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How to Handle Negative Reviews

Sasson Sarooei

92% of customers read online reviews now. That’s up from 88% in 2014.

How to Handle Negative Reviews

Sasson Sarooei

Online Customers - USA

Read Reviews Do Not Read Reviews

92%

Star rating is the number one factorused by consumers to judge a business.

How to Handle Negative Reviews

Sasson Sarooei

68% of consumers say positive reviewsmake them trust a local business more.

How to Handle Negative Reviews

Sasson Sarooei

Online Customers - USA

Trust Based on Reviews Did Not Matter

68%

86% of people say they will hesitate to dobusiness with a company that has bad reviews.

How to Handle Negative Reviews

Sasson Sarooei

Online Customers - USA

Hesitate on Bad Reviews Do Not Care

86%

88% of online shoppers take reviewsinto consideration when shopping.

How to Handle Negative Reviews

Sasson Sarooei

Online Customers - USA

Consider Review Before Shopping Do Not Consider Reviews Before Shopping

88%

OVERVIEW1. Make sure you are notified when a review is posted2. Ask the publisher to take it down 3. Take it off-line. Talk to customer directly, asking them

to take it down.4. Respond publicly.

GET NOTIFIED1. Make sure you have the correct email address on

Google My Business and other directories2. Turn on review notifications on Google and other

directories3. Use a reputation monitoring tool 4. Use a 3rd party company for reputation monitoring

ASK THE PUBLISHER TO REMOVE THE REVIEW

If you feel the review was not intended for your company, ask the publisher to remove the review. If the review mentioned the full name of your employee, you can ask for the review to be removed for privacy reasons.

DO THEY HAVE THE RIGHT COMPANY?

1. Is the review for your company or your competitors?2. Do they provide an invoice or transaction number?3. Are they in your customer list?

If not, you may be able to have the review removed by the publisher.

GET THE FACTS1. Gather all of the transaction details2. Prepare your response to the review in a

friendly and positive tone3. Respond in detail, listing every concern the

customer raised

CONTACT THE CUSTOMER DIRECTLY1. Call them on the phone to have a friendly

person-to-person chat2. Acknowledge their pain points3. Offer them something in exchange for taking the

review down

RESPOND PUBLICLY1. Write about facts only2. Be brief3. Never write anything that sounds emotional or

accusatory.4. Before posting it, check the tone to make sure it is

friendly. Remember, you are not just writing to the customer but everyone else who is reading the review.

If you cannot contact the customer directly

LASTLY, THANK YOUR CUSTOMERS

1. Leave a nice reply for everyone who gave you a positive review

2. Promise a better experience or service to customers who wrote you an average review

3. Respond to all reviews including old ones

CONTACT US Navazon Digital

9310 Topanga Canyon Blvd. #100B Chatsworth, CA 91311

(818) 534-2200

www.NavazonDigital.com

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