Show your readers that you can respond graciously to even the most scathing review. In the long run, reacting in a defensive way will only fan the fire of the bad review. But it’s important to make sure the tone of your response conveys deference, not defensiveness.īe polite, respectful, and even humble in the tone of your reply-even if every fiber of your being is fuming with rage and defensiveness. Well go out and take a breather or shout obscenities to your heart’s content into your pillow. It can be really hard to swallow your pride and respond kindly to a review that frankly, may totally irritate you.
Perfect Pitch: Get your message across with the right tone This is not only personable, but it’s impressive to readers to your audience that someone in a leadership position took the time and care to respond to and resolve a negative review.Īre you the only one who works for your agency? Well, we’re not telling! Put your title on there anyway 🙂 3. But responding to negative reviews is a job for the Grand Poobah of your travel agency-the CEO, president, founder or whatever the fancy title might be.Īnd while we’re on topic, make sure you sign your reply with your name and title at the end of it. It might also be tempting for you, the boss-person, to delegate the unpleasant task you don’t want to do. Leave it to leadershipĭo not delegate this task.
This will show a level of professionalism and care for your customers, and begin to temper a reader's negative bias with your own positivity. It’s important to respond thoughtfully to the negative review as soon a you’re able. So while it might be tempting to dismiss a negative review as unfair or absurd, if you let it just sit around it will literally cause fester and rot to the reputation of your agency. What does this mean? It means that negatives review leave an impressions on your readers/clients to a disproportionate amount. According to Psychology Today, People are so sensitive to negativity bias, that in one study it was found that in order to counteract a negative reaction, there needs to be 5 times as much positive feeling. It’s entwined with their survival instinct. The sad truth is that people tend to cling to the negative. We have some tools to help you when responding to negative reviews. What do I take this to mean? That responding to negative reviews can potentially leverage the positive view of the great service your business provides. In fact, when I was digging around for travel agencies that took the time to respond to negative reviews, what I noticed is these negative reviews were the exception. If negative reviews are the lemons, then the marketing opportunity it can become is the lemonade you can make from it. It’s cliché to say that you can turn an obstacle into an opportunity, but in this case it’s true.
Or maybe you were having a bad day, and you know things just weren’t 100%.
#When you dismiss family and your the negative nancy serial
Or the serial negative Nancy that has a bone to pick with the entire world, and today they are taking it out on your business. But there will always be the client who thinks every restaurant should be exactly like Wendy’s no matter what. You try so dang hard to deliver the best product to your customer, to go the extra mile. Negative reviews are a bummer, and that’s an understatement. But responding to negative reviews, that can raise the ol' blood pressure!
In some ways, to get a negative review is to reach an important business milestone. Negative reviews of your travel agency: Really, it happens to the best of us.
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