5 Tips for Handling Negative Online Reviews Like a Pro!

When you get a negative review for your business, it can feel like it’s the end of the world. Luckily, it’s not, and it often means your business is growing large enough that it is gaining attention from a larger audience. 

We’ve interviewed Anthony – a reputation management expert who shared how companies should respond to negative reviews online to mitigate the damage. Use these tips for handling negative online reviews like a pro.  

5 Tips For Handling Negative Online Reviews Like A Pro

#1. Don’t Panic

One of the worst things you can do is panic and respond immediately from an emotional place. The second worst is not responding at all. But where is the happy medium? Pause first, take a deep breath, and think it through before responding. Negative feedback is uncomfortable. Learning how companies should respond to negative reviews is an important part of running a business.

#2. Analyze the Review Source

Once you have breathed through your emotional response, you’ll be in a position to make a thoughtful response. First, analyze the source of the review. Reviews can be removed, and it all depends on the site and its terms of service and guidelines. You can go to Google and type in the review site and search out their guidelines. These will tell you what is allowed and not allowed. 

From here, you can find out if the review violates website guidelines. If it does, requesting its removal is one of the first tips for handling negative online reviews like a pro.

Related Read: The Power of Credibility: Reviews vs. Testimonials vs. Social Proof

#3. Request Removal

If the information is false, egregious, or defamatory, you might be able to get it removed. You can also request removal in the case of a competitor making reviews. Most current review sites will have moderation teams that will review removal requests. This usually gets you a human to manage the case. 

Getting a harmful review removed is the best option. But what if you can’t get it removed? There are usually alternative options, such as responding and addressing the negative review. 

#4. Work with The Customer

Examine the review to see if you can find contacts of the reviewer, such as an email and phone number, then politely reach out to them. Don’t speak aggressively or threaten legal action. If you can get a client on the phone, prepare to listen and do not defend yourself. Usually, people want to vent and may alter their reviews after they feel heard. Offer to make up for the negative experience customer had. Put your customer service hat on and work to make it right. 

If you are wondering how companies should respond to negative reviews online, the answer is simple. Always apologize. This is true in all cases except for when the reviewer is being completely irrational. Then, it’s better to respond politely with proof of the opposite. 

#5. To Respond or Not Respond

When deciding to respond, take a look at your reviews collectively before forming a response. If you have hundreds of positive reviews and only one negative one, then you may not want to put a lot of stress into the response. Always respond when you can do so professionally. 

Remember, a negative review without a response looks like you don’t care. When responding, keep in mind that the whole world will see your response, including your potential customers doing research about your business. 

The Bottom Line

It is important to respond to reviews, especially negative ones. But don’t do so from a place of emotion. Take a step back and access the next steps. Most defamatory reviews can be removed or addressed to mitigate the damage. Work to get positive reviews from your happy customers and respond to all reviews politely and in a timely manner.