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Negative Online Review – What should I do?

Question:

“I addressed a negative complaint from a feedback form and still received a negative online review. What should I do now?”

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Answer:

  • Call the customer – an email may not be enough or not be read.
  • After solving the issue that triggered the negative review ask the customer if they are willing to revise their review.
  • If you can’t resolve it, or if the customer is not willing to amend the review then leave a “business comment” if the review was posted online. Everyone will see your response. If the review was received via GetFiveStars you can choose not to show the review on your website.

    This will tell other customers that you are engaged and that you care.

negative-review-response

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Additional in-depth resources on this topic:

Podcast: http://www.expand2web.com/blog/negative-online-reviews-what-to-do/

Blog Post: http://www.expand2web.com/blog/respond-to-negative-review-example/

This blog post has a step-by-step at the bottom: http://www.expand2web.com/blog/can-negative-reviews-can-help-your-business/

Another great article: http://www.solaswebdesign.net/wordpress/?p=502

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