{"id":26861,"date":"2020-10-15T15:01:52","date_gmt":"2020-10-15T15:01:52","guid":{"rendered":"https:\/\/thedotsociety.be\/2023\/\/2020\/10\/15\/how-to-respond-to-positive-negative-reviews\/"},"modified":"2024-01-30T14:52:57","modified_gmt":"2024-01-30T14:52:57","slug":"how-to-respond-to-positive-negative-reviews","status":"publish","type":"post","link":"https:\/\/thedotsociety.be\/en\/how-to-respond-to-positive-negative-reviews\/","title":{"rendered":"How to respond to positive &#038; negative reviews"},"content":{"rendered":"<div id='av_section_1'  class='avia-section av-jtwvlqm2-3a7d2b78bb86f25086aef43f937e556d main_color avia-section-small avia-no-border-styling  avia-builder-el-0  avia-builder-el-no-sibling  avia-bg-style-scroll  av-minimum-height av-minimum-height-100  container_wrap fullsize'   data-av_minimum_height_pc='100'><div class='container av-section-cont-open' ><main  role=\"main\" itemprop=\"mainContentOfPage\"  class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-26861'><div class='entry-content-wrapper clearfix'>\n<div class='flex_column_table av-etxyk9-35f8c561d79547a7f7cd37d743325858 sc-av_one_fourth av-equal-height-column-flextable'>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-etxyk9-35f8c561d79547a7f7cd37d743325858\">\n.flex_column.av-etxyk9-35f8c561d79547a7f7cd37d743325858{\nborder-radius:0px 0px 0px 0px;\n-webkit-border-radius:0px 0px 0px 0px;\n-moz-border-radius:0px 0px 0px 0px;\n}\n<\/style>\n<div class='flex_column av-etxyk9-35f8c561d79547a7f7cd37d743325858 av_one_fourth  avia-builder-el-1  el_before_av_one_half  avia-builder-el-first  beneden first flex_column_table_cell av-equal-height-column av-align-bottom av-zero-column-padding '   ><\/div><div class='av-flex-placeholder'><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-3d2t061-4492d517ecf1866d3d172f15dfacb683\">\n.flex_column.av-3d2t061-4492d517ecf1866d3d172f15dfacb683{\nborder-radius:0px 0px 0px 0px;\n-webkit-border-radius:0px 0px 0px 0px;\n-moz-border-radius:0px 0px 0px 0px;\n}\n<\/style>\n<div class='flex_column av-3d2t061-4492d517ecf1866d3d172f15dfacb683 av_one_half  avia-builder-el-2  el_after_av_one_fourth  el_before_av_hr  flex_column_table_cell av-equal-height-column av-align-bottom av-zero-column-padding '   ><p><section  class='av_textblock_section av-ju1b8xks-9df22c7114583b6af05721e0b7342833 '  itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock '  itemprop=\"text\" ><p><span style=\"font-weight: 400;\">Buying a new phone, visiting a recently-opened restaurant or booking your next holiday? Before we proceed to the actual moment of purchase, there is one thing we all do invariably: checking the online reviews.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As these reviews are based on genuine experiences of existing customers, we all attach great importance to these opinions. We see this as credible advice which plays a very important role in our purchasing process. Existing research has proven that 93% of all consumers are heavily influenced by online reviews. Therefore, it is obvious that you, as a business, should react actively to both, negative and positive, reviews.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We can already see the questions popping up in your head: how do I react correctly to these messages? Won\u2019t these negative reviews influence my company image? And how do I actively work on my online business presence? Well, The Dotters are here to the rescue: we are happy to share a few tips &#038; tricks with you, so this all becomes a piece of cake!<\/span><\/p>\n<p><strong>Hooray a positive review, but what to do with it?<br \/>\n<\/strong><span style=\"font-weight: 400;\">Apart from the fact that these reviews are already a plus for your company, it is crucial to provide an appropriate response. In this way, you can make even more use of the opportunity of building a positive online reputation. <\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">How to do so? Implement these four steps:<\/span><\/p>\n<p><span style=\"font-weight: 400;\">1. Thank your customer<br \/>\n<\/span><span style=\"font-weight: 400;\">When a person is leaving a positive comment, he also wants to be appreciated for his effort. Therefore, you should take some time to personally thank your customer. You don\u2019t have to work out an extensive epistle to do so, a brief personal address and a word of thanks is already sufficient.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">2. Highlight your strengths<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">It\u2019s important to not forget to reiterate the positive points made. In this way, you will once again have the opportunity to put your company, and its unique qualities, in the spotlight.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"> 3. <\/span><span style=\"font-weight: 400;\">Mention your business name<\/span><\/p>\n<p><span style=\"font-weight: 400;\">These reviews could also positively influence your SEO-ranking. By adding your company name, in combination with the positive comments, will result in a better SEO-position. On top of that, more people will come across these positive reviews when looking for experiences with your company. Nothing but benefits!\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">4. Spread the word<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">You should also encourage your satisfied customer to action as well! Invite your customer to visit again or ask him to share this pleasant experience with his friends &#038; family. Don\u2019t forget: word of mouth advertising remains the most efficient form of advertising!\u00a0<\/span><\/p>\n<p><strong>Damn, a negative comment! How to handle this?<br \/>\n<\/strong><span style=\"font-weight: 400;\">It\u2019s true that a negative review can really ruin your good mood. The most important thing is knowing how to deal with it correctly. Stay calm, take a breath &#038; follow the next steps. This way, you can prevent such things from happening again.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">1. Start by apologising<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">First and foremost, it is important to start with your sincerest apologies. By doing so, the consumer feels personally appreciated and you, as a company, show that you value his\/her feedback. Make sure that you are always using a positive tone of voice, so the atmosphere of the conversation is set.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">2. Emphasize that this isn\u2019t the regular way<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">As this conversation is shared with the entire world, it is crucial to stress that these negative experiences are not the norm at your company. In this way, you can once again highlight your positive points. Think of expressions such as &#8216;normally the quality of our sweaters is exceptionally high because of the ecological cotton we use\u2019.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">3. Continue the conversation offline<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">In the context of building a well-founded customer relationship, it is important to find an appropriate solution together with the consumer. As each situation is different on its own, it advisable to continue the conversation one-on-one with the customer offline.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">4. Never, ever delete!<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">What is absolutely not done, is deleting a negative comment. This gives the consumer the impression that you don\u2019t value his feedback at all. In this way, the consumer is left dissatisfied, and it will be impossible to build a profound relationship. On top of that, people won\u2019t trust your company anymore. We think it\u2019s clear: don\u2019t go there! <\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Looking for ways to receive more reviews? <a href=\"https:\/\/thedotsociety.be\/2023\/\/en\/ways-to-receive-more-google-reviews\/\">Read our previous article! <\/a><\/span><\/p>\n<p><span style=\"font-weight: 400;\">We hope that these tips will help you through these slightly difficult situations. Still some struggles? 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