Defending Yourself Against a Malicious Review for a Service Rendered

Bad reviews can feel like a punch in the gut, but a strong comeback tin actually make them piece of work in your favor.

Here at Userlike , review platforms like Capterra and G2Crowd are an important source of qualified sign-ups. It'south only logical that people largely base their determination on what other people are saying.

Responding to reviews – good and bad – is ane of the core responsibilities of customer service . In this guide nosotros'll share the principles our team adult for dealing with bad reviews. To begin, allow's analyze why you should welcome public criticism in the get-go identify.

Bad reviews are skillful

In today'due south digital landscape, many people have developed a salubrious scepticism toward positive reviews. Rather than reading the potentially fake 5-star review, they focus on a few moderate to bad reviews, hoping for a more realistic pic of the product or service.

If nobody hates you, you're doing something wrong.

Dr. Gregory House, House

If a company doesn't have a unmarried bad online review, it speedily lands on the "too good to be truthful" radar. It just doesn't seem trustworthy. You lot might know this from your own experience, merely it'southward also reflected in a written report by the Northwestern University'south Spiegel Research Center .

And then, there'southward no reason to fear a couple of bad reviews.

Customers understand that things tin can't be perfect 100% of the time. What they do expect is for companies to take responsibility when things become incorrect.

A 2018 review survey past Bright Local constitute that 89% of people researching your concern volition read your response to a bad review. Your side of the story matters.

A good response is more harm control

A thoughtful response to a bad review is more than than self-defense and reactionism. It's an opportunity for your company to show personality and care. The company gets a face and becomes relatable.

Your response is a chance to make things right with the lament customer, and win over all the other readers who stumble across it.

The principles of responding to a bad review

1

Objectivity

Negative feedback hurts. But in order to write a smart response to a bad review, your head needs to exist clear.

Breathe. Relax. Call back that a bad review simply reflects a single feel in which expectations weren't met. Information technology's one opinion, non a life judgement.

The outset footstep afterwards reading a bad review well-nigh your company is to find out what exactly happened. Do some proper internal investigation to get the full film.

If your employees were involved in the scenario, again, objectivity is central. They might be emotionally charged when they tell y'all their side of the story, so try to see the events from your customer's perspective too.

Write your response in an objective country - rage-free. At best you'll win over an angry customer ; at worst you'll bear witness all review readers that you take criticism seriously.

2

Responsibleness

Another important principle when responding to bad reviews is to take buying. If you were in the wrong, admit information technology and apologize.

A 2015 customer rage report showed that just 37% of upset customers were satisfied when offered a monetary remedy. When the business offered apologies on elevation of the credit, however, satisfaction increased to 74%.

Example phrases:

• "I apologize for the inconvenience..."
• "We are sorry you lot…"

There is an exception to the dominion. Don't apologize if your visitor obviously didn't practice anything wrong. You can still testify empathy by maxim y'all're sad that things didn't work out, but clarify that the source of their dissatisfaction wasn't your visitor. This isn't to defend your ego, but to clarify to potential readers that the low rating doesn't reflect your service or product quality.

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To give an example from our own experience, in some bad reviews people complain that our live chat software doesn't offer a specific functionality, like video calling.

That is a conscious option from our side, because video calls don't fit in our philosophy on customer back up, and we don't advertise anywhere that nosotros offer this characteristic. It's unfair to judge pasta for not being pizza, only sometimes that's exactly what people do. In such a instance, we would answer that we're distressing that nosotros weren't the solution they were looking for, and explain our reasons for not including that feature.

three

Empathy

"Sorry" alone doesn't brand for a good apology. A 2016 study conducted by Ohio State Academy and Eastern Kentucky University found that an effective apology is both empathetic and specific .

Prove that you understand the consequences of the customer's individual experience. Possibly she couldn't get an important job done, maybe it caused stress at work. Add together a phrase along these lines:

• "I understand how of import this is to your workflow."
• "I can definitely run across how frustrating (...) would be."
• "I would also exist annoyed if..."

4

Balance

Some disquisitional reviews volition also include positive comments. Merely due to the negativity effect , readers will naturally be more sensitive to the negative aspects of the review. In your response, it doesn't hurt to highlight the positive.

Dearest guest,

Cheers for your stay with us and for sharing your experience with other travelers. We were pleased to read you liked the size of the room, but were pitiful to hear in that location were some issues with the temperature. Please rest assured we have addressed this with the team to ensure we improve on this.

Kind regards,
Annabelle
Secretarial assistant Invitee Relations

In this example the hotel staff get-go touches upon the positives in the review – the size of the rooms. The criticized temperature event seems relatively pocket-size and easy to set up.

If the reviewer doesn't provide you with such little gold nuggets, you lot nonetheless take the option to slide in some cocky-praise – if accurate.

Instance phrases:

• "Being known for our great [product/service] it came as a surprise, and we would similar to make things right."
• "Nosotros pride ourselves on our [product/service] and the high quality standards we maintain, and would like to make things right."
• "We're normally known for our exceptional attention to item, and we regret that nosotros missed the mark."

v

Reasoning

Giving a reason doesn't change what happened, merely it volition influence whether people accept your amends. This tin be explained by the phenomenon of the because justification.

An experiment by psychologist Ellen Langer showed that when people are presented a reason – whatsoever reason – they would most likely accept the asked favor. In her study, a test subject area asked people who were almost to apply the library printer if he could cutting in line, first without giving whatever reason. Simply 60% of people agreed in this scenario.

When the sentence, "because I need to print," was added, the number rose to 93%. With a more than solid reason like "because I'm in a rush," acceptance increased to 95%.

The reaction of a caught-past-surprise library company might differ from the reaction of an angry client, but solid reasoning will still improve the credence of your reply. Information technology shows that you care enough to explicate what went wrong and allows your customer to empathise with you.

A 2013 Bazaarvoice written report supports this assumption. Seven out of 10 consumers changed their opinion almost a brand afterward the visitor replied to a review. And 41% of consumers said that brands replying to reviews make them believe the visitor really cares well-nigh their customers.

half dozen

Concession

This is your client's favorite principle when y'all respond to their bad review. The 2015 customer rage study conducted past Dialogdirect suggests that the satisfaction rate nearly doubles if customers are offered a monetary remedy – like money dorsum, free replacement or a disbelieve on the next purchase.

Consider the importance of your concession. It's crucial that your team knows which remedies to offer in what situation. Information technology feels nice to spoil your customer, but the costs for your redemption accept to stay inside reasonable bounds. Information technology'southward virtually finding a balance.

A all-time practice is to offer the client ii options that she can choose from. It creates a feeling of empowerment, which in turn makes for a more satisfying experience.

Example phrases:

• "We invite yous and your dad to bring together some other tour for free and see how we take changed things for the better."
• "Nosotros are happy to supplant your speaker at no cost if you notwithstanding face connectedness bug. Otherwise we'll gladly provide yous with a 20% coupon to use on your next purchase with us."

7

Solution

The aforementioned concession can be part of the solution, like if the product breaks after two weeks and you replace it with a new i.

Regardless of what your solution looks like, conspicuously communicate what you lot are doing to solve the case.

• Are y'all calling or emailing them?
• Can they contact you to speed upwardly the procedure?
• Are they expecting something in the postal service?
• Practice yous need more than information from them?
• How much fourth dimension will information technology take until the client can wait a solution?

Be specific and instructive, but don't promise what you tin can't reach to avert disappointing the client twice.

Instance phrases:

• "If you're open to discussing this further, delight call us at (656) XXX-4321 and ask to speak with Larry, our general manager."
• "Delight contact our live chat squad to provide usa with your email address. We'll then send you a tour voucher."
• "I have issued a refund to your original payment. Please allow one-3 days for the refund to be processed"

viii

Change

What did you learn from this review? Which action steps for your business tin y'all deduct?

It's obviously important that yous do anything in your power to avoid the same mistake from happening again. Otherwise the all-time complaint management organization will not aid you.

In most cases, it's a expert idea to include your new insights in your response to the bad review. Information technology shows both your angry customer and review readers that yous take action and they won't exist confronted with the same problem again.

Example phrases:

• "Your comments accept been discussed at length with the responsible squad leader to prevent this from happening once again."
• "Nosotros have since invested heavily in training our service team."

9

Gratitude

A "Thanks for the feedback" tin go a long way and is e'er a healthy component of your response.

Expressing gratitude is more a platitude if yous look at the feedback every bit a gift: You merely got free, honest feedback - which is usually not easy to come by. (Nosotros talk about dishonest feedback later, because that's a whole unlike story.)

It goes without maxim that you would prefer your client to discuss issues with you lot in person, but even an overly emotional online review might incorporate a flake of insight. Negative feedback can smoothen light on bullheaded spots and exist a wake-upwards call for you and your team. Share this appreciation with your customer, either right at the beginning or at the stop of your response.

Example phrases:

• "Thanks for your feedback"
• "Cheers for bringing ten to our attention"

10

Speed

A ReviewTrackers study plant that 52 pct of customers expect to hear back from you within vii days after posting their online review.

With any review process, speed is paramount, as is placing yourself in the position of the customer first.

Lee Wilson, Vertical Jump

Considering that an unanswered bad review doesn't shed the all-time light on you, information technology's recommended to proceed the time bridge as curt equally possible. One to four days is a reasonable goal for your service team.

With the help of media monitoring tools , yous can make sure that you lot're staying on pinnacle of what people are proverb almost yous online so you can answer to them as fast as possible.

Examples: Good responses to bad reviews

Response to a bad software review

Hi [],
I am very sorry to hear that you are not satisfied. (Empathy)

For offline response drove, the successful operation of our app is dependent on a number of factors, such as the cache and individual browsing settings and the version of the browser. These critical factors were not sufficiently communicated to y'all. (Reasoning)

Given the impact that this tin can take, nosotros have adjusted our documentation and we will make sure to communicate this very clearly to time to come users. (Alter)

As for the result resolution, we try our all-time to solve problems within the shortest time. I understood your event was solved iii hours after its discovery. Information technology is true that we do non foresee 24/7 real-time back up in our standard plans. In our experience, the level of back up that we provide is sufficient for most users. (Reasoning)

That said, a 24/seven hotline is certainly a specific support option for u.s.a. to consider in the future, for users who need real-time back up during trade shows or events. (Alter)

Wishing you all the best, Stefan (CEO at SurveyAnyplace )

Response to a bad hotel review

Thanks for sharing your feedback, both positive and constructive! (Gratitude)

I apologize that we did not exceed the standard you received during previous stays. I understand that this was especially upsetting considering yous spent your anniversary with us. (Empathy, Responsibility)

I am glad to read that the hotel staff surprised you with a canteen of wine and provided great service. (Residue)

Your comments have been discussed at length with the responsible team leader to ensure the hotel maintains its high standards. (Change) We hope y'all will visit u.s. again soon and would like to offering you a $100 voucher towards your next booking. (Concession)

Warm Regards,
Tania

Response to a bad product review

How-do-you-do Diane,
You lot're right, this is unacceptable. I sympathize that a altogether party without a functional sound organisation is a nightmare. If you let me the gamble to speak with y'all I would similar to make information technology up to you. (Empathy, Responsibility, Modify)

My number is [phone] or you can email me at [email].) (Solution)

I'thou genuinely pitiful this happened and look forward to speaking with you.

Yours sincerely,
Matthew

Response to a bad restaurant review

Hullo Rebecca,
I'grand Will, the store director at Waffle Wonder. We deeply repent for the inconvenience that we accept caused you. I wouldn't desire to swallow a common cold waffle either! (Responsibility, Empathy)

If yous allow me to explicate, we had a few servers calling in ill that Sun and a huge party society coming in at last observe. This acquired a line upward and we couldn't evangelize our delicious waffles as hot and fresh equally we normally practice. (Reasoning)

Please visit us again. We'd dear to brand it up to you past offer a discount coupon for the troubles that we've acquired. (Concession)

All-time,
Will

How to bargain with false and unfair reviews

Here are some markers that hint at a simulated review:

• The complainer isn't in your software system
• Purchased items and/or transaction date doesn't lucifer the complaint
• No client service calls on record
• Lack of detail
• A stream of bad reviews in a short period of fourth dimension
• A connection between the reviewer and a competitor
• A competitor is mentioned in the complaint

What'southward more, some reviews are real but apparently beneath the belt. You might wonder if there is any chance to remove fake or unfair reviews from a rating platform.

The good news is that companies are non at the mercy of angry, emotional customers. There are indeed some means to remove a bad review. Reputation management is specialized on this very topic and gives y'all the exact action points you tin take on different rating platforms to get the review removed.

Unfortunately it tin can exist quite a long and complicated procedure, particularly if y'all are dealing with big institutions similar Google or Facebook. The easiest way to remove a bad review is to impress your dissatisfied customer with exemplary complaint management skills, such as the ones we describe in this post. If your client is happy about your response and the solution yous offer him, he might delete his bad review on his own terms.

If all attempts fail, at that place is still another path to go: cushioning the bad review in many proficient ones. Incentivize your happy customers if they leave you an honest review by offering them a coupon or free delivery with the next purchase.

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Source: https://www.userlike.com/en/blog/how-to-respond-to-a-bad-review-example

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