Overview

Receiving a negative review for your business can be upsetting, but if handled correctly you can effectively turn a negative experience into a positive one. 

The Respond to Reviews feature begins on our Premium Plan

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Being transparent with your customers

When you first receive a negative review its important to: Not be alarmed, worried, upset, and or to take it personally. In fact, a negative review is often a good thing... and here's why:

A mix of good and bad reviews also demonstrates a brand’s transparency. 82% of consumers look specifically for bad reviews. That's right, they comb your review profile looking specifically for the bad ones. Why? Because they want to see what could have gone wrong, and what you did to correct it. If they see a 2 star review about someone receiving the wrong order, they won't judge you too harshly. People understand that mistakes happen, and customers are far, far more forgiving than we think. In fact, they will value you more for being willing to display negative experiences openly. 

Remember, transparency drives trust, and trust drives sales.

When it comes to having a review collection that boosts sales... authenticity is king, and true authenticity will contain some bad reviews.

If you really want to make the most out of negative reviews... we recommend responding to them. If someone has a bad experience, do your best to make it right, then publically post how you were willing to help them.

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Responding to negative reviews

Within your moderation area there is a button called "Respond". When you click this button it gives you the opportunity to send a message to your customers ~ responding to their feedback. 

The respond feature not only sends the customer a quick message, but it also gives them the opportunity to change their negative review into a positive one. From this email, they can change their rating and review text. 

We highly recommend following with any customer who has an issue, and we also believe its good to follow up when they leave a good review as well. Customers want to feel appreciated, especially for taking their time to write you a good review. 

We currently support Public Responses, meaning when you respond it's shown publicly on your Profile Page and on your site (depending on your trust element). 

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Guidelines for responding to negative reviews

  1. Don't be defensive - Never attack the reviewer or call them out. Be patient and understanding
  2. Don't call them a liar - Never dispute any facts in public. Always speak as if everyone is listening and never attempt to paint the reviewer in a negative light, it will only hurt your overall image and brand
  3. Always take the higher ground - Never stoop to the level of an irate reviewer. When you act more maturely and professional, you win in the long run
  4. Always apologize, no matter what - No matter the situation, always apologize professionally and tell them you want to do whatever it takes you make it right. Potential customers will see this and respect you
  5. Follow the H.E.A.R.D. customer service model:
  • Hear
  • Empathize
  • Apologize
  • Resolve
  • Diagnose

Important: TrustSpot does not remove bad reviews. Not only does it go against our mission statement of delivering honest, verified reviews, but it doesn't help your business. As explained above, poor reviews are crucial to brand and reputation building. People value a bad review addressed professionally far more than a 5-star review. Embrace your negative reviews as an opportunity to shine.

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Have a question or need support responding to customers? 

Please contact our support team from here.

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