How to Respond to a Review When the Customer Is Wrong (With Template)
Wrong customer reviews can have a detrimental impact on sales and customer trust. While a positive review enhances a business's reputation, not every review will be honest and optimistic. With the impact of customer reviews currently, business owners need to develop a consistent strategy for effectively responding to negative or even wrong customer reviews. Sometimes, the right response can turn a false review into an opportunity to showcase a company’s customer service. In this article, we’ll show you how to manage and objectively respond to false Google reviews made by your customers.
Why Google Reviews Matter for Small Businesses
Google reviews are crucial for small businesses because consumers rely on them to make purchasing decisions. Surveys show that 93% of consumers read customer reviews online before making a purchase. A positive Google review reputation significantly empowers small businesses, while a negative review reputation can do the opposite. There’s no denying that Google reviews have a major impact on a small business’s ability to attract new customers. Reading just one negative review can easily deter potential customers, leading small business owners to place great emphasis on their reviews and star ratings.
This becomes especially detrimental when customers—or even non-customers—write misleading negative reviews that tarnish a business’s reputation. Unfortunately, instances like these are not uncommon and are often done maliciously, with the knowledge that they will affect the company’s potential sales. When faced with a situation where the customer has left a wrongly negative review, it’s tempting to react emotionally, but it’s essential to maintain professionalism and respect. Here’s what to consider before responding to a review:
Key Considerations When Responding to Negative Customer Reviews
Investigate: Before responding, investigate claims made in the review honestly — even if your first instinct says the review is incorrect.
Respond Promptly: Show customers that you value their feedback by responding within 24 to 48 hours. This is also important for clearing the air and clarifying any discrepancies, if applicable.
Stay Professional: Responding with anger and disrespect will not only escalate the situation but also appear distasteful to potential customers. A respectful and considerate response will reflect positively on your brand and show future customers that you can handle disputes professionally. Offer to take the conversation offline if necessary.
Apologize When Necessary: Acknowledge and address any legitimate issues in the review adequately. Don’t be too prideful to apologize to the reviewer for what was done wrong. This demonstrates that your business is open to constructive criticism and takes accountability.
Provide a Solution: Offer a remedy to demonstrate your brand’s commitment to customer satisfaction and making things right. The resolution will depend on the situation, but examples include refunds, replacements, or gift cards. This approach will help deescalate the situation while also creating an opportunity for the customer to return.
Responding to Customer Reviews When the Customer Is Wrong
Responding to customer reviews becomes complicated when the information in the review is incorrect, dramatized, or misleading. Situations like this can easily provoke business owners to become emotional; however, maintaining professionalism and remaining calm is essential. Even when the customer is wrong, consistency in your customer service and brand representation is the priority. Validate their feelings as best as you can without admitting fault for things you did not do.
When it comes time to address their incorrect claims, ensure your tone is neutral and non-defensive, presenting only the facts objectively. For example, if a customer claims they didn’t receive a product, you can state, “According to our records, your order was delivered on [specific date].” This conveys your message in a fact-based, impersonal, and professional manner.
Responding to Customer Reviews When the Customer Has Lied
If faced with a situation where the customer has lied, don’t panic. Google does not allow business owners to delete reviews; all you can do is flag it as a violation of Google’s review policy. This means that the only method for recovering from an inaccurate review is through your response. Continue with the same method mentioned above, using facts to debunk their claims in an objective and non-defensive manner.
For instance, there are scenarios where a customer who had a bad experience may ask someone who wasn’t there to leave a negative review as well. If you have confirmed this is the case, respond to the other person’s review by stating: “After searching through our records, we were unable to find your name on our client list.” This approach effectively denies their claims while maintaining professionalism.
If the Customer Is Wrong: Free Customer Review Response Template
If you’re unsure about how to move forward, use this free, easy-to-fill-in customer review response template. This template is specifically designed for instances where the reviewer is wrong or lying in their review. Using this template will ensure you maintain professionalism while still clearing your name in the eyes of potential customers.
Customer Review Response Template for When the Customer Is Wrong
Hello [Reviewer's Name],
Thank you for taking the time to share your feedback with us. Hearing your thoughts helps us improve our service!
We understand that you're feeling [insert the customer's feelings, e.g., disappointed, frustrated] with your recent experience at [insert business name]. We want to assure you that we take customer feedback seriously. After reviewing your case, we’d like to clarify a few details.
[Insert a factual explanation addressing the customer's claims. For instance: "According to our records, your order was delivered on [specific date]."]
We apologize for any confusion this may have caused. Our goal is to provide our customers with the best [products and/or services] possible, and your experience is important to us.
If you have any further questions or concerns, we encourage you to reach out to us directly at [insert contact information]. We would love the opportunity to discuss this further and work towards a resolution together.
Key Takeaways for Responding to Incorrect Customer Reviews
Small businesses rely on Google reviews for retaining customer prospects
Most customers refer to Google reviews before making purchasing decisions
Some customers will fabricate or dramatize reviews after having a bad customer experience
Take the time to consider and investigate whether a bad review is genuine before responding
Maintain professionalism when addressing negative reviews
Use a neutral tone when debunking statements made in an inaccurate customer review
