+1 401.217.9594 hello@mindthegapcyber.com

Let’s face it. Your business can’t always be loved by every customer. In responding to negative TripAdvisor reviews, there needs to be a plan in place to effectively manage the dissatisfaction. Many businesses rely on TripAdvisor or Yelp to generate new business.

It is important that there is a response to one or two star reviews. Currently consumers have fairly low expectations that organizations will respond to their negative posts on social platforms. In a survey by The Retail Consumer Report, it was found that 61% of consumers would be shocked if a service provider responded to their negative comment on a social platform.

According to the survey, through listening and proactively responding on the social platforms, service providers have a chance to turn disgruntled customers into social advocates. Of those who received a reply in response to their negative review:

  • 33% turned around and posted a positive review.
  • 34% deleted their original negative review.

Responding to negative reviews can be advantageous to an organization. There are some fundamental means when dealing with one or two star/negative reviews:

  • Respond quickly instead of responding instantly to the review.
  • After exhaling, reread the review objectively and understand what the poster wants or what is their mindset then respond to it if warranted.
  • Take time to research the situation. Is it a valid review from an actual customer? Who is the customer? Seek feedback from staff to the specific situation.
  • Decide if you should respond publicly and have an open conversation. Or you can acknowledge the concern and then take it offline. How you handle a particular situation depends on the factors involved.
  • Address the issues in the review in a calm and reasonable manner.

There is another challenge organizations must be aware of and that is  a possibility of fake reviews on platforms such as TripAdvisor and Yelp. Organizations need to be aware of this underhanded practice of others.

breach crisis communications

Subscribe To Our Newsletter

Cyber moves fast. Keep updated. Join our mailing list to receive the latest news and updates from our team to keep you cyber safe.

You have Successfully Subscribed!

Share This