Replying to a negative Google review

How to reply to a negative Google review

 

Avis Local’s team

April 1 2019

Oh no, misery! You’ve just received a negative review on your Google listing and you don’t know how to address the issue. To have a negative review is not the end of the world, it’s about dealing with this situation the right way and in the rules of the art.

Here are 4 rules to follow to convert a negative review into an opportunity to conquer new customers.

1- Be responsive! NEVER leave a negative review unanswered

2- Respond quickly but not in the heat of the moment

3- Always stay polite and professional at all times

Thank the person for their comment
Apologize and show empathy
Show him that you care about finding a solution to the problem
Write that you would be happy to see him again in your business
Always sign your answer by the manager, director or owner
Respect grammar rules and write WITHOUT fault
4- Get in touch with the author of the comment

Try to contact the customer as quickly as possible by phone to resolve this situation. In order for the customer to modify or delete his review.
If you do not have any contact information, please ask them to contact you by phone or email to correct the situation.

Negative reviews are inevitable on the Internet. They are valuable feedback that you must manage in the right way to preserve your online reputation. Use them to prove your good faith.

With the Avis Local app, you’ll be able to get dozens, even hundreds of 5-star reviews that will diminish the impact of a negative review. Let’s try to see the good side of things: no one is perfect and having some negative reviews will make you more human. But don’t forget to answer them because Google detects companies that manage their reputation online and automatically improves your Google ranking.

To remember:

Here are 4 rules to follow to convert a negative review into an opportunity to conquer new customers.

1- Be responsive! NEVER leave a negative review unanswered

2- Respond quickly but not in the heat of the moment

3- Always stay polite and professional at all times

4- Get in touch with the author of the comment

 

 

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