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Talking with ReachCast: How to Respond to Negative Online Reviews?

Last updated 7 years ago

It happens to even the best businesses. Even the ones known for their outstanding customer service, like Starbucks, get negative reviews. So what do you do when a customer leaves a negative review or complaint about your business online - for the world to see?

How you respond to these reviews not only says a lot about your business but it can affect how other people, potential customers, perceive your company and help influence their decision on whether or not to do business with you. Ultimately, your response or lack thereof affects your bottom-line.

In this edition of Talking with ReachCast, two of ReachLocal's marketing team professionals discuss the process for dealing with negative reviews.

  1. Preparing to leave the response.
  2. Crafting the right response.
  3. Following up.

Negative reviews provide you with a potentially tremendous opportunity to impact your bottom-line in a very positive way. Crafting timely responses to negative reviews can not only legitimize your existing reviews, especially the positive reviews, it also allows you to demonstrate to current and potential customers that you genuinely care about the level of customer service you provide and that your customers can trust that you will do what is in their best interest and remedy any wrongs. Don't underestimate the power of a negative review.

Make sure that you are constantly monitoring your business on the web. You want to make sure that you are responding to negative reviews as soon as they happen. One of the best ways to monitor your online reputation is to set up a Google Alert for your business name. In order not to miss any thing, make sure to create a few alerts using variations of your business name.

Have you received a negative review about your business? Did you find it in a timely manner? Did you know how to respond? Leave your thoughts about negative reviews in a comment.


Read More About Online Reputation Management & Reviews


To learn more about how you can craft responses to negative online reviews, contact TeamBishop today. Dawn Bishop and Leslie Whittaker are here to help you build a positive web presence for your business and can offer lots of helpful tips and tricks to help you.

TeamBishop is your local Internet marketing consultants with ReachLocal Orlando. Our mission is to help you increase your revenues and decrease unproductive advertising expenses through proven online marketing strategies. Give us a call today to schedule your free consultation.

Talking with ReachCast video courtesy of ReachLocal. Video features Mike Merrill and Tiffany Monhollon.


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