Tips for responding correctly to negative reviews — examples and templates

You make an effort to offer good products for your customers, your Amazon product descriptions are on point, you respond to customer messages within 24 hours and yet it happens from time to time that one of your customers is not as satisfied.

Here we go: Why you shouldn't be afraid of negative reviews

Bad reviews feel like a punch in the pit of your stomach. But with a confident response, you can even come out of the situation stronger.

A lot of people these days have developed a healthy skepticism about good reviews. Instead of relying on potentially purchased 5-star reviews, they pay more attention to moderate to poor reviews in the hope that they give a realistic impression of the product and service. If no one hates you, you're probably doing something wrong.

Negative reviews can be a secret weapon

Okay, most reviews are positive, but too many positive reviews can create distrust. Bad reviews, when handled properly, give your business a good dose of credibility.

A good answer is more than damage limitation

The truth is that negative reviews can be a real ace up your sleeve. A well-thought-out response to a negative review gives you the chance to show personality and empathy. Your response is an opportunity to straighten things out between the frustrated customer and yourself and attract potential new customers to your side.

Tips for responding correctly to bad reviews

But how do you deal with it correctly? We present you the golden rules:

1. Objectivity: Stay factual

Take a deep breath and regard the review as an opinion and not as the end of the world. Look within to fully understand the situation and avoid public squabbles.

2. Responsibility: Anyone who can admit mistakes shows a sense of responsibility!

Take responsibility if you've made a mistake with the service, and sincerely apologize. Studies show that an apology combined with a solution significantly increases customer satisfaction.

3. Empathy: Into-me-you-see

Even if it's not your fault, show compassion to the customer. Understanding and empathy often go a long way. If you haven't done anything wrong, you don't have to apologize — but still show understanding and willingness to solve the problem.

4. Stay professional: React quickly and objectively

Write a factual and convincing response comment without reacting emotionally. Try to resolve the issue privately by asking the customer to contact you directly. Stay polite and professional, even if the customer doesn't. Emphasize that you're ready to work things out and, if possible, offer a solution or redress. Be sure to be available to the customer.

Sample answers for various situations

These sample answers can serve as a starting point and can be adapted depending on the situation. It is important to answer politely, professionally and in a solution-oriented manner in order to gain customer trust and minimize potential negative effects on your business.

1. Company mistake

Review: “The product is terrible and the company is incompetent! ”

Answer: “Dear [customer name], we deeply regret that you are dissatisfied with our product and service. That is definitely not the experience we want for our customers. We'd love to know more about your issue to solve it. Please contact us at [contact information] or via email so we can help you out. Once again, we apologize for the inconvenience. ”

2. Delivery delay

Review: “The product arrived much too late! ”

Answer: “Dear [customer name], we're sorry that your order didn't arrive on time. We understand how frustrating that can be. Our team will review this immediately and make sure it doesn't happen again. Please contact us at [contact information] so that we can personally address your concerns. Once again, sorry for the inconvenience. ”

3. Product defect

Review: “The product was missing and incomplete! ”

Answer: “Dear [customer name], I'm sorry that your product was incomplete. That is definitely not the experience we want to offer. Please contact us at [contact information] and we will immediately sort this out and provide you with a solution. Once again, sorry for the inconvenience. ”

4. Dissatisfaction with quality

Review: “The quality of this product is terrible! ”

Answer: “Dear [customer name], we deeply regret that you are dissatisfied with the quality of our product. That is definitely not the standard we are striving for. We'd love to learn more about what exactly the problem is and help you solve it. Please contact us at [contact information] so that we can personally take care of this. Once again, sorry for the inconvenience. ”

5. Difficult customer

Rating: “Worst customer service ever! ”

Answer: “Dear [customer name], we're sorry to hear that you're dissatisfied with our customer service. We take your feedback very seriously and want to make sure we're constantly improving our service. Please contact us at [contact information] so that we can further discuss your concerns. Once again, sorry for your disappointing experience. ”

6. General complaint

Review: “This company is awful! ”

Answer: “Dear [customer name], we're sorry to hear that you're dissatisfied with our company. We would like to apologize for any misunderstandings or inconvenience. Your feedback is important to us, and we'd love to know more about what exactly caused your dissatisfaction. Please contact us at [contact information] so we can discuss your concerns. Once again, sorry for any issues. ”

How to prevent very negative reviews

• Good service: Top customer service is at the heart of your successful business. Most customers appreciate good service and rate accordingly.
• Actively asking for reviews: Actively ask customers for reviews, ideally one to two days after delivery.
• Clearly identifiable sender: Customize your review requests to be recognized as a reputable company. Add order number and date of purchase to avoid misunderstandings.
• Sufficient information and product details: Provide detailed information, pictures, reviews, and frequently asked questions on the product page to avoid false expectations.
• Deliver on promises: Promised is promised and won't be broken! Keep your promises about availability and delivery times to avoid negative reviews due to delays.
• Show goodwill: Show that you are a goodwill king! You remain the “good cop” of the story, who repels bad reviews with a wink. Show goodwill in case of conflict to reassure customers and prevent negative reviews.

So, on to the fight against bad reviews! With these tips and a pinch of humor, you'll stand by your customers and no longer have to be afraid of negative reviews.