How to Respond to Negative Online Reviews in ORM?

As we have already mentioned, you should already have a solid strategy in place on how you deal with negative reviews. And you know that your blacklist of trolls and haters might not be worth your time. However, you need to address bad reviews.

Once again, and it cannot be overstressed, ignoring negative reviews is the worst policy you can come up with. Answering such reviews showcases that you, as a brand, truly care about each and every customer and go to some great lengths to resolve their issues. According to a study from [RightNow 34% of consumers will remove their original bad review once they hear back from the business.

Konstantinos Ntoukakis,

“My philosophy is to always respond to reviews, positive or negative — that’s how you grow. Never reply to trolls though, it’s like fueling a fire? Also, it goes without saying but never delete reviews.”

Here are some tips on how to respond to a negative review/comment:

Improve Your Response Time

Negative comments are very time-sensitive. The earlier you address them, the less impact they convey. Using the management strategy you have in place, work on improving the speed of your replies. At the same time, don’t respond without have a plan first; avoid saying something in a hurry that will hurt you in the long run.
Take time to craft a thoughtful response.
2. Respond publicly and direct further conversation offline.
3. Follow up to make sure their concerns were addressed.”

I hope you find this information helpful…see you on the next topic