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How to Overcome Negative Online Reviews

Negative online reviews matter! Many consumers make their buying decisions based on a company’s online reviews. My advice for you today is to try your very best to turn those negative online reviews around to work in your favor.

Let’s pretend that a customer leaves your pet sitting business a scathing review on Yelp. Below are three different ways that you can handle it;

#1. BAD: You completely ignore the review

#2. BETTER: “Hi, thank you for your feedback. We will use your comment to strive for a better experience for our customers.”

#3. GREAT: “Dear Eileen, We sincerely apologize for the negative experience you had with [insert pet sitting business name]. I am disappointed about [insert negative event.] We strive to provide the very best that pet care has to offer and in this instance it doesn’t appear that has happened. I would appreciate the opportunity to make things right with you and [insert pet’s name.]. As a token of good faith, I would like to offer you a full refund for your service order. We value you as a person and as a customer of [insert pet sitting business name]. My sincerest apologies, [insert your name]

Some Things To Remember:

  • Personalize the response by using the customer’s name.
  • Address the issue.
  • Be accountable and take responsibility.
  • Put yourself in your customer’s shoes.
    • Would you be frustrated if this happened to you?
    • What would it take for you to feel better about the situation?
  • Don’t make things worse by writing something negative back, out of anger.
    • Make sure you have calmed down and are thinking rationally before writing back.

Additional Tips:

  • Regularly solicit customer feedback. If your customers believe that you truly care and want to hear from them, they will be less likely to post a negative review without first coming to you for a resolution.
  • Encourage your happy customers to write positive reviews and showcase them on your website, in your newsletter and on social media.
If your customers believe that you truly care and want to hear from them, they will be less likely to post a negative review without first coming to you for a resolution. Click To Tweet

If you would like to read the example I spoke about in my video, click this magical link. <=====

Your Homework Assignment: Create a system where you are consistently soliciting feedback from your customers and encouraging positive online reviews.

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