Comments on: A Guide to Answering Negative Online Reviews

By: geri

geri — Sat, 03 May 2008 21:36:38 +0000

Thank you for the information in your article.

By: Carrie Hill

Carrie Hill — Fri, 02 May 2008 17:15:12 +0000

@curt - no problem I can fix it!

Thanks for your comment!

~Carrie

By: Curt

Curt — Fri, 02 May 2008 17:12:30 +0000

Skaneateles Suites has fabulous reviews at TripAdvisor (indeed, we are top 10 in all New York State) and lately I have had several Guests comment that “It was hard to believe”.

In contemplating my own travel experience, I have to agree, it’s hard to believe a hotel is ‘perfect’. This is not my way of encouraging negative reviews, rather, that management responding in a public form is really rather more conforting than too-good-to-be-true stuff.

Regards, Curt and the Suite Dreams Team

By: Carrie Hill

Carrie Hill — Fri, 02 May 2008 16:20:34 +0000

@Bryan - thanks for the comment!

@Simon Ashton
I agree - taking a potentially volatile situation offline is a great idea - but having a civilzed talk and coming to a mutually beneficial conclusion ONLINE can be a great indicator of the “care-factor” a business has for their clients. This is definitely something that doesnt happen every time - but it CAN happen and can benefit everyone involved and even future involve-ees :)

Thanks to you both for participating!

Carrie

By: Simon Ashton

Simon Ashton — Fri, 02 May 2008 16:16:24 +0000

I think this is exactly right, although I would take it a step further - we suggest to our clients that they respond to negatives, but also that they take care not to get into a debate with the reviewer.
Even if you respond with a (non-antagonistic) ‘we’re very sorry, this problem has been fixed, etc’, you may find that the original poster, or others, then jump back in with ‘well that doesn’t help me’ or something equally problematic.
It’s all too easy to get into a he-said-she-said, back and forth with people online, but for business owners this can be very harmful. You certainly don’t want to look petty or that you’re constantly on the defensive. Our counsel is (almost) always, “State your initial response, then leave it alone!”.

By: Bryan

Bryan — Fri, 02 May 2008 00:19:28 +0000

Carie -

I couldn’t agree with you more and I think you make some excellent points. Negative reviews can help lend credibility to the other positive reviews about a product, service or vacation home.

Great post…