5 common types of bad reviews online + how to respond

Even the best companies in the world get bad reviews online. Customers are fickle creatures and you just can't satisfy everyone. Next video: "How to increase engagement and get more followers on Twitter?"    • How to increase engagement and get more fo...  

But HOW a business responds can either make an angry customer less angry create MORE negative online PR buzz, or even help a company improve its product, service or brand reputation. The key is to keep an eye on your online reviews. #ChiaExplains what the 5 most common types of bad reviews online are, and how to respond to them — inside the video.

Protect your business and keep an eye on your online reputation with BRAND24. Try it here ➡️ http://bit.ly/26_Brand24FreeTrial

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#ChiaExplains how to respond to bad reviews online:

00:00:23 Who can get negative online reviews?
00:00:44 Common types of bad reviews
00:00:56 Emotional bad reviews
00:01:08 How to respond to bad reviews online that are very emotional
00:01:22 Key TIP for dealing with emotional bad reviews online
00:01:43 Passive bad reviews
00:01:59 How to deal with bad online reviews that are passive
00:02:10 Biased reviews
00:02:43 How to deal with negative online reviews that are biased
00:03:17 Uninformative negative reviews
00:03:35 How to deal with poor online reviews that don’t contain much information
00:03:55 Dishonest bad reviews
00:04:06 How to deal with negative reviews that are simply not true

Creator & host: Chia-Luen Lee

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Chia on Twitter ➡️ http://bit.ly/Chia-Twitter

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There’s no such thing as NOT responding to a bad review online — no response IS a response, and it’s a bad way to go.Find better ways to deal with negative online PR — inside the video.

Hey guys, it’s Chia from Brand24, and today I want to talk about an important aspect of negative online PR — specifically, how to respond to bad reviews online. If you run a company, own a business or if you’re building a personal brand, you’re bound to run into some poor reviews online — and if you haven’t yet, it’s only a matter of time. Even if you do everything by the book, you just can’t please everyone.

So, today, we’re going to look at a few different types of negative reviews, the best ways to respond to them, and how, sometimes, they can even be GOOD for your business.

So, there are at least 5 major types of bad reviews that customers and clients can leave for you online, including: emotional reviews, passive reviews, biased reviews, uninformative reviews, and dishonest reviews.

Now, scathingly bad reviews tend to be emotionally charged, which makes them tricky to handle. A customer who’s driven to leave an emotional rant online is focused on how something made them feel, and not necessarily interested in fixing any problems.

The best way to deal with bad online reviews that are ruled by emotions, is by apologizing and showing empathy for the reviewer’s situation. Even if it seems like one big overreaction, the fact is that somebody feels hurt, and that needs to be addressed.

A key thing to remember when you engage with an emotional client, is that it’s not about trying to change their mind — and no matter how sympathetic you are, you might just receive another emotional rant in response. And that’s okay; everyone is entitled to their feelings. The critical thing is to respond. Silence at this point just makes your company look irresponsible, like it’s trying to ghost a dissatisfied customer.

Passive bad reviews — even if they’re negative — are my favorite, because they’re the most helpful kind of bad review. That’s because: A) they provide you with information about the problem, so you have a better idea of how to fix it and B) they aren’t emotionally-driven, which makes them much easier to respond to.

The best way to respond to a passive yet negative review is with a quick apology — one that also tells the reviewer how you’re going to fix the problem and prevent it from happening again.

Now, biased reviews are simultaneously annoying and helpful, because they’re based on subjective opinions. It’s like when someone tries red wine for the first time, and gives it a poor review because they’re used to white wine — this is annoying, because the bad review is based on an opinion; but also helpful, because having a few bad reviews gives your company credibility. If all of your reviews are 5-star raves, that can look suspicious, even if you’ve earned them. It’s actually good to have a few neutral or bad reviews online, and the ones based on personal bias are by far the least destructive!

So, there are a few different ways to han...

See video for MORE tips!