Tips to Respond to Fake or Negative Online Reviews
Updated: Jan 15
We've all had nightmares about bad press. In fact, most of us have experienced it with a bad review, or worse, a fake review. It feels like you have no recourse to salvage your business reputation. At CIS Agency we can't make legitimate reviews disappear but we can help you with a few tips to address these reviews.
First, take a deep breath and wait. Never respond to a review when you are upset. Let yourself settle down from the sting of that review before you respond. You will think more clearly and have better solutions in mind when you wait.
Think about what the customer was upset about. Ask these questions to find the root of the problem:
Did the customer have bad service?
Did the customer have a faulty product?
Did the customer have incorrect expectations for a product or service?
Did a communication breakdown occur?
Thinking about these questions will help you decide how to address the issue. While some customers will want a refund or replacement for a faulty product, others are looking to be heard or acknowledged. Sometimes, a promised conversation with an employee or a change in procedure is what the customer is expecting. Other times, expectations or communication is the true problem, and a change in website content, emails, the product description is to blame. CIS is here to help you fix those areas on your site that can make your reviews more legitimate and lead to a more positive customer experience.
The bottom line is that you need to respond to these reviews in a positive way that will demonstrate to potential customers that your company is professional and responsive to customer needs.
Here are three examples you can customize to respond to each type of review:
For Fake Reviews:
Hi (Add customer name if available). We are happy to take all genuine feedback into consideration. However, we need more information to find a purchase with your information in order to address your specific concern. To resolve this issue we will need to know more about your purchase experience, please contact me at (add contact info) so we can address this immediately. Thanks so much.
For Negative Reviews:
Hello (add customer name if available). We apologize for your poor experience with our company. We would like to have the opportunity to resolve this problem for you. If you contact (add contact name) at (add contact information) we would be happy to find a resolution. Thank you.
For Positive Reviews:
Hello (add customer name if available). We are so happy we have been able to provide you with a great experience. Thank you for taking the time to leave your feedback. It means so much to us!
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