Review marketing: something every business should do, but, unfortunately, not every business does. When customers leave negative or unhappy reviews from an experience they had at your business, do you really need to respond to every single one?
The quick answer? Yes! But the reason why is a little more complex, and this blog is here as a resource to help you reply to any negative reviews your business receives.
As a part of your review marketing strategy, your business must respond to reviews of all types for two main reasons:
Did you know that 97 percent of consumers read online reviews? Not only do they read them, but they trust the reviews just as much as they trust a friend or family member making a recommendation.
If customers or potential customers see negative reviews with no response, it’s likely they will choose a competitor over your business.
It’s also important to note that 89 percent of customers read your businesses’ response to those reviews, giving you another reason to make responding a priority.
How to Reply to Negative Reviews
Although it may be frustrating when your business receives negative reviews, it can actually be a learning tool.
Here are some steps you can take when responding to negative reviews:
Why Do Customers Leave Negative Reviews?
You may be wondering, why do customers leave more negative reviews than positive ones?
Well, there are a few reasons (and these reasons tie back into the steps to take when responding to those reviews).
You can learn more about these reasons and get some helpful tips from our previous blog.
Tips for Replying to Negative Reviews
Now that you know the steps to take and the reasons why people leave negative reviews, here are some tips that can make replying to them even easier:
How Review Marketing Can Help
It's extremely important to respond to negative reviews, but you shouldn't forget about your positive reviews, too!
We know that responding to reviews can be time-consuming, but that's why we're here to help!
At RevLocal, we have Renown, a review marketing management platform. With Renown, you can effortlessly manage your business's online reputation through instant text and email alerts. The check-in feature allows your business to consistently get new reviews.
Want to learn more about Renown? Request a demo with one of our digital marketing consultants today!