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Online reviews can help or hurt your business. If you get a lot of positive reviews, then it can certainly give a big boost to your online reputation. On the other hand, negative reviews can put a dent in your reputation. That is, unless you can find a way to turn those negatives into positives. That’s precisely what I’m going to teach you how to do today.

Here are 5 ways to turn negative reviews into a positive:

  1. Refrain from being a jerkwad – Instead of getting angry and lambasting the reviewer with insults for the entire world to see, take a step back and don’t do anything at all. Cool down first. After you have had a chance to calm down and think about what the reviewer said, then you can offer a level-headed response with some reason.
  2. Thank the reviewer – When you do respond, thank the reviewer for their input. Then, offer to resolve their situation amicably.
  3. Issue a sincere apology – Be sincere and apologize for the bad experience. Most businesses won’t apologize at all and most that do will do so badly. If you apologize sincerely and make the reviewer believe it, then you’ll be way ahead of your competition.
  4. Offer to fix the problem – If possible, send a private message to the reviewer offering to resolve their problem amicably. Offer a coupon or a discount on a future service. Maybe you can offer a free product or service on their next visit. Whatever it takes to make them a happy customer, do it. There’s a good chance you could turn a negative review into a positive review – and keep a customer.
  5. Leave your phone number – If you cannot send a private message through the review site, leave your phone number instead, and offer to have that reviewer call you so that you can resolve the problem. If you offer a discount or free service in lieu of the phone call, then you could turn a negative into a positive with just one phone call.

When it comes to online reviews, every review is a reputation management opportunity. Turn those negative reviews into an opportunity to perform an awesome service and see what happens.

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