Dissatisfied customers, armed with armed with relative anonymity, spew out negativity, and their feedback can be very harsh. Business is business, but it's quite frustrating to put in the work and and then find out that people don't like it.

But on the bright side, when people leave reviews online, they give you the opportunity to respond to criticism in a way that in a way that will attract new customers. Here's how to make the most of negative reviews and turn a terrible comment into an advertisement.

Leaders must be responsible

Every day, business owners are faced with a multitude of tasks. The more tasks they can outsource to to competent employees, the better. But dealing with customer feedback shouldn't be outsourced. on someone else's shoulders.

Potential customers are much more impressed with a response from a business owner or general manager. A response from management shows that customer happiness is your priority.

Utilize more review platforms

TripAdvisor is one of the leading sites for reviews for reviews. It's hard to find a traveler who hasn't checked it out before making a reviews before making their choice. But despite its leadership, it is not the only place where reviews matter.

Here are some other platforms worth considering:

• Facebook
• Foursquare
• IRecommend.ru

The best way to find sites that are definitely worth working with is to use search engines. Just enter your company name and "reviews" in Google. The top 10 search results about you and your competitors are the sites you should be present on.

If you run a niche business, explore platforms that specialize in your industry. Such original sites can have more influence. But even if your business is not too specific, pay attention to review sites that are relevant to your industry and set aside time to respond once a week to each one. Consistency is also important.

More specifics

Most of the responses are written in a template and cause only irritation, especially for customers who have spent time time to provide detailed feedback. Such responses make little sense. And that means you have a great opportunity to stand out! Make it a rule: the more effort a customer has put into their review, the more personal and specific your response should be.

Try to avoid these mistakes:

Never use the same message twice

A copied template response will not will not benefit the customer, on the contrary, it is almost insulting. It is tantamount to This is tantamount to saying: this complaint means nothing to us and does not deserve a response.

Don't apologize for the "inconvenience"

An apology for inconvenience is not is not the same as apologizing for the real problem. On the contrary, it means that you are not going to change anything for the better. Rather, you are turning a blind eye to the problem.

Avoid the word "it" and derivatives

Every time you say "it", when referring to a problem, you're not listening well. Instead of using streamlined language use the customer's definitions. "We regret that the food was overly salty" sounds much better than "We're sorry about that."

Pay attention to the tone

Have you ever met a truly polite people? People who show respect for the other person, are kind and These are the characteristics that show you are interested in the conversation. in the conversation.

When you apologize, politeness is key. is key. If you are friendly, readers are more likely to reconsider a negative situation. Politeness and kindness disarm people, even angry and and disgruntled people.

It is better to respond to feedback immediately, and not, for example, nine months later. However, if you can't to maintain the same level of courtesy, it's best to postpone your response. Better late than never.

Always sign the answer. If you your name, it creates a more personal relationship with the customer and shows that there is a real person behind the response who takes responsibility for the error.

Honesty is the best policy

Negative reviews are not always are not always caused by your mistake or poor service. Sometimes the reason is in unmet expectations. For example, a customer may be unhappy with the price of your services or not fully understand what kind of services you provide.

In such a case, you should politely to clarify the situation. Do not speak harshly, even if the client is responsible for the the customer is responsible for the confusion. Sometimes you can take the opportunity to tell them more about the cuisine, products, or features of the dish. This way you can attract people who are willing to to pay more.

The best apologies are bonuses

The ability to properly apologize is is a necessary skill when writing responses to reviews. To change someone else's opinion, you need to make an effort and change something. Namely, you need to surprise people by going beyond the usual service.

For example, if a person complains about hair in their food, they expect to be compensated by the restaurant. To truly impress users, you need to exceed expectations, for example, by by offering the first course for free next time.

If managers behave with dignity in adverse situations, people notice. in unfavorable situations, people notice. Readers will not miss a chance to become customers of such a place a chance to become clients of such an institution because they are sure that their experience matters. matter.

Set the standard for service by responding to negative reviews

Negative feedback indicates shortcomings in your work. It's up to you to decide whether they will help your business or or hinder your business. By taking the time to address issues online, you show people how much you value you value each customer. If you take care to address each and every omission, nothing will will stop your business from growing.