First of all, do not panic. Bad reviews create significant credibility for your positive reviews; they help your customers make a purchase decision. And most important they give you a chance to respond and show how responsive and awesome your business really is.
Negative reviews happen all the time; your task is to make lemonade from them. You should not respond to every negative review you get. However, you must step in when you are able to “own the issue.”
You answer the reviews to show that: you are paying attention to the issue; the issue and the customer are important to you; you are sorry that the problem occured and you want to help. You should communicate your desire to help and solve the problem.
Continue Reading >>