Responding to negative reviews can be difficult. Let's face it, many people these days take to Social Media to either sing your praises or shout your faults. However, there are some rules your should obey when responding to reviews. Here are the top three things to keep in mind with your responses:
- Reply to each negative point made, being sure to state what is in question along with your reply or answer.
- Be careful with apologies and only use if the situation warrants
- Don't be combative as the goal is to retain them as a client
Another good idea is to check and make sure that the person posting those reviews is/was an actual client. Often there could be a mistake with a negative review, so it's always good to double check!
If your situation is very desperate, please feel free to contact your CSM (Client Success Manager) for advice on a response.
Additionally Google now has a new form where you can request the removal of GMB spam: https://support.google.com/business/contact/business_redressal_form
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