Nothing bothers me more than when I hear a negative review.
It literally bothers us all!
There are basically two simple ways to handle this:
You never respond in the heat of the moment.
In other words, you step away, If you have trouble not responding just state you are going to meet with your staff to address the issue and will respond back as soon as possible. This will give you time to think.
. . . You do not want to sound generic . . .
. . . or you sound like you're just giving the standard response . . .
. . . or (worst of all), you're not listening.
Respond with empathy.
These two simple ways go together, of course.
Sometimes empathy is so hard to put into words, especially when you are hurt.
So, what's the solution?
The answer could be Chat GPT
The answer is to mix in different content the same way a master chef will spice up a dish with some amazing flavors.
Since I see this all the time, and since I get so many questions from my clients on how to handle this, I came up with the perfect way you can do this easily, without the hassle of having to learn.
P.S. Look, ALL the great players know that the secret to standing out from the crowd is by throwing in and asking for great reviews. Reality is that is not always what we get.
Knowing how to handle trolls and bad reviews makes look and sound like a creative genius.
(And more doable than you would ever realize.)
And it's EASY to do when you're shown exactly what to do.
Chat GPT Prompts:
Acknowledge and Apologize: Start by acknowledging the reviewer's experience and apologizing for any inconvenience or disappointment they faced. It's important to validate their feelings and show that you take their feedback seriously.
Be Specific: Address the specific issues raised in the review. This demonstrates that you've taken the time to understand their concerns and are focused on addressing them directly.
Offer a Solution or Explain: If there's a way to fix the issue, offer a solution. If the problem stemmed from a misunderstanding or something that can't be changed, provide a clear and respectful explanation.
Invite to Discuss Further: Encourage the reviewer to contact you directly (through a private message, email, or phone) to discuss the matter in more detail. This shows a willingness to resolve the issue in a more personalized way.
Express Gratitude: Thank the reviewer for their feedback, regardless of its nature. Feedback is valuable for improvement and shows that you're committed to enhancing your service or product.
Be Professional and Positive: Maintain a positive and professional tone throughout. Avoid defensive language or disputing the customer's experience.
Example prompt: I need to craft a response to a reviewer's experience who was unhappy with their service with Kemp Marketing. I would like to apologize for an error in miscommunication and I take your feedback seriously. I have taken the time to understand your concerns with your growth. I do know that if we can work together on your account this will lead to tremendous growth. If you would like to reach out by phone I will be glad to discuss this more in detail or when a good time would be for me to contact you. Thank you for your feedback it is valuable for improvement and I'm committed to offering a great service for my clients. Write this with a positive and professional tone.
Chat GPT's response:
Dear [Reviewer's Name],
Thank you for taking the time to share your experience with Kemp Marketing. We sincerely apologize for any miscommunication that occurred and the impact it may have had on your satisfaction with our services. Please know that your feedback is taken very seriously, and we are fully committed to understanding and addressing your concerns.
We recognize the importance of clear communication and the role it plays in achieving the growth you expect. After carefully reviewing your feedback, we believe that by working closely together, we can unlock tremendous potential for growth in your account. We are here to support you and ensure that your experience with us not only meets but exceeds your expectations.
To discuss this further and explore how we can turn this situation into a positive outcome, I would be more than happy to speak with you over the phone at your convenience. Please feel free to reach out to me directly, or let me know a suitable time for me to contact you. Our goal is to ensure that your journey with Kemp Marketing is successful and rewarding.
We truly value your input as it is crucial for our continuous improvement. Thank you again for your feedback. I look forward to the opportunity to speak with you and to embark on a path of positive growth together.
Warm regards,
[Your Name] [Your Position] Kemp Marketing [Your Contact Information]
Of course this is only a general outline and helps me put my own words into a better format. This seems very robotic and generic as is. I would take the time to edit this so it sounds more like me, my true sincerity, and personalize it.