{"id":6611,"date":"2022-01-13T05:41:00","date_gmt":"2022-01-13T05:41:00","guid":{"rendered":"https:\/\/prettylinks.com\/?p=6611"},"modified":"2022-04-29T16:44:19","modified_gmt":"2022-04-29T16:44:19","slug":"publicly-handle-negative-review","status":"publish","type":"post","link":"https:\/\/prettylinks.com\/fr\/blog\/publicly-handle-negative-review\/","title":{"rendered":"Comment g\u00e9rer publiquement un commentaire n\u00e9gatif sur votre entreprise (en 5 \u00e9tapes)"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_2 counter-hierarchy ez-toc-counter ez-toc-custom ez-toc-container-direction\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Contents<\/p>\n<label for=\"ez-toc-cssicon-toggle-item-69dad9558f195\" class=\"ez-toc-cssicon-toggle-label\"><span class=\"ez-toc-cssicon\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #000000;color:#000000\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #000000;color:#000000\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/label><input type=\"checkbox\"  id=\"ez-toc-cssicon-toggle-item-69dad9558f195\"  aria-label=\"Toggle\" \/><nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/prettylinks.com\/fr\/blog\/publicly-handle-negative-review\/#Why_Its_Important_to_Respond_to_Negative_Reviews\" >Why It\u2019s Important to Respond to Negative Reviews<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/prettylinks.com\/fr\/blog\/publicly-handle-negative-review\/#How_to_Publicly_Handle_a_Negative_Review_for_Your_Business_In_5_Steps\" >How to Publicly Handle a Negative Review for Your Business (In 5 Steps)<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/prettylinks.com\/fr\/blog\/publicly-handle-negative-review\/#Step_1_Consider_Having_the_Review_Removed\" >Step 1 Consider Having the Review Removed<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/prettylinks.com\/fr\/blog\/publicly-handle-negative-review\/#Step_2_Apologize_Promptly_Politely_and_Professionally\" >Step 2 Apologize Promptly, Politely, and Professionally<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/prettylinks.com\/fr\/blog\/publicly-handle-negative-review\/#Step_3_Explain_Yourself_and_Highlight_the_Positives\" >Step 3 Explain Yourself and Highlight the Positives<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/prettylinks.com\/fr\/blog\/publicly-handle-negative-review\/#Step_4_Offer_to_Make_it_Right\" >Step 4 Offer to Make it Right<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/prettylinks.com\/fr\/blog\/publicly-handle-negative-review\/#Step_5_Take_the_Conversation_Off_the_Platform\" >Step 5 Take the Conversation Off the Platform<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/prettylinks.com\/fr\/blog\/publicly-handle-negative-review\/#Conclusion\" >Conclusion<\/a><\/li><\/ul><\/nav><\/div>\n\n<p>Negative reviews happen \u2013 even to the best of us. However, you may be concerned about how a bad review might <a href=\"https:\/\/memberpress.com\/blog\/can-user-reviews-really-help-hurt-your-online-business\/\" target=\"_blank\" rel=\"noreferrer noopener\">impact your business<\/a> (and rightly so). After all, studies show that just one negative review can cost you <a href=\"https:\/\/moz.com\/blog\/new-data-reveals-67-of-consumers-are-influenced-by-online-reviews\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">22% of your potential customers<\/a>.<\/p>\n\n\n\n<p>The good news is, receiving a couple of negative reviews isn\u2019t the end of the world, as long as you do some damage control. You can largely mitigate the negative impact by publicly responding to the bad review quickly and strategically. The tricky part is making sure you respond the <em>right <\/em>way.<\/p>\n\n\n\n<p>With that in mind, we\u2019re going to show you how to effectively handle a negative review of your business in five simple steps. Let\u2019s get started!<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Why_Its_Important_to_Respond_to_Negative_Reviews\"><\/span>Why It\u2019s Important to Respond to Negative Reviews<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>If you've just received a negative review, it can be tempting to ignore it and move on. However, it's usually a better idea to respond:<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large is-resized\"><img decoding=\"async\" src=\"https:\/\/prettylinks.com\/wp-content\/uploads\/2021\/06\/negative-review-restaurant-1.png\" alt=\"An example of how to Publicly Handle a Negative Review with an apologetic response \" class=\"wp-image-6617\" width=\"800\" srcset=\"https:\/\/prettylinks.com\/wp-content\/uploads\/2021\/06\/negative-review-restaurant-1.png 976w, https:\/\/prettylinks.com\/wp-content\/uploads\/2021\/06\/negative-review-restaurant-1-300x126.png 300w, https:\/\/prettylinks.com\/wp-content\/uploads\/2021\/06\/negative-review-restaurant-1-768x323.png 768w\" sizes=\"(max-width: 976px) 100vw, 976px\" \/><\/figure><\/div>\n\n\n\n<p>Aside from being the right thing to do, there are many other reasons that make responding worth the effort, such as:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>It shows other customers that you care.<\/strong> Responding publicly shows other customers that your company values their feedback. <a href=\"http:\/\/media2.bazaarvoice.com\/documents\/Bazaarvoice_Conversation_Index_Volume6.pdf\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">41% of customers<\/a> say they feel that companies that reply to reviews care about their customers.<\/li><li><strong>It\u2019s a chance to explain yourself.<\/strong> Some negative reviews are misleading and don\u2019t tell the whole story, but <a href=\"https:\/\/www.brightlocal.com\/research\/local-consumer-review-survey\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">89% of customers<\/a> will read your reply. Your response is your opportunity to share your side of the story.<\/li><li><strong>You can turn it into a marketing opportunity.<\/strong> For example, you can subtly mention a new discount or even include a promotional link within your response.<strong> Bonus tip<\/strong>: Use <a href=\"https:\/\/prettylinks.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">PrettyLinks<\/a> to shorten your URLs and set up link tracking.<\/li><li><strong>You can convince the customer to revise their review<\/strong>. <a href=\"https:\/\/www.marketingcharts.com\/digital-37099\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">70% of customers<\/a> change their opinion about a company after they reply. By going out of your way to address the customer\u2019s concerns and put things right, you can turn them into a <a href=\"https:\/\/prettylinks.com\/blog\/attract-brand-advocates\/\" target=\"_blank\" rel=\"noreferrer noopener\">brand advocate<\/a> and convince them to change their negative review into a positive one.<\/li><\/ul>\n\n\n\n<p>With that being said, it\u2019s important to take special care in how you word your response. If you mishandle a negative review, it can show your business in a bad light and make things even worse.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"How_to_Publicly_Handle_a_Negative_Review_for_Your_Business_In_5_Steps\"><\/span>How to Publicly Handle a Negative Review for Your Business (In 5 Steps)<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>With that in mind, let\u2019s look at the best way to respond. Here\u2019s how we\u2019d recommend that you publicly handle a negative <a href=\"https:\/\/prettylinks.com\/blog\/customer-reviews-benefits\/\" target=\"_blank\" rel=\"noreferrer noopener\">customer review<\/a>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Step_1_Consider_Having_the_Review_Removed\"><\/span>Step 1: Consider Having the Review Removed<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>The first step is to read through the negative review and decide whether it\u2019s best to remove it or respond to it. Not all negative reviews are justified. In some cases, reviews can be dishonest, misleading, or downright false.<\/p>\n\n\n\n<p>These kinds of <a href=\"https:\/\/digitalmarketinginstitute.com\/blog\/how-to-deal-with-fake-online-reviews-for-your-business\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">fake negative reviews<\/a> aren\u2019t worth dignifying with a response, so consider having them removed instead:<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"690\" src=\"https:\/\/prettylinks.com\/wp-content\/uploads\/2021\/06\/removed-negative-review-1.png\" alt=\"Google My Business message explaining that a review has been removed\" class=\"wp-image-6618\" srcset=\"https:\/\/prettylinks.com\/wp-content\/uploads\/2021\/06\/removed-negative-review-1.png 800w, https:\/\/prettylinks.com\/wp-content\/uploads\/2021\/06\/removed-negative-review-1-300x259.png 300w, https:\/\/prettylinks.com\/wp-content\/uploads\/2021\/06\/removed-negative-review-1-768x662.png 768w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/figure><\/div>\n\n\n\n<p>Different platforms have different policies regarding removing reviews. For example, Google <a href=\"https:\/\/support.google.com\/business\/answer\/4596773?co=GENIE.Platform%3DAndroid&hl=en\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">forbids reviews<\/a> that are fake or include personal attacks. <a href=\"https:\/\/www.yelp-support.com\/article\/How-do-I-report-content-that-violates-Yelp-s-Content-Guidelines-or-Terms-of-Service?l=en_US\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Yelp has similar guidelines<\/a> on what kind of reviews are inappropriate and how to report them.<\/p>\n\n\n\n<p>Just be aware that reporting a review doesn\u2019t guarantee that it will be removed. If you can\u2019t get a false negative review removed, the next best option is to respond so other customers are aware that it\u2019s not a true representation of your business. Don\u2019t be afraid to point out falsehoods, but stick to the facts and be professional.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Step_2_Apologize_Promptly_Politely_and_Professionally\"><\/span>Step 2: Apologize Promptly, Politely, and Professionally<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>If the negative review is genuine, the next step is to apologize for the customer\u2019s poor experience. You should always apologize, even if you don\u2019t think you\u2019re at fault. If the customer\u2019s expectations weren\u2019t met, apologizing is the right thing to do.<\/p>\n\n\n\n<p>We'd recommend sticking to the three P's of effective customer communication in your apology, by being prompt, polite, and professional. Here\u2019s a great example of what that looks like:<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/prettylinks.com\/wp-content\/uploads\/2021\/06\/polite-apology-response-1.png\" alt=\"How to Publicly Handle a Negative Review by being prompt, polite, and professional \" class=\"wp-image-6619\" width=\"800\" srcset=\"https:\/\/prettylinks.com\/wp-content\/uploads\/2021\/06\/polite-apology-response-1.png 1003w, https:\/\/prettylinks.com\/wp-content\/uploads\/2021\/06\/polite-apology-response-1-300x128.png 300w, https:\/\/prettylinks.com\/wp-content\/uploads\/2021\/06\/polite-apology-response-1-768x328.png 768w\" sizes=\"(max-width: 1003px) 100vw, 1003px\" \/><\/figure><\/div>\n\n\n\n<p>Bonus tip: Keep the response short and sweet, and don\u2019t include your business name or any relevant keywords in your response. This can minimize the chances that the negative review will <a href=\"https:\/\/prettylinks.com\/blog\/boost-search-engine-rankings-with-pretty-links\/\" target=\"_blank\" rel=\"noreferrer noopener\">rank highly in search engines<\/a>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Step_3_Explain_Yourself_and_Highlight_the_Positives\"><\/span>Step 3: Explain Yourself and Highlight the Positives<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>It\u2019s usually possible to put a positive spin on a bad review by focusing on the positives within your response. For example, let\u2019s imagine you run a hotel and a customer has just left a negative review about your hotel's restaurant. They said their overall experience was satisfactory, but their food took way too long to arrive.<\/p>\n\n\n\n<p>Here\u2019s how you might respond:<\/p>\n\n\n\n<p><em>\u201cHi [customer],<\/em><\/p>\n\n\n\n<p><em>Thank you for the constructive feedback. We\u2019re glad to hear you enjoyed your stay here at [hotel name], and that you felt the staff were attentive and welcoming.<\/em><\/p>\n\n\n\n<p><em>We\u2019re sorry to hear that although you felt the food was excellent, you weren\u2019t satisfied with the service you received at the restaurant. I\u2019d like to offer my sincerest apologies for this&#8230;\u201d<\/em><\/p>\n\n\n\n<p>As you can see, we\u2019ve spent most of the response talking about the positive aspects of the customer experience and only briefly mentioned the complaint, while also offering an apology.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Step_4_Offer_to_Make_it_Right\"><\/span>Step 4: Offer to Make it Right<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Most customers who leave a negative review just want a resolution to their complaints. That\u2019s why step number four is to offer to make amends for their poor experience:<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large is-resized\"><img decoding=\"async\" src=\"https:\/\/prettylinks.com\/wp-content\/uploads\/2021\/06\/make-amends-response-1.png\" alt=\"Image of a business owner's response to a negative review apologizing and offering to make amends\" class=\"wp-image-6620\" width=\"800\" srcset=\"https:\/\/prettylinks.com\/wp-content\/uploads\/2021\/06\/make-amends-response-1.png 919w, https:\/\/prettylinks.com\/wp-content\/uploads\/2021\/06\/make-amends-response-1-300x89.png 300w, https:\/\/prettylinks.com\/wp-content\/uploads\/2021\/06\/make-amends-response-1-768x229.png 768w\" sizes=\"(max-width: 919px) 100vw, 919px\" \/><\/figure><\/div>\n\n\n\n<p>There are a few different ways you can make it right. For example, you can assure them that you\u2019ll look into their complaint. Many customers just want to feel heard. Acknowledging their complaints and assuring them you\u2019ll find out what went wrong so it doesn\u2019t happen again might be all it takes to turn things around.<\/p>\n\n\n\n<p>You can also offer a freebie. This might be a free meal at your restaurant or a discounted stay at your hotel. Not only can this potentially turn the negative review into a positive one, but it can also help you to earn repeat business.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Step_5_Take_the_Conversation_Off_the_Platform\"><\/span>Step 5: Take the Conversation Off the Platform<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Finally, it\u2019s a good idea to sign off your response by proving contact information and inviting the customer to get in touch if they\u2019d like to discuss the issue further. This is important for two reasons:<\/p>\n\n\n\n<ol class=\"wp-block-list\"><li><strong>Many review platforms don\u2019t allow customers to respond to a respons<\/strong>e. Therefore, the only way they can continue to communicate with you is off the platform<\/li><li><strong>Even if they <em>can <\/em>respond again, it\u2019s better to continue the discussion privately.<\/strong> It\u2019s difficult to discuss specifics on a public forum without divulging the customer\u2019s personal information.<\/li><\/ol>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large is-resized\"><img decoding=\"async\" src=\"https:\/\/prettylinks.com\/wp-content\/uploads\/2021\/06\/take-conversation-offline.png\" alt=\"Review response from hospital asking the patient to continue the conversation over private message\" class=\"wp-image-6616\" width=\"800\" srcset=\"https:\/\/prettylinks.com\/wp-content\/uploads\/2021\/06\/take-conversation-offline.png 813w, https:\/\/prettylinks.com\/wp-content\/uploads\/2021\/06\/take-conversation-offline-300x76.png 300w, https:\/\/prettylinks.com\/wp-content\/uploads\/2021\/06\/take-conversation-offline-768x196.png 768w\" sizes=\"(max-width: 813px) 100vw, 813px\" \/><\/figure><\/div>\n\n\n\n<p>The review response above offers a great example of how to politely offer to take the conversation offline.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Conclusion\"><\/span>Conclusion<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>If you don\u2019t want bad reviews to negatively impact your business, it\u2019s important to be very careful about how you respond publicly. Stick to the five steps above and you should be fine!<\/p>\n\n\n\n<p>Here\u2019s a quick recap of how to handle these tricky situations:<\/p>\n\n\n\n<ol class=\"wp-block-list\"><li>Consider having the review removed.<\/li><li>Apologize promptly, politely, and professionally.<\/li><li>Explain yourself and highlight the positives.<\/li><li>Offer to make it right.<\/li><li>Take the conversation off the platform.<\/li><\/ol>\n\n\n\n<p><em>How do you publicly deal with negative business reviews<\/em>? Let us know in the comments section below!<\/p>\n\n\n\n<p>If you liked this article, be sure to follow us on <a href=\"https:\/\/www.facebook.com\/prettylink\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Facebook<\/strong><\/a>, <a href=\"https:\/\/twitter.com\/prettylink?lang=en\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Twitter<\/strong><\/a>, <a href=\"https:\/\/www.pinterest.com\/memberpressplugin\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Pinterest<\/strong><\/a>, and <a href=\"https:\/\/www.linkedin.com\/showcase\/pretty-links\/?viewAsMember=true\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>LinkedIn<\/strong><\/a>! And don't forget to subscribe in the <a href=\"https:\/\/prettylinks.com\/go\/box\" title=\"Box affiliate link\" class=\"pretty-link-keyword\"rel=\"nofollow \" target=\"_blank\">box<\/a> below.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Les critiques n\u00e9gatives sont monnaie courante, m\u00eame pour les meilleurs d'entre nous. Cependant, vous vous inqui\u00e9tez peut-\u00eatre (\u00e0 juste titre) de l'impact qu'une mauvaise critique peut avoir sur votre entreprise. Apr\u00e8s tout, des \u00e9tudes montrent qu'un seul avis n\u00e9gatif peut vous faire perdre 22% de clients potentiels. La bonne nouvelle, c'est que recevoir quelques critiques n\u00e9gatives n'est pas...<\/p>","protected":false},"author":11450,"featured_media":8048,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"_strive_editorial_status":"not-started","_strive_copy_of":0,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_strive_checklists":"\"\"","_strive_active_checklist":"","_strive_post_notes":"","footnotes":""},"categories":[51,47,541],"tags":[444,349,443],"class_list":["post-6611","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-advice","category-how-tos","category-lists","tag-customer-engagement","tag-customer-service","tag-negative-review"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO Pro 4.9.5.2 - aioseo.com -->\n\t<meta name=\"description\" content=\"Negative reviews happen \u2013 even to the best of us. 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