Brand developmen, Brand Management, Digital Marketing

Would You Confront Or Respond to Negative Reviews?

Just a single negative online review can bring jitters to business owners. Doesn’t it?

If you are a business owner, you would be aware most online reviews come with a notion of defaming your business, and unfortunately, no matter how well you manage your business, some of the reviews are going to be negative.

However, all negative reviews do not come from genuine customers, but from online bullies. Such people have nothing to do with you, your business or brand, they just randomly pick-up a brand just to provoke ugly conversations.

So, the question is – Would you confront or respond to negative reviews?

Most businesses having an online presence have little idea of how to meet and resolve this short-term trial. 6 out of 10 businesses either ignore or search ways to get the negative review/s removed from online platforms which seldom helps the brand in retaining its reputation.

As a matter of fact, the brands start losing credibility in the market. Not responding to or putting efforts to hide genuine negative reviews affect both – online and offline sales in the long run.

Businesses should understand the importance of reviews – positive as well as negative ones. While it is easy to acknowledge positive reviews, it is the negative ones that need active attention.

We recommend responding to genuine negative reviews because they offer an opportunity to enhance brand reputation. While on the other hand, we suggest not to confront to adverse reviews targeted at your business since fake reviewers or bullies seek every opportunity to defame your business.

Here are few suggestions that will help you decide your action:

  • Make sure you are paying attention to reviews.
  • Determine if a response is required. Most reviews do not require you to respond.
  • Check the information provided by the reviewer.
  • Decide how to respond – publicly or through an email or direct message.
  • Respond as soon as possible.

Before you rush to check and respond to reviews on your business, keep the following in mind:

  • Never be rude. Be polite and professional.
  • Address valid concerns only.
  • Don’t allow online bullies draw your unwanted attention.
  • Be direct and to the point.