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What happens next?
One-star reviews can quickly tank your Google rating, leaving you with far fewer stars than you might like. To make matters worse, they often land on the page without any comments letting you know where you might have gone wrong. Since these reviews have such a big impact on your score, you cannot afford to ignore them. You must respond appropriately in hopes of resolving the issue once and for all. Here’s how to get that done.
Quality reviews are key in earning new and repeat business. Although it’s ideal to only get four- and five-star reviews, things do not always go that way.
If people do not have the absolute best experience with your brand, a negative review gives you a chance to remedy the issue. But that’s only true if the reviewer lets you know just what went wrong.
Unfortunately, when single-star reviews come in without a comment, you have nothing to go on. So, you must engage with the customer to not only dig deeper into the problem but also solve it to their satisfaction.
With that move, you can easily identify and resolve potentially damaging issues. You will then steadily improve the customer experience, build trust in your brand, and boost customer loyalty.
Easily respond to one-star reviews with no comment by following these four easy steps.
When dealing with a one-star review with no comment, it’s best to assume that you have a very unhappy customer on your hands. Try to empathize with them even though you don’t have much at all to go on at this time.
You will also want to acknowledge their dissatisfaction with your brand and apologize for their negative experience. Keep things short and sweet, but always 100% genuine.
After typing up your apology, invite the customer to contact you with more info. Keep the request cordial and let them know that you’d really like to resolve the matter for them.
Provide a direct way to contact you, like a phone number or email address. Then, be prepared to respond to their correspondence right away to avoid adding to their negative feelings about your brand.
If the customer contacts you with more information about their one-star review without comment, take the time to carefully review their complaint. Oftentimes, it’s best to let them know that you’ll call or email them back with a resolution.
You will first need to reflect on where things went wrong. After that, decide on how to best address the situation to their satisfaction. Then, contact the customer to let them know how you’ve decided to proceed.
Encourage the customer to revise their review if you’re able to resolve the issue to their satisfaction. Ask them to be honest about their experience and rate it any way they see fit. You don’t want to sway their review process in any way, or you could get hit with fines and other repercussions.
As you go through this process, always assume the one-star review without comment is legit. If that ends up not being the case, go ahead and report it. If it’s spam or otherwise inappropriate, Google will hopefully remove the single-star review from your account.
And, less time obsessing about your local presence