How to Respond to Bad Reviews: Turning Bad into Good

How to Respond to Bad Reviews: Turning Bad into Good

Posted by Julie-Ann Dizon on Nov 12th 2021

In today's digital fashion world, clothing business owners will have to face a bad review. Despite your efforts to please your consumers and provide outstanding quality service, a bad review may arise. You must respond to it, no matter how annoying it is.

Why? Because it is an essential aspect of social marketing.

Dissatisfied customers want to be heard and have their opinions acknowledged. It would be best if you take particular caution when responding to customer feedback, especially negative ones.

Here are seven simple measures you can take to ensure you nail your negative review answers.

1. Address the reviewer as quickly as possible

It's not enough to examine the review; you also need to respond as soon as possible. Don't let the customer wait too long. You are not through with this process until you deliver on your promises. Make sure you follow up in a timely enough manner, so they recall the original interaction. Address the issue and offer a solution within 24-48 hours from the time they post the review. The fastest response they get, the more sincere words your words will feel to them.

Set up notifications on your accounts with crucial review sites, as well as a Google Alerts notice for your company name, to receive an immediate alert anytime a review is submitted.

2. Acknowledge the customer's review

Show appreciation by saying thank you for their feedback and offer to give a solution to their concern. Show the consumer that you can look at things from their point of view to create a lasting impact on them. Do not respond in an impolite way that might start an argument on a public review site. Remember to keep a hold of your emotions and acknowledge their bad experience.

"Thank you for your feedback. We are sorry to hear that you had a horrible experience, but I really appreciate you bringing this issue to us and will resolve it promptly and accurately."

3. Apologize and show sympathy

Apologizing and showing sympathy indicates that you care about your customers and are not too proud to admit your mistakes. Even if it's not your fault, apologize anyway. It is an excellent opportunity to build and strengthen trust between your company or brand and the customer. Apologizing to your client rather than arguing with them is an example of good customer service.

"We regret if our service fell short of your expectations."

"We regret that your experience did not live up to your expectations. It is all up to us."

"We established high expectations for ourselves, and we are unfortunate that your experience with our business did not match them."

4. Accept Responsibility

Make no excuses. If you're going to be defensive, don't do it. Recognize the customer's experience, whether it was an unusual occurrence, an isolated case, an unpleasant incident, or a bad day. Meanwhile, reassure them that you hold yourself to high standards.

You can say:

"We always strive to provide a wonderful experience, and we are saddened when we fail to meet your expectations. Thank you for informing us. We will use the feedback to improve and ensure that this never happens again."

5. Make it right

Avoid generic replies that fail to solve or address any particular concerns highlighted in the review when responding to negative comments. In your response, include information on the customer's experience (where appropriate) as well as any adjustments or enhancements you have made or will make in response to their comments.

If the customer is deserving of a refund, try providing a complimentary service or product to compensate for the previous one. Find out what's causing the dissatisfaction and make things right. It can occasionally result in the removal of a negative review or the transformation of a negative customer review into a positive customer review.

"On behalf of everyone at [Your Company Name], please accept my apologies. Please keep in mind that your situation was unusual. As seen by numerous evaluations, we are recognized for taking control and genuinely caring about our customers. We can't change the past, but you have my commitment to improving how our team treats each customer.

6. Move the Problem Offline

It is always preferable for you and your customer to discuss the matter directly and take it offline. It avoids additional shame on your part and prohibits intervention from outside parties. As a result, in your review response, you should include direct contact information for customers.

You can contact the consumer via another platform if it is more convenient for them. For example, if your website or app has a customer chat function, you may ask them to file an official complaint.

Alternatively, you may ask them to contact you directly through phone or email. If this is the case, please double-check and provide the general manager's or the customer service representative's name, title, and direct contact information. You're showing that their experience is significant to you and that you're prepared to listen to them.

Here are a few phrases you may use:

"We would appreciate the chance to explore your feedback further. Could you please contact me at [Email Address] or phone our team at [Phone Number]? We will collaborate with you to fix any concerns as soon as possible."

7. Request a Second Chance

Don't close the door on unfavorable feedback. Extend a (digital) hand instead. Invite them to buy again in your online store., and when they do, greet them with open arms.

This not only gives you the option to shift the topic, but it also creates trust in your ability to offer an experience worth raving (rather than complaining) about.

You can say the following:

"Thank you for putting our attention to this. I apologize for failing to meet your expectations. I would value the opportunity to earn your trust again. Don't hesitate to get in touch with me or ask for my assistance the next time you visit [Company Name]."

Putting This to Action

No one should ignore the value of negative feedback. You must ensure that you manage inadequate evaluations well enough to turn them around in your favor. And a significant part of that is responding quickly and treating others with respect.

You may be tempted to lash out and allow your emotions to control you, but doing so will only make things worse. You'll have a better chance of changing bad into good by taking these guides, and you'll get more conversions as a consequence. Use a negative review to your advantage; it is far preferable to invest in making your products and services more seamless to deliver a better overall client experience.