When you see a negative review online about your business or product, the first step is to not take any steps. Take a deep breath, relax and make sure you are responding with a clear head. Responding to a negative review with even more negativity will only make you look bad (or probably even worse) in the end.
Negative reviews can actually work in your favor! Consumers online are savvy. They often can see dishonesty online, such as that one restaurant who has all 5-star reviews with only generic, nondescript comments. A negative review here and there can make you look real. You can’t please everyone, right?
Just as your business or marketing team should have a process in place to respond to negative tweets, Facebook posts, etc….they should also have a step-by-step guide to following up with negative and positive reviews. This article by Melinda Emerson suggests four ways to do that…