Breaking Down This Video

As a small business owner, receiving a negative review can feel like the end of the world. It makes you question what you could have done differently to make your customer happy. It can also impact the number of consumers that click on your business.

So, what should your next steps be?

This video has you covered! One of our senior digital marketing strategists, Leah Fraleigh, is here to present five tips to help you respond to negative reviews. 

To summarize what we've learned:

1. You must take a few minutes to cool off before you respond to a negative review.
2. Take the appropriate amount of time to respond. Twenty-four hours is the perfect amount of time, but do not wait longer than a week.
3. It's crucial to "be the bigger person" when replying to your business's negative reviews and always apologize. Invite your reviewer to call you for additional feedback on what you can change to keep their business.
4. Your customers will care more about five positive reviews than one negative review, so always ask your happy customers to leave you a review. Chances are they'll take the time to do so.
5. While it's disappointing to receive a bad review, use it as a way to better your business.

For more information on review marketing, check out these resources:

• Free Webinar: How to Build a Review Marketing Strategy
• How Much Are Online Reviews Actually Worth?
• How Many Reviews Does Your Business Actually Need?