What are some common mistakes to avoid when replying to negative reviews online?

If, you can respond, then the best course is to be clear and kind, just like you should be in person. e.g. There are some industries, like many state regulated financial advisors that cannot respond to reviews.

Great advice! When you respond quickly rather than waiting, it gives your company the best possible reputation online without alienating any possible new clients.

Even if the complaint is completely false, always be respectful to the sender and ask for a conversation off the web. But, remember, never explain, never complain (on line, at least)

I can not fully agree nor disagree with this statement or analysis. One I suggest understanding both sides first, to understand what transpired to that negative review. I made this my first suggestion because, we were taught that the customer is always right, which can cause conflict. No they are not, they are only right to a certain extent and that depends on the situation. First is it based off their experience with the product, service or both, as far as the negative review. Identify the source. Second always remember that humans are subject to emotions rather good or bad, they are subject to life's ups and downs. Question is did they already come with a preconceived notion, did they already have this prefabricated mindset

Sometimes our brains tend to seek external confirmations that act as evidence or reasons to our internal or psychological perspective, and most are again prefabricated or a preconceived notion, in simple terms the mind of an individual is already made up about a person, place or thing. In my previous contribution I stated knowing or identifying the source. So if you decide to respond to a negative review be mindful of the factors that lead up to their negative review, be mindful of behavioral patterns and always remember customer relationships are like the ebbs and flows of life so its a hit or miss

It is important not to respond in a reactive, emotional manner. Allowing your emotions to write a response will create an unprofessional appearance. When other customers read your responses, there is a much higher chance they'll feel uncomfortable engaging with the company.

There may be times when the customer is not right in their views/complaints/opinions but businesses need to make sure to always stay professional. Also keep in mind that negative reviews can also be a good way to find issues related to your product/company that can be resolved. Community input is an important part of growing your business.

It is easy with social media for your public response online to a negative review or complaint to be widely shared or viewed, even if you delete it shortly after. Remember that everyone is watching and don't lose your cool...you want to be the calm and collected company that listens, seeks to understand the problem, and will work with the disgruntled customer to resolve.

I would advise not to take anything to personally. Everyone has an opinion. Try to stay professional at all times and maintain your bearing. Your business or work may get criticized Remember that its not you but your work being critiqued. I would try to help and resolve any issues with my reply. Share information that can help the individual if possible. Always stay positive.

Depending on how big the company, how many negative review are received, over how many platforms, how often those reviews are submitted, and the staff you have to respond....completely personalized responses may not be possible every time. Creating a template for your staff to use can be helpful as well as training for your staff on appropriate language so the message you want delivered is communicated correctly.

You absolutely want to follow up, directly with the complainant. This followup shouldn't be too soon (will appear nagging) or too late (will appear you don't care and the complainant may not want to talk about it anymore). Personally, I think a week followup is the perfect timeframe but that could depend on the nature of the complaint (perhaps a quicker follow up is necessary). This followup should happen for every complaint, because it's not just the complainant's opinion of the interaction that is important but anyone else who comes across that negative review. Following up privately won't show to the casual viewer that the issue was resolved.

The customer is not always right. However, noticing a trend in customer complaints will help you discover what is consistently annoying your customers...these complaints may be resolved by clearer communication through ads/marketing or better training for your staff.