedbacks from customers, make a periodic assessment

on your products and services being offered.• Be always polite, humble, and cater to any need of the

customers.• Hence, effective customer-friendly measures will eventually

bring good customer reviews.

Thank You

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