Welcome to the 3rd installment of “How NOT to Respond to a Negative Review” – a series of blog posts in which we analyze actual online interactions between business owners and their patrons to help you navigate what to do (and what not to do) when it comes to proper management of reviews. We typically provide examples of bad responses to negative reviews, but today we wanted to mix things up by showing you an example of a (relatively) good response to a bad review & explaining how and why it works.
You’ll find a lot of good points made in this response, though it’s certainly not without its flaws. Let’s dive in and take a look at the Pros and Cons of this Eurocar owner response.
- The owner conveys a general sense of politeness and respect. While they employ a succinct and firm tone, this owner has been careful not to veer into the pitfalls of labeling or emotionally reactive behavior.
- The owner addresses the issue head-on. The customer’s concern is straightforward: prices are higher than competition. Here, we can see that the owner jumps right into the reply without tip-toeing around the matter at hand.
- The owner asserts product quality and offers conflict resolution. They are able to tout premium quality of their parts while simultaneously offering to price match competitors—notice the catch here is that the owner is confident that comparable businesses are in fact using inferior parts, hence why their prices are lower.
- The response is untimely (getting back a year later simply doesn’t cut it). Reaching out in a thoughtful and productive manner is only half the battle—make sure to do so quickly, or your response may fall on deaf ears.
- The owner fails to show gratitude for the review. While doing so may require you to swallow a bit of pride, demonstrating your gratefulness for any feedback on your company will show others openness and class.
The big takeaway from all this that you don’t have to be so eager to make pesky reviews disappear. Getting creative with your approach to review management can be an invaluable asset. At the very least, poor reviews can provide a good learning experience for you and your employees. And oftentimes, in cases such as this, they can be a way to showcase some of your company’s greatest strengths.