How to Turn Negative Reviews into Positive Outcomes: Proven Techniques

We recently discussed how to handle client disputes. Ideally, following those strategies allows you to resolve issues offline. But what if the client takes their frustration online in the form of a public, negative review?

While there are similarities in handling online and offline disputes, a few nuances set online reviews apart.

Take a Step Back Before Responding

As with offline disputes, the first thing to do is take a step back from the keyboard before those hands get you into deeper hot water. Give yourself time to manage your emotional reaction to someone’s negative experience with your brand before reacting publicly.

The last thing you want is for an emotional response to worsen the situation. Take a moment to pause and then craft a direct, non-emotional response.

Once you’ve gathered yourself, you’ll be able to respond with a clear mind, which leads to the next point…

Always Respond to Negative Reviews

Let me be VERY clear:

You must have a public response.

Even if you know the review is a troll or totally baseless, ignoring it can further damage your reputation further. Many people read public reviews and check to see how the company has responded before making decisions, so it’s important to show that you’re attentive and proactive in addressing concerns.

Acknowledge the Feedback and Offer a Solution

Begin by expressing disappointment that the reviewer had a negative experience, then offer to discuss it further offline. Moving the conversation away from the public eye helps avoid a prolonged online exchange, which could only feed the flames of negativity as tone can easily be misconstrued via text.

Here’s an example of a response:

“We’re sorry to hear that your experience didn’t meet expectations. We’ll reach out to you offline to learn more and make things right.”

When to Delete Negative Comments

If a negative comment appears on a public announcement or social media post, you might be tempted to delete it.

RESIST THE URGE!

Many people pay close attention to comment sections, and deleting a comment can backfire. It’s often better to respond, acknowledge their perspective, and clarify your stance.

For example, if a recent change led to frustration, you could say:

“We understand your frustration and appreciate your feedback. We also had concerns, which is why we made this change to benefit our community in the long run by [reiterate your reasoning].”

Below is an example of how Tom Ricketts, Chairman of the Board of Directors for the Chicago Cubs, addressed similar frustrations. After a disappointing season, he acknowledged fans’ concerns and emphasized the team’s efforts to make positive changes:

Public Comment Made. What’s Next?

Once you’ve addressed the comment publicly, try to move the conversation to a private setting, ideally through a phone call. (Gen Z might resist, but yes as a service business, phone calls are essential to resolve issues. No texting or emailing 🙅🏻‍♀️)

This allows for a more personal touch and gives the customer a chance to express their thoughts directly.

Let them talk first. Often, people leave negative reviews because they don’t feel heard.

By allowing them to share their experience, you’ll both immediately disarm them and fully understand where things went wrong. Then you are more prepared to provide a resolution that appeases them and saves your brand image.

Ask for a Review Update Only After Resolution

If you reach a positive outcome, you can gently ask if they’d consider updating or removing the review. However, only make this request once the issue has been resolved to their satisfaction.

Conclusion: Turn a Negative into a Positive

Negative reviews, while frustrating and disappointing, can be an opportunity to demonstrate your brand’s commitment to customer service. By taking a thoughtful approach, acknowledging feedback, and resolving issues offline, you can show your dedication to customer satisfaction and even turn detractors into advocates.