Tips for Internet Marketers When Responding to Negative Online Reviews

On the internet, negative reviews from unhappy clients, disgruntled ex-employees, or close competitors are not uncommon, whether their claims are legitimate or not. These reviews create a challenge for internet marketers because the truth is that negative reviews can greatly influence purchasing decisions, especially when over 75% of people use online reviews before choosing services from local businesses.

As hard as you may try, you can never please everyone, and even the best businesses can encounter a bad review from time to time. The challenge for internet marketers is knowing how to deal with them appropriately and head on when it happens. Here are 3 tips that successful internet marketers use when responding to negative online reviews:

1)    Counteract With Positivity

You can’t pick and choose what new customers may be reading about you. What you can do, however, is choose which social media sites to focus on and maintain them closely, flooding them with positivity about your business. The positive reviews will serve to neutralize the negative ones and hopefully not be as impactful on your business.

2)    Don’t Avoid the Negative Review

Internet marketers believe that one of the worst things you can do is avoid a negative review completely. Instead, know that negative reviews add authenticity to your online profile and can be bolstered with a positive and thoughtful response. The key is to avoid getting caught up in an online fight that unnecessarily draws attention. Draft a response that is one-time, direct, and proves to your other clients that you listen and care about your customers.

3)    Encourage Honest Reviews

In many industries, leaving positive reviews is not top-of-mind after a transaction with a client is complete. Repeated positive reviews have only been on the rise in the restaurant and travel arenas. However, that doesn’t mean you can’t ask clients to share their experiences (good or bad) about your business and services online after a project is done. Hopefully by encouraging your clients to review, it will lead to the neutralizing of any bad reviews your company may have received.


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