Negative reviews are frustrating, to say the least. Often, the reviewer’s side of the story differs from your own. Since this isn’t a face-to-face engagement, it’s tempting to ignore the negative feedback and hope positive reviews will outweigh the words of the unsatisfied customer.
Imagine treating an in-person situation in such a way. You would never walk away or refuse to engage with an unhappy individual if they stood directly in front of you. As uncomfortable as the situation might be, you need to find a solution. Why, then, would you treat online criticism differently? The truth is, you shouldn’t.
Data shows consumers who see a response to a negative review are much more likely to view the business/organization in a positive way than those who see no response. Responding also improves SEO. It makes sense if you think about it, but many brands still don’t practice this simple tactic.
When you receive negative online feedback, there are a few things to keep in mind:
The most important thing to remember is that when you don’t respond to negative reviews, it’s the same as turning a blind eye or a deaf ear to a customer who’s standing right in front of you. You’d never ignore someone in your office or at the front desk. It would give them the impression that you don’t care. Likewise, when you dismiss negative online reviews, you’re saying so much more than you may realize.
Do you find it challenging to respond to negative reviews, or is your community experiencing a bad, inaccurate reputation because of those reviews? If so, let one of our experienced professionals show you how we can help so you can focus on current and future residents. Let’s Talk!
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