What is the best way to respond to negative Google reviews?
Veröffentlicht am
13.02.2023
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Why even respond to (negative) reviews?
Of course, the question is why you should even bother responding to negative reviews. The background here is simple: With an answer, you give the customer review context and show potential new customers that you can be reached even if there is a problem or complaint. If you offer the dissatisfied customer help or a solution in the answer, this radiates competence and willingness to help new customers. In short: With your answer, you usually reduce the damage caused by a negative review.
What should you consider when writing an answer?
Of course, this damage minimization effect described above will only be achieved if your answer is well chosen. A researched or ill-considered answer usually leads in the opposite direction. But what exactly should you consider when writing a response to negative Google reviews? Read the essentials in the following five points:
1. Don't take it personally
Not you personally, but your company was rated by the customer. When writing a response to a negative Google review, you should definitely make sure that it doesn't look like you feel personally criticized. If a customer review references a specific employee, it also makes sense to keep them away from any response. This ensures that reference is made to the customer's problem objectively and neutrally.
2. Apologize
Even if you suspect at first glance that it wasn't you but the customer who actually did something wrong, you should apologize to them. It makes no sense to risk a dispute in Google review comments. The actual problem cannot be specifically defined in this way anyway. Even if it later turns out that the customer was actually in the wrong, the appearance was professional and solution-oriented.
3. Time counts
Studies have shown that the majority of people and customers who complain via social media channels expect a response within 1 hour of submitting their complaint. After receiving negative Google reviews, you should therefore pay particular attention to quickly defining the customer's problem and responding to it quickly.
4. Answer briefly first
Since the first response to a negative Google review in particular is publicly visible, you should keep it brief and not go into too much detail. Under no circumstances should you reveal customer or order data here. In order to actually solve the customer's problem, it is a good idea to contact them by phone or email. This means that the customer no longer has to write on Google with a faceless company, but has a personal contact person.
5. Be personal
When writing a response to a negative Google review, it's a good idea to be as personal as possible. Address the customer by name and actually write individual answers. A copy & paste complaint response will sooner or later be noticed by your customers and especially potential new customers and leave a very bad impression.
Reading tip: Tired of negative reviews? In further articles, we will explain how to make your Improve Google ranking easily Can and have further tips for Responding to negative reviews summarized.
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