Positive reviews show potential customers they can trust you, make your business look established, and set you apart from competitors. Negative reviews, on the other hand, will do the opposite. That’s why it’s so important to respond to every negative review you receive—and Kurt Stenberg from Cochrane Tree Care is here to give you the best advice on HOW to respond in the most effective way:
- Respond quickly to show customers their problem is important to you (1:34)
- Personalize your response by using the customer’s name, thanking them, and acknowledging their complaint (1:54)
- Apologize and empathize with the customer—and don’t take it personally (2:22)
- Own the problem, no matter what might have happened (2:55)
- Take things offline, listen to the customer, and make things right (3:14)
- Ask for an updated review once you’ve solved the problem and satisfied the customer (3:57)
Get our in-depth guide to answering negative reviews on Jobber Academy: [ Ссылка ]
Learn how to provide great service and build lasting customer relationships at [ Ссылка ]
Find out more about Cochrane Tree Care at [ Ссылка ]
0:00 - Intro
0:17 - Why online reviews matter
1:00 - Should you reply to negative reviews?
1:30 - How to respond to negative reviews
4:26 - Final words
