It is always disappointing to receive a bad review, and it can easily put you on the defense. Before you respond, take a step back and think about how you as a retailer can take this opportunity to make a wrong right and give your brand a positive voice.

There are a few things that you should always remember when responding to a negative review:

1. RESPOND QUICKLY AND TO THE POINT.
   Your customer took the time to write a review, appreciate that opportunity and respond, and do it within 24 hours. Don’t get defensive – resist the urge to argue! Instead respond respectfully, thank them for their feedback, and even apologize if necessary. Responding will not only help you learn from your mistakes but can improve your business reputation online.
2. BE AUTHENTIC
   Let your customer know that it is really you and not a robot, responding to their concern or issue. Do this by being authentic and personable. Provide sympathy for the situation.
3. OFFER A SOLUTION.
   f someone’s experience in your store wasn’t good, invite them back for another chance to provide a better experience. It can even be as simple as providing them with your direct contact information and following up with a solution off-line. This is a great opportunity to turn a wrong into a right and create a life long customer.
4. MOVE THE CONVERSATION OFF-LINE.
   Once you have provided a polite and concerned response online, contact them personally off-line so they know that you are truly concerned with their unsatisfactory experience and you are not just providing the appropriate response for online views.

Responding professionally, quickly and moving to make the unsatisfactory experience right, not only retains your current customer but also shows future customers that your business operates with integrity and honesty. No one is perfect, use that opportunity to show your customers that their opinions matters to you.

Ultimately, responding to good or bad reviews results in higher ratings! You are validating your customers opinions and letting them know you care what they think. According to a study done by BrightLocal, 85% of consumers trust online reviews as much as a personal recommendation. This can have a huge impact on you finding new customers. Don’t take it lightly.

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If you’re ready to take your business to the next level, it’s time to make your brand AuSum. Contact us today to discuss your design needs and let us help you leave a lasting impression on your target market.