Do You Respond to Negative Reviews?

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Boxing legend Joe Louis once said, "You can run, but you can't hide."  Louis was referring to his opponent Billy Conn in an upcoming title fight. Some businesses believe they can hide from negative Social Media reviews by not responding; this approach will bite you in the butt.

The Internet is competitive with potential customers looking for information about businesses they are considering doing business with. Negative reviews can make or break a sale, but unanswered negative feedback can spell doom for a business.

Yelp, Trustpilot, Facebook, Bing, Merchant Circle, Yellow Pages, and TripAdvisor are platforms where customers can write reviews. With a click of a mouse, the feedback of a company can be read by millions.

At one time, you've probably ordered a product from Amazon it was only after reading the numerous reviews did you make a final decision. Reviews matter, and so does your reply to the customer. It doesn't matter if a review is positive or negative all reviews deserve a response. 

Personalize your reply don't copy and paste a generic statement. Address the customer by their first and last name and assure them their experience matters to you. Request their phone number or email address, and contact them promptly.  Once the issue has been resolved, reply again to the review expressing your appreciation for speaking to the customer.  Sincerity and promptness are elements of good customer service.

Monitor your Social Media pages and set up a Google Alert for your business's name to keep abreast of who's discussing your company.  Providing excellent customer service can make a business, but mediocre customer service can break a business.


Hendrix Nowells - Social Media Manager

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