Responding to negative customer feedback has never been easier

Negative feedback is better than no feedback

BrandLoyal has brought a new age immediacy to conflict resolution and responding to negative customer feedback.

In real-time, management receives a text message when negative customer feedback content is published, our system can help you respond to clients in a rapid and professional manner.

Flow of a customer review

Don't ignore negative feedback

People are 3x as likely to share a negative experience, so it's crucial that business owners take control of their response procedures.

Man disappointed with service, he will leave bad review

"The Best defence is a Great offence"

Tips to consider when responding to upset clientele:

1) Never respond with standardized messages.

2) It's usually best to apologize and move on. Ultra defensive responses are usually perceived as petty by clients.

3) Don't spark a conversation on the review thread. Things could get much, much worse. Instead, suggest a phone call.

4) Respond proactively, consistently, and quickly.

5) Once the conflict is resolved, communicate that the customer's feedback is valuable to you.

6) If it becomes clear that a competitor is posting to defame your operation, request specific information that might expose them.

Use this as an opportunity to educate about malicious competitor reviews.

7) "This is from an employee that we let go."

The appropriate solution, in this case, is to contact the ex-employee directly and provide non-threatening reasons to reconsider.

8) A reasonable discount or apology can act as a pacifier.

baby with a pacifier

Negative reviews are just as important as positive ones, but you need to be collecting 5-star reviews if you want your Google rating to increase. Here are some tips and tricks to get more 5 star reviews.