Negative reviews will accompany the work of any company, even if it is built perfectly, and employees never make mistakes. What can we say about a real situation, when mistakes are part of the process. Therefore, you can’t escape negativity, but it is important to work with it correctly.
Firstly, you shouldn't perceive such reviews as a disaster. Secondly, you need to work through each message from the client and give a response. Our article will tell you about what responses hotel email list should be and the rules for working with negative reviews.
It is very pleasant to receive positive reviews – this is an indisputable fact. Now try to answer one question honestly: “Do you want clients to write only good comments?”
It is no secret that there are no products or services that would equally satisfy all consumers, which often becomes a good incentive for further business development. Therefore, you should strive to ensure that your customers leave honest reviews, and not those that will feed your ego.
In addition, potential clients are extremely distrustful of companies whose work receives only positive feedback, seeing some kind of catch in this.
You should focus your efforts on making sure that visitors' reviews are not just formal: "Thank you. Everything went well." They should not only be honest, but also lively.
Visitors do not like to read impersonal reviews and simply do not pay attention to them, therefore, they do not bring any benefit. Why does a person need useless information?
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Your job is not to remove negative reviews and collect as many good ones as possible.
You should set up effective work with negative reviews. For example, clients of a company providing cosmetology services left only well-deserved laudatory and grateful reviews.
To prevent potential clients from starting to think that “something is fishy here,” the company’s management decided to “emphasize this idyll” themselves and add a bit of naturalness.
They wrote a review on behalf of a client who expected something more. The comment was neutral, but with a hint of negativity.
This kind of work must be approached with great caution, as any incorrectly chosen word can lead to very unpleasant consequences.
If you decide to act in this way, then your dissatisfaction should be directed at an aspect that can be adequately defended, dispelling all the doubts and fears of the client.
In other words, you publish a neutral review that contains a little dissatisfaction, and your response should focus on the company's merits.
Why are negative reviews necessary?
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