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Key Agent Newsletter
Spring 2016


- 10 Do's and Don'ts for Responding to Negative Online Reviews
- Tips for Getting a Better Insurance Rate
- Planning a Good Offense: How to Hurdle Security Issues
- On the Road with MiniCo

10 Do’s and Don’ts for Responding to Negative Online Reviews

10 Do's and Don'ts for Responding to Negative Online ReviewsNot long ago, if a customer wanted to complain about your business, he or she had to do so in person, over the phone, or in a letter or e-mail. Today, review sites like Yelp have made it easy for customers to air their grievances about your service in a very public forum. Reading a negative review is never pleasant. But what is the best way to respond without further damaging your facility’s reputation?

Here are some do’s and don’ts for responding to negative online reviews.

5 Don’ts

Don’t Ignore Online Reviews – Make it a routine to search popular review sites for new reviews about your business.

Don’t Respond Immediately – When it comes to responding to a negative review, time is of the essence. However, it is more important to take a little time to calm down and think through your response. It’s never a good idea to type while angry!

Don’t Lose Your Cool – You are emotionally invested in your business, so it’s easy to take a nasty comment personally and feel the urge to lash out in response. Not only is that type of behavior unprofessional, it can cause further harm your operation’s reputation.

Don’t Be Rude – So a reviewer called your manager a “jerk.” That doesn’t mean it’s a good idea for you to respond in the same way. However you choose to respond, keep your words professional.

Don’t Respond to Personal Attacks – Speaking of words like “jerk,” if a review is nothing but a personal attack on your employees without a substantive complaint, don’t feel compelled to respond. If you choose to do so, keep it along the lines of, “Please contact our office directly to discuss your concerns.”

5 Do’s

Do Respond Online – Make an effort to respond in a professional way to online reviews.

Consider the Direct Approach – Some issues are too complicated to resolve in an online forum. Once you have acknowledged the review online, it may be helpful to say something like, “I share your concern about this incident and would like to work with you to resolve it. Please contact me directly to discuss this matter.”

Do Respond to Legitimate Concerns – If a reviewer describes a legitimate customer service issue, it is imperative that you respond quickly and work with the customer to resolve it.

Admit Wrongdoing and Apologize – If your business dropped the ball or made a mistake, admit it and make a sincere apology. We all make mistakes, and potential customers reading the review online are more likely to forgive an incident if the business owns up to its error.

Make a Positive Out of a Negative – Once the situation has been addressed, respond to the review online and explain what has changed. For example, “I apologize that your gate code was not working on your last visit. The keypad was faulty, and I appreciate your bringing this issue to my attention. Repairs have been made, and the keypad is functioning properly. Please contact me directly if you have any problems on your next visit.”

Overall, online review sites provide a service for both customers and businesses. If you make it a habit to monitor these websites for reviews about your business and respond in a sincere, professional manner, you may soon find that your positive reviews far outnumber the negative comments.


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MiniCo Insurance Agency, LLC
10851 N. Black Canyon Highway, Suite 200, Phoenix, AZ 85029
California License # 0H04984

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