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Do you suck after reading a bad review? Everyone does right..

But you do not to be.

Because it provides you an opportunity to grow and it could work as a stepping stone for your better future.

Indeed, reputation management in the present era of Social Media is a necessity in the context of relevance and credibility. In ORM, one of the important components is to deal with negative comments and reviews made online.

In this blog, you will read about –

• How to respond to negative comments in ORM? 
• Why responding to reviews matters?
• Learning from negative reviews 
• Examples of negative reviews
• Conclusion
• FAQs

How to respond to negative comments in ORM?

The first thing that needs to be done in handling negative comments is to remain calm. Because your response will be visible to the public. Remember, it is easy to get emotional but it is important to remain calm. Breathe in and out calmly and try to reason out the problem.

✅ Stay calm and professional

The tone of the respondent’s response should be polite and understanding, this is because the customer can be sensitive about their problems. 

✅ Acknowledge the Issue

Make sure they know that you have read their comment and you understand why they are frustrated. This goes to prove that you do not take the issue lightly and are up for correcting it.

✅ Apologize Sincerely

If the negative comment casts you in a bad light or if it in any way shows that you were at fault in some way then accept that you were wrong and make your apology very genuine. A general apology such as “We apologize for the inconvenience” works best when used to bring down tension.

✅ Offer a Solution

Try to give a solution or an offer that can help to compensate for the occurred misfortune. This could have been in the form of refund, replacement of the item or even given a discount on the next products. Therefore, the recommended approach is to assure the customer that you are willing and able to make the necessary corrections to fix the problem and make the client happy.

✅ Take the Conversation Offline

It is their right to get a public response but whenever possible it is best to transfer discussions that are detailed to the personal level. If possible give the customer the directory number or ask the customer to send the complaint privately to sort the issue.

✅ Follow Up

After solving the problem, it is recommended to reach out to the customer and request an assessment of the service you have provided relative to the mistake made. Apart from this, it also tells the person, we care and can change the unpleasant experience to a pleasant one.

Why Responding to Reviews Matters

Responding to negative comments provides a potential customer the perception that you are not only a good listener but also aim at giving the best services.

🎯 When mistakes are admitted it portrays a kind of honesty which is highly valued in today’s society hence a positive aspect to any brand.

🎯 A well-handled response can turn a dissatisfied customer into a loyal one.

🎯 Negative reviews often highlight areas where your business can improve.

Learning from negative reviews 

👉 Identify Common Issues: If specific issues are touched in the negative comments repeatedly then it is high time you focused on these aspects of your business.

👉 Improve Products or Services: Give feedback with the intention of improving the next product or service you are developing or producing. This is an effective way of preventing any negative reviews to be made in the future.

👉 Enhance Customer Service: It is also noteworthy that negative feedback also reveals deficiencies in the organization’s work in the field of customer service. You can use it in training your team members and correcting the way they handle customers.

Examples of Negative Reviews

To illustrate the importance of handling negative comments effectively, let’s look at a few examples:

⭐️ “The product arrived damaged, and the customer service was unhelpful.”

Response: “We’re sorry to hear about your experience. Please contact us so we can make this right for you.”

⭐️ “The food was cold and the service was slow.”

Response: “Sorry for the inconvenience this has occurred, here is our promise to make it right for you. You can talk to the manager to get a complimentary meal.”

⭐️ “I never received my order and nobody is responding to my messages.”

Response: “We are very sorry for the delay and lack of communication with you. As soon as you contact our support team, we will work on solving this issue.”

Conclusion 

Thus, the response to the negative comments in ORM is not merely the case of mitigating adverse consequences. It offers the perfect chance to show your dedication towards the clients and concern to their complaints. 

Thus, at TheManinderShow, we admit to checking reviews and addressing them appropriately so that you can transform negative feedback into benefits which will help in improving the brand’s image.

FAQs –

Q) What if the negative comment is false or misleading?

Ans. Respond calmly and professionally by providing clear and factual information to correct any inaccuracies. Avoid being confrontational and instead of that focus on clarifying the misunderstanding and offering assistance.

Q) How quickly should I respond to negative comments?

Ans. Aim to respond as quickly as possible basically within 24 hours. A quick response shows that you value customer feedback and are proactive in addressing concerns.

 Q) How do I handle a negative comment that is unfair or overly harsh?

Ans. Respond with empathy and professionalism. Acknowledge the person’s feelings and provide factual responses if necessary. Also, try to discuss the matter privately.