Dealing with negative reviews

No matter how hard you try to improve every single aspect of your business - from customer support to marketing, development, and all the other parts - there's always a chance that someone will leave you a 1-star or a 2-star review.

It sucks. There are no two ways about it.

After all the hard work that has been done, something like a sudden sinking feeling or a burst of rage is what most of us feel.

Here's the thing - one thing is at the core of it all. Mutual misunderstanding between the customer and the business.

How to work on better understanding your customers is a question for a different time, but now I want to talk about what to do when a negative review actually happens.

1. First of all, take a step back and breathe. It's okay. You need to be calm in order to respond properly.

2. Second, respond as quickly as possible. Being punctual is something that customers appreciate a lot.

3. Third, in most cases, you want to start with an apology. It can usually start with "I'm sorry" or "We're sorry", but you're free to be creative and make the message more personal to each specific customer.

4. Fourth, and most important perhaps, take responsibility. Acknowledge that the mistake is on your end (if it actually is) and let the customer know you're aware of it. Of course, you also want to let them know that you're working on fixing the situation.

These four steps are crucial, but there's more to it. If you're interested in further actionable steps, and if you want to see what are the benefits of responding to negative reviews in a proper manner - we've got you covered.

Head over to https://www.justlikeapi.io/blog/negative-reviews and read everything about it!