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Big guide on how to manage positive and negative reviews to make customers choose
your brand

Online reputation is very important for brand promotion. One negative review on the Internet can do a lot of harm to a brand, and a positive one, on the contrary, can increase loyalty
and attract the attention of new customers. Today, 79% of consumers state they trust online reviews as much as personal recommendations from friends or family.
0
Don't ignore reviews
This is universal advice at number "0" because it applies to any review — positive, negative, neutral, and even without text. If the client entered into communication, it definitely needs
to be continued. Even if you receive negative feedback, you need to calmly admit to yourself
that your company is not perfect — and you, and the team, and partners can do something wrong, and that's okay. The main thing is to treat negativity correctly: to think about how to solve the client's problem and use his feedback to grow the business.

From a negative commentator, you can grow a neutral, and from him a positive or even admiring one :)
RocketData and the Vita pharmacy chain have a case when a client changed his review after the company corrected an unpleasant situation. This is how competent review management works.
According to the research, companies that responded with at least 32% of reviews increased their conversion rates to customers by 80% compared to those who responded with only 10%
of reviews.

How to manage negative reviews

1
Answer without emotion, with restraint and courtesy
We understand how difficult it is to resist when a negative review comes to the company's listings in the location-based services or in the comments on social networks, we want
to get angry and immediately enter into a skirmish. But in the end, this can only aggravate
the situation and you will lose a client (and possibly others who will see this "dialogue").
2
Introduce yourself and contact the reviewer by name
if specified in the profile. It is better to avoid general phrases like "dear client", "dear guest", "hello". Show the client that you are contacting him personally and that you are solving his specific problem.
In this review, a company representative refers to the client by name and provides contact information
for communication
3
Thank for the review, even the negative one
It is necessary to show the client that his opinion, even a negative one, is important
for the company. For example, "Thanks for the feedback! Your opinion is valuable to us,
we will do our best to correct our mistake."
4
Apologize
The best way to properly respond to negative reviews and win over an unhappy customer
is to admit the mistake and apologize. Even if the error was minor. Often, after an apology
from an official brand representative, the client is more willing to accommodate.
Show that a mistake is a growth point for you, and it's great that a user helps the company grow.
5
Invite the client to a dialogue
Ask the client for a phone call, email, or even a face-to-face meeting to resolve the issue.
This will help to more quickly resolve the conflict. For example: "Please leave your phone number so that we can contact you and fix the current situation.".
An example of a response to a negative review, in which the company invites the client to dialogue
6
Take a second chance
In response to negative feedback, tell the customer that you are ready to correct your mistakes and improve the quality of the service or product. Show that your company will be happy
if the client contacts you again and gives you a second chance.

If your company really made a big mistake, try to iron out the rough edges and offer a bonus —
a discount, discount card, loyalty card or free additional service (delivery, promotional code).
Try to correct the customer's impression of your company so that he or she wants to come to you again
7
Keep promises
It's not enough to simply respond to customer reviews; you need to use the feedback to improve your product or service. In response to customer feedback, describe what you have already done or are planning to do to remedy the situation. It is important for people to understand how
the problem was solved: for example, you replaced the terminal, talked to a boorish waiter, returned money for a low-quality product.
Tell how you plan to correct (or have already corrected) a negative situation
Negative Review Response Scheme:

Step 1. Greeting and addressing the client by name.

Step 2. Indicate your name, position and contacts.

Step 3. Thanks for the feedback.

Step 4. Apology for the current situation.

Step 5. If it is not your fault — explain the situation to the client. If you are guilty — invitate to further dialogue by phone number or e-mail.

Step 6. Steps that you have applied or are planning to apply to remedy the situation.

Step 7. Optionally — compensation and a bonus, so that the client gives you another chance.

How to manage positive reviews

1
Thank the client and tell why
So that the response to a positive review does not look too dry, it is better to personalize it:
for example, "thank you for noting the work of our waiters", "thank you for choosing our store!",
"We are glad that you noted the work of our salon, we are waiting for you again. "
It is important that the company does not forget to thank customers and tries to do it individually
2
Use keywords when replying
Use your company name and other keywords in response to positive reviews. This will help
them reach the top spots in search results. By specifying the name of your company in a positive response, the search engine is likely to show this review to the user who entered your company name in the query.
The store does not miss the opportunity to mention the name of the company in response
to a positive review
Important! This life hack should not be used when responding to a negative review,
so as not to get into the search results with your company name connected with negativity.
3
Mention details in your review
Doing so will showcase engagement and once again highlight the positive details from the review about your company.
The store representative carefully read the review and noted important points from it in the response
4
Encourage the client to contact your company again
At the end of your response, add a call to action: invite to come back to the company again
or try other products or services. Responding to a review is not a formality. This is a real opportunity to offer a person to use additional products or services of the company.

Tell about new products or upcoming promotions so that the client wants to come back to you.
The representative of the beauty salon invited the satisfied client to a further visit, telling about
the new loyalty program


5
Speak the customer's language
If a person wrote a detailed and enthusiastic review, then he obviously expects not a short
"Thank you!", But the same detailed answer. In some cases, even slang is appropriate if your target audience uses this Tone of Voice.
We hope you will use our recommendations and leave only the most pleasant impressions
of your company with your customers.
Of course, you can independently monitor reviews about your company and respond to them from various sources. Or you can connect RocketData, which will collect your reviews in a single interface on a daily basis, send notifications about them, and also provide an account
for convenient responses to reviews and many other additional reputable products.