How to Respond to a 1 Star Review on Google

Online reviews on sites like Google, Facebook, Yelp, and Tripadvisor give people a way to share their experiences non only with businesses simply with fellow consumers, too.

Consumers rely on these reviews in lodge to discover great products, services, and brands. This makes it extremely important for companies to larn how to reply to negative reviews, peculiarly in situations where these reviews might damage their brand reputation.

• 94% of consumers say that a bad review has convinced them to avoid a business.
• 53% of customers expect businesses to respond to negative reviews within a calendar week. But 63% say that a business has never responded to their review.
• 45% of consumers say they're more likely to visit a business that responds to negative reviews.

The takeaway: answer to negative reviews before they drive your customers away. Exercise this and consumer perceptions immediately ameliorate, making information technology more likely that people volition come and visit your business locations.

As for what to do with positive or neutral reviews — yes, they also warrant a response. Think of information technology equally an opportunity to reinforce and spotlight the things customers already beloved about your visitor. (Not to mention, it's the polite affair to do.) For tips on what to do with positive feedback, read our guide on Positive Review Response Examples for Any Brand.

Demand help navigating the oftentimes treacherous waters of negative online reviews?

To assistance you respond to reviews better, we looked at 200,000 review responses in the ReviewTrackers database, harnessed our own natural language processing engineering, and combined these responses' best features to come up with powerful examples and templates you can use to answer to negative reviews you may have received.

In addition to the templates, we scoured the Internet for bully existent-life examples of companies that know how to respond to negative reviews.

Downloaded the study? How to Interpret Your Reputation Score

How to Respond to Negative Reviews

Responding to negative reviews is difficult. Bad reviews hurt and sometimes they can exist downright cruel.

While it's natural to become upset about your negative reviews, it's important not to lose your cool or feel like retaliating. In many cases, it's wise to step away from the keyboard, then that your emotions don't dictate what you're going to write in your response to the review. Be sure to become yourself to a calm mental state first, and so that you can respond in a professional manner.

Here's a template that you can employ to learn how to respond to negative reviews:

Honey [Name OF REVIEWER], thanks for sharing your feedback. We're pitiful your experience didn't lucifer your expectations. Information technology was an uncommon instance and nosotros'll do better in the time to come.

Please feel free to achieve out to [INSERT CONTACT Data] with any farther comments, concerns, or suggestions you wish to share. Nosotros would beloved to make things right if you give us another chance.

Plain, how you reply to negative reviews will vary from state of affairs to situation, but retrieve of the to a higher place template as an all-purpose one. It's a groovy starting point that can serve as the foundation for a great response.

Allow's break this down farther by examining what'southward often said when companies respond to negative and positive reviews.

While businesses do apologize, information technology's only a relatively small part of the response (13%). Why? Because it can sometimes see as unprofessional to be overly apologetic.

Instead, brands focus on their commitment to service, customer experience management , and "adjacent steps" (e.g., how a consumer can contact them directly).

The template to a higher place applies a number of the best practices in responding to negative reviews.

Best Practice ane: Address the Reviewer

Your customers want to be heard individually and addressed personally. So don't forget your salutations and, if possible, avert the generic "Dear guest," or "Dear customer."

According to online reviews statistics, 76% of all reviews are either Google reviews or Facebook reviews. This means you tin can usually go the proper noun of the reviewer and use information technology as a fashion to farther personalize your response.

Best Practice 2: Say Cheers

Show customers that your company appreciates and values candid unsolicited feedback . Always retrieve to say give thanks you in responses to reviews (even the bad ones).

Hither are some variations where saying "thank you" goes a long way:

"Thanks for your review. I'm deplorable to hear yous had a frustrating experience, but I really appreciate you bringing this issue to my attending."

"Thank yous for bringing this to our attention. Nosotros're sorry you had a bad feel. We'll strive to do better. "

"Give thanks you for letting us know about this. Your feedback helps us do better. We are looking into this issue and hope to resolve it promptly and accurately."

Best Practice iii: Apologize and Sympathize

Maxim distressing shows that y'all care most your customers and that you're not too proud to own upwardly to your mistakes.

Fifty-fifty if it'southward not your mistake, say sorry anyhow. This is a great opportunity to establish and strengthen trust between your company or brand and the client. Besides, people ofttimes go turned off by brands that are too perfect or too proud to apologize.

Simply like the rest of the response, keep your apologies brusque and sweet:

"Nosotros repent that our service did not satisfy your expectations."

"We're so sorry that your feel did not match your expectations. This is on u.s.."

"We set a loftier standard for ourselves, and we're and then pitiful to hear this was not met in your interaction with our business organization."

Best Practice 4: Take Responsibility

Don't make excuses. Even if what happened was an uncommon case, an isolated example, an unfortunate incident, an off day — admit the client'south experience. At the same time, provide reassurance that you concord yourself to loftier standards.

Some things you can say:

"I'one thousand then lamentable. We're normally known for our exceptional attention to item, and nosotros regret that we missed the mark."

"We always aim to evangelize a keen feel, and we are gutted when we don't meet expectations. Thanks for taking the fourth dimension to bring this to our attention. Nosotros will use the feedback to make us ameliorate and to ensure this doesn't happen again."

"Thank you for posting a review and nosotros're sad to hear that your feel was not up to standards. Nosotros would similar the opportunity to talk and investigate your feedback further."

All-time Practice 5: Make Things Right

When dealing with negative feedback, attempt to avoid cookie-cutter responses that do not resolve or address whatsoever specific issues raised in the review.

Include details about the customer'south experience in your response (when relevant), and communicate any changes or improvements you have fabricated or will make every bit a result of their feedback.

If there's nothing you can exercise to prepare what happened, hither'southward a compelling style to respond to the reviewer, take ownership, and promise to brand things right in the future:

"I repent on behalf of everyone at [Company Name]. Please know that your situation was an exception. As you can see on other reviews, nosotros are known for taking ownership and caring deeply almost our customers. We can't fix the past but you have my personal commitment to improve the style our staff serves every client. Until then, delight accept my sincerest apologies on behalf of anybody on the team."

Best Practice half-dozen: Accept the Issue Offline

It's always best for you and your customer to talk directly about the problem they had and take the effect offline. This saves whatever farther embarrassment on your side of the outcome and prevents interference from outside sources. For this reason, you should provide direct contact information for customers in your review response.

Hither are some things yous tin say:

"We would like the opportunity to investigate your feedback further. Please could y'all contact me at [Email Address] or telephone call our team at [Phone Number]? We'll work with you to resolve any issues as quickly as possible."

"We are pitiful that your experience at [Company Name] didn't quite match your expectations. We would love to know why, so that we can deliver a meliorate feel side by side time. Y'all may reach united states of america anytime at [Electronic mail Address] or [Phone Number]. Once more, thank y'all for your feedback!"

Best Do vii: Ask for A Second Chance

Don't slam the door on negative reviewers. Instead, extend a (digital) hand. Invite them to come up back and when they do, welcome them with open arms.

Not only does this create an opportunity for you to change the chat; it too establishes confidence in your ability to evangelize an feel worth raving (instead of ranting) well-nigh.

Some things you can say:

"Thanks for bringing this matter to our attention. I'm very sad nosotros failed to come across your expectations. I would appreciate another chance to earn your business. Please telephone call me or ask for me next time you're at [Visitor Name]."

Real-Earth Examples of How to Respond to Negative Reviews

In that location isn't one perfect way to answer to a negative review. The fact that numerous brands have constitute different ways to create groovy review responses show the opportunities available to winning back unhappy customers. Every bit you lot read each example, notice that they utilise a number of the best practices listed above.

Responding to a Negative Restaurant Review

Restaurateurs know that delicious food doesn't ever guarantee a v-star review. Take notes from this heartfelt response to a review that commented on other aspects of the dining feel.

Why it works: In the response, the restaurateur acknowledges that the guest's experience "could've been amend." The response also offers means to deliver a better or more satisfactory experience next time — while keeping the tone polite and professional. Also, past highlighting the upstairs seating, the response not only offers a solution to this diner, but also offers a tip to prospective diners who may be reading this review in the future.

Responding to a Negative Hotel Review

When a loyal customer expressed her disappointment with her ceremony stay at the Stamford Plaza in Brisbane, executive banana manager Dale John wrote a pitch-perfect response.

Why it works: The response addressed the reviewer and started with a "thank yous." It was also very specific about the customer's feel and provided detailed data on how the hotel planned to resolve sure issues and maintain its standards.

Responding to a Negative Healthcare Review

For healthcare providers, it'south a little bit trickier to craft responses to negative patient reviews .

With the Health Insurance Portability and Accountability Human action (HIPAA), which is designed to safeguard patients' health information, healthcare marketers must be able to answer without referring to any specifics virtually medical care or the patient's identity, which could be construed as "patient information."

You tin read more here on how to arts and crafts HIPAA-compliant review responses , but here's a great example in action:

Why it works: The review response addresses specific bug without breaking confidentiality. It besides communicates the provider's concrete plan to brand things right. ("We recently hired a consultant…")

The response also wisely offers to have the conversation offline — demonstrating the provider'southward 18-carat desire to engage with the patient and solve the problem.

Responding to a Negative Financial Services Review

Negative reviews can also hit banks and financial services providers. By replying ASAP, you can minimize the possibility of other potential clients being swayed by the original reviewer's experience.

Why it works: This review response feels sincere instead of defensive. Sometimes, simply thanking the customer for their unsolicited feedback and apologizing can go a long manner. Take note, again, of the offer to take things offline and discuss the issue privately.

Responding to a Negative Review of a Veterinarian Dispensary

Here'due south some other example of how to respond to negative reviews. This fourth dimension, it's from a veterinary dispensary, a business organization in an industry in which emotions can run high, especially in times of a pet's health crisis.

Why it works: Pet owners tin be extremely song and opinionated. There will always be people who are going to be convinced that their vets are just "in it for the money" and don't really care nigh the welfare of their animals. In response to the negative Facebook review, Forest Grove Veterinary Clinic posted a classy answer that highlighted the visitor's values while also directly addressing the client'south experience.

Travel and Hospitality Negative Review Response Example

JetBlue Airways' Twitter account serves equally one of the company's main customer service channels. When a customer named Esaí Vélez complained (politely) about his backseat Tv set not working, JetBlue responded within minutes.

Why information technology works: The swiftness with which JetBlue responded is impressive. While information technology's a response to a tweet instead of to a review, the short reply effectively displays sympathy while also offering a solution (or at to the lowest degree a 18-carat attempt to make apology).

Says best-selling author and customer service skillful Fleck Bell: "In the customer'south mind the clock starts when he or she posts a negative review, and your reputation drops with every 60 minutes yous delay providing a response. Bad reviews that remain unanswered signal to other customers y'all are disinterested. It too fuels the perception that the negative report by an angry customer was probably accurate."

(More) Best Practices When Responding to Negative Reviews

With templates and examples in hand, it's time to put your own review response program into action. Before solidifying your ain response methodology, information technology'southward important to go along three things in mind.

1. Answer in a Timely Manner

Co-ordinate to client reviews data: 53.3% of customers who have written reviews await a response in 7 days or less. That's a short time frame, especially for decorated executives and teams who accept a lot on their plate managing other things to keep the business operating.

With a reputation direction software platform like ReviewTrackers, you lot tin can fix review alerts so you are notified of new reviews as they come in. Besides, you definitely don't desire to exist manually logging in and out of business review sites — so utilizing a comprehensive review response tool may be useful when handling multiple pieces of feedback.

Remember: the clock begins ticking once reviews are posted, and customers are waiting to hear back from yous.

2. Assign Ownership of the Process

Information technology's of import to identify people in your system who will exist direct involved with online review direction and with responding to bad reviews. This can be tricky because online reviews live at the intersection of marketing, operations, social media, and client service: in that location are enough of stakeholders at this phase.

Typically speaking, nosotros see that branch or location managers, marketing teams, employees who monitor social reviews, and customer service staff are the people who are put in charge of review responses.

Whoever steps upward as the head of your review response program should understand the guidelines of each review site, transform the collected feedback into valuable insights for your company, and — perhaps almost important of all — display the right tact needed to accost complaints and correspond the brand well.

Read more: Brand Management Skills: How to Be a Practiced Brand Manager

3. Create a Review Response Policy

If your company operates in multiple locations, chances are more than i person volition be assigned to respond directly to online reviews.

This makes it crucial to have an organisation-wide policy that guides your company on how to reply to negative reviews also as positive ones.

Your policy should embrace things like what linguistic communication and tone you should use, what the timeline is for getting back to customers, with whom the reviews will be shared in your system, when do escalations become necessary, what the platonic response rate is, and other items that may bear upon how your company handles reviews.

How to Answer to Neutral Reviews (three-Star)

Every bit you lot might wait, neutral reviews usually combine positive comments with negative feedback — which means that you'll have to take what you tin can from the sections higher up and determine review response techniques near applicable to your situation.

Oftentimes, however, neutral reviews are brief and lack details. They happen because customers don't feel strongly plenty either way to describe their experience in smashing detail.

If that is the case, hither'due south an appropriate way to reply to neutral reviews:

Beloved [CUSTOMER NAME], cheers for your review. Nosotros would love to hear more about your experience, so that we can use your valuable feedback to deliver an fifty-fifty better experience side by side time. Please reach out to [CONTACT INFORMATION] with whatever farther comments or suggestions yous wish to share. Again, thank you for taking the time to review our business!

With a template in mind, you should plough your attention to the details that brand a great neutral review response in the optics of the client.

All-time Practice one: Every bit Always, Say Thank you

Before y'all write out the rest of your neutral review response, start the right way by showing appreciation for the fourth dimension the customer took to write the review.

All-time Do two: Reinforce the Positive

If the 3-star review contains positive feedback, exist sure to call attention to it by mentioning it in your response: "We're glad to hear that the quality of our production matched your expectations."

Even if the review includes a disquisitional comment, commencement your response with an affirmation of the review's positive aspects. (Research shows that readers are more than likely to absorb ideas in the kickoff 100 words of a text block.)

Best Practice 3: Accost the Negative

If you receive a neutral review with negative feedback, admit the specific issues the customer had with their experience. Yous may as well issue a short apology and provide a brief explanation of what happened.

All-time Practise 4: Take It Offline for More Details

If you're asking the client for more details, do so with the intention of taking it offline. That way, y'all can investigate the situation more thoroughly while preventing details of a possible negative experience from condign public. This is also a slap-up customer experience management tactic.

Y'all can say something to the effect of:

"Your concern means a lot to us, and so if yous ever accept boosted feedback, delight don't hesitate to achieve out via [your contact information]."

Examples of How to Reply to Neutral Reviews

Many brands excel at responding to positive and negative reviews, and there are a select few that we establish that proficiently navigated the tightrope of responding to a neutral review.

Have a look beneath and see why these companies succeeded in their responses.

Responding to a Neutral Review of a Salon

Kréme de la Kréme Smash Lounge is the recipient of numerous positive reviews on Yelp. Angela T., the business organisation owner, takes the time out to give thanks Yelpers who put in these proficient words for her.

When this neutral review came forth, Angela responded with:

Why information technology works: Her review response reinforces the positive ("So glad y'all enjoyed the cupcakes and liked our jewelry…"), while besides providing information that's useful to the client who wondered about the cost, as well as to readers of the review who might exist curious why the nail salon's prices are slightly higher than that of her competitors.

The response also gives an idea of the great lengths the business goes to in gild to provide quality services and products.

Responding to a Neutral Restaurant Review

Etta in Chicago received this 3-star review on Yelp, and what followed was an ideal response, penned by general manager Adam Scholten:

Why it works: Like the review itself, the response is short and simple. Adam thanked the customer for his honesty, but also expressed his eagerness to investigate the thing further and so that the restaurant can deliver a ameliorate dining experience adjacent fourth dimension.

Read more: Restaurant Reputation Management in 5 Steps

Responding to a Neutral Retail Review

Another good instance of how to handle a mixed or neutral review is from Joseph D., the possessor of Flowers for Dreams in Chicago.

Why it works: The review response takes responsibility for an uncommon instance in which the blossom arrangement ordered past the customer kind of differed from the system delivered.

Joseph was quick to repent, explaining that the product the client received was not upwards to the business organization' usual quality standards. His response concluded with an invitation to privately discuss the matter in more than item and an offering to make things right for the customer.

How to Respond to Employee Reviews

Crucial to the success and growth of whatsoever organization is its ability to attract and retain the all-time talent. That's why information technology's so important for your leadership and 60 minutes teams to embrace — instead of fear — online reviews and public employee feedback posted online.

Responding to negative reviews on Glassdoor and Indeed tin can help a company improve its online reputation, build a potent employer make , and attract more than prospective employees in the future.

It's also an essential role of every successful employee retention strategy.

Consider these employer brand stats :

• 83% of candidates are likely to check a company'south employee reviews and ratings when deciding on where to use for a job.
• 84% of job seekers say that the reputation of a company as an employer is very of import when making a decision on where to apply for a job.

Companies that respond to employee reviews provide chore candidates with an extra measure of reassurance, specially when they run into that yous, as an employer, are active on employee review sites.

By responding to employee reviews, you tin back up your employer brand monitoring strategy, drive appointment with employees, and back up efforts to improve the overall employee experience. Here's how to do information technology properly.

All-time Exercise 1: Respond in a Timely and Organized Manner

The starting time pace to responding to reviews posted past employees is developing an organized way to do so. Timeliness is crucial: whether it is once a week or one time a month, notice a cadency that works for your team'southward bandwidth.

Best Practise ii: Show Your Appreciation

When responding to employee reviews, make it a priority to thank the reviewer, regardless of whether they're singing your praises or highlighting areas for comeback.

Best Exercise three: Reply Professionally and with Authenticity

The strongest responses to employee reviews show respect for the reviewer by addressing feedback in a way that's professional and accurate.

Best Do 4: Accept Action

Correct any organizational bug discussed in online reviews posted past your employees. By using their reviews to meliorate the employee feel, you tin can build not but a strong employer brand but as well a happier and more productive workforce.

Best Practice 5: Ask for More Feedback

Asking for more details tin can exist tricky when you're dealing with employee reviews — which are anonymous on a site like Glassdoor. You'll desire to respect that anonymity and encourage the reviewer to give private feedback to your HR squad.

For case, an employee may feel comfortable offering negative feedback about their boss while on Glassdoor, simply non in person. Direct them to your Hour team and then that you can get more details about their experience, simply make sure they also experience comfortable.

Existent-World Examples of How to Respond to Employee Reviews

The best responses to employee reviews are able to highlight or reinforce the positives, capitalizing on the opportunity to show how strong the employer brand is. Bank check out this case from Genentech:

As you tin can meet in the response, Genentech elaborates on the positive aspects of the review, noting, "Nosotros are delighted to hear that you value the efforts we accept put toward creating an environment where anybody at Genentech tin thrive."

The response too addresses the negative concerns, simply not before showing appreciation for the positive feedback.

Here's another example, which comes from DocuSign:

Why it works: Information technology'due south a short, elementary response that shows appreciation for the time the employee took to write the review. DocuSign actually does this for every review posted on their Glassdoor profile, demonstrating that the visitor cares almost its employees and their experience working in that location.

The key to responding finer to negative employee reviews is to acknowledge and endeavor to understand the individual employee experience. Doing so can fifty-fifty benefit your organization, resulting in improved employee satisfaction and plentiful wins for your business concern.

In the example above, WillowTree doesn't sweep the rather hard concerns nether the carpeting by ignoring the employee's comments. The response specifically addresses problematic areas brought up and discusses what is being done to remedy them.

Read more:The Consummate Guide to Employer Branding

How to Answer to Reviews on Google, Yelp, and Facebook

Learning how to respond to negative reviews and taking part in customer conversations can have a very real and measurable effect on your business.

Go along in mind, all the same, that every unmarried review site volition take its own set of rules, terms, or guidelines for review responses. Make certain that the person assigned to answer to your reviews is enlightened of these rules.

How to Respond to Google Reviews

Reviews on Google bear witness up in two places: Google Search and Google Maps.

To respond to Google reviews , you must be logged into your Google My Business (GMB) account (now called Google Business Profile Managing director). From your GMB account, click the Reviews tab.

Y'all can click on the "Reply" push beneath each review to formulate a response. Based on the current Google review policy , yous can also edit your response if information technology has a typographical error or inaccurate information, only effort to continue those mistakes to a minimum.

Keep in mind that customers are told when a concern responds to their online review on Google via electronic mail notifications. The business organisation' response is published immediately and the email notification is sent to the customer five minutes later. The five-infinitesimal delay allows the business to edit or make any corrections to their response later initial submission.

Businesses will exist notified of any new Google reviews that come in through their GMB notifications. Nevertheless, information technology's important to note that brands with over 100 locations don't receive Google review alerts.

How to Respond to Yelp Reviews

You lot can respond to your Yelp Business reviews through the Yelp for Business Owners page . Make sure you have already claimed your business page on the site earlier getting started with responding to reviews.

To run across your Yelp reviews using Yelp for Business organisation Owners, simply log in and click the Reviews tab.

Apart from reading each individual review, you'll also be able to respond to your Yelp reviews with a public annotate or a direct message. Or you lot tin simply press the Thank push to prove your appreciation for customers who took the time to review your business on Yelp.

You lot can discover these response options under each individual review.

How to Respond to Facebook Reviews

Facebook reviews are activated past default when y'all create a business organisation Page.

Any review, whether or non it includes additional text feedback, appears similar a post in the Reviews or Recommendations section. You tin can respond to Facebook reviews and Recommendations the aforementioned way you can respond to comments on your Facebook Page or through your Facebook Business Managing director business relationship.

Should You Respond to Every Single Review?

What is the ideal response rate? Should your business organization respond to every single review that comes in?

The short answer is: it depends. There are many factors you lot should take into consideration.

Recall Near the Review Sites that Matter to You

Not all business review sites will be highly relevant to your business organization. Agreement which sites are most impactful given your industry or business organization category will help you make up one's mind the value of the reviews.

Hoteliers and hospitality executives, for example, should definitely have a plan in identify for how to respond to Tripadvisor reviews . Restaurants, meanwhile, should answer to Yelp reviews as well every bit feedback on other popular restaurant review sites . For local businesses of all types, it makes sense to focus on responding to Google reviews .

Exercise your homework and become familiar with the about popular reviews for your type of concern, and make it a priority to answer to those reviews.

Don't Respond for the Sake of Responding

Don't reply if you're only going to write the same generic "Thank you" bulletin  for, say, 2 dozen positive reviews. Accept the time to personalize your responses and make them unique.

This too ensures that your responses will meet individual review sites' guidelines. For case, some sites (Booking.com, for instance) don't approve of identical responses.

If y'all're responding to negative reviews, do so to provide balance and express your viewpoint in a positive way. Don't respond to blame customers. Retrieve: how you respond to a negative review says more about your concern than the negative review itself.

Have Your Review Volume into Account

If y'all have only four or five reviews on your profile, it's all-time to respond to every single ane of them. However, you don't take to aim for the same 100% response charge per unit if you're consistently getting dozens or hundreds of reviews across multiple review sites.

Ratings-only reviews or comments that are v or six words long are non likely to make a big impact on your online reputation. When deciding which reviews become a response, cull the detailed feedback that lend themselves to informative, expanded responses. You can employ these types of reviews every bit opportunities to bulldoze client engagement, as well as highlight the strengths of your business.

Last Thoughts

Online reviews influence the way customers retrieve about your business.

Keep in listen that your reputation is shaped not merely by what you say well-nigh the business but besides — and probably mostly — by what customers are saying on online review websites.

While this may brand you feel like you take little command over how potential customers perceive your brand, you lot can notwithstanding actively participate in improving your online reputation. 1 of the best ways to do then is by responding to your reviews.

By responding to positive, negative, and neutral reviews and by applying the best practices and examples outlined above, you can make a positive impact on your make reputation and even boost financial outcomes.

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Source: https://www.reviewtrackers.com/guides/examples-responding-reviews/

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