How to Respond to Negative Online Reviews
First Thing’s First: Should You Respond?
A recent Twitter poll estimated that roughly 70% of online reviews never receive any response at all. Which begs the question: Should you answer a negative review? Answer: YES, most of the time. An unanswered negative review for your business has the possibility to become an ugly scar on the face of your business. But a negative review, answered in the proper way, has the potential to become a positive experience and example for future patients. The exception? Obvious personal attacks or vulgar comments do not justify a response. Cooler heads will prevail – Your audience is smart enough to see through a ranting reviewer who is just here to sling mud. There’s no need to respond to such reviews.