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Review handling process by HelloQld

Reviews not acceptable by HelloQld

We will only ever remove a review if we suspect the review is fake. This might mean that the review was provided by a competitor, a disgruntled employee or just an online troll who has never used the busines before.

We may also remove a review if it has violated the Terms of Use. This includes reviews with hate speech, illegal content or with obscene or offensive language which will be flagged for removal.

When a review is removed, we will replace the review with a short message explaining why we believe it violates the Terms of Use.

How to handle negative reviews - for Business Owners

Step 1: Designate a person responsible for monitoring and responding to negative reviews

If not you, who can you trust to watch your online reviews and provide a prompt and empathetic response online and (if given the opportunity) directly to dissatisfied customers. This person needs to be able to present a sincere apology for the customer’s less-than-stellar experience without being aggressive or combative. Additionally, they must know enough about your business to be able to address the complaint and explain what has been done to correct the problem or how customer’s experience could have been better.

Step 2: Claim Your Business Listing on Review Sites and Google

Many Online Review Websites give you the ability to claim or verify your business listing. Claiming your listing will give you access to helpful features, such as being able to edit the listing, receive alerts, and give additional insights into your listing. Most importantly, it will give you the ability to respond to reviews. For example, Google allows you to respond to reviews from your Google My Business account with just a few clicks. Your response will be posted publicly as a comment from your business.

Step 3: Compose a standard response that can be filled in to customize for handling negative reviews

Before you answer a negative review, sleep on it at least one night.

Step a) – Get Clarification and Never Respond When Angry

Once you’ve slept and have had some time to think about your negative review it’s time to answer. Don’t try to resolve the negative review on the first shot. There had to be some miscommunication going on so it’s going to take some time and understanding.

To make sure that your organisation can respond well when customers post negative reviews, you need to ensure you have the proper process in place to deal with it in a consistent and friendly manner.

Step b)- An apology and appreciation for their time in visiting your business and posting the review can go a long way in restoring any trust that has been lost. So how do you avoid giving a bad response? Simply follow these guidelines to make sure your responses are top notch:

ØAlways apologise for the situation, regardless of whether you think the customer is wrong or being unreasonable. Remember, you win no points by engaging in an argument. It will come across as if you don’t value your customers or their business.

  • Use the Same Principles as You Would When Dealing with an Unhappy Customer in Person

 Step 4: Respond promptly to negative reviews and watch for reviews referring to the post

Removing negative reviews can be extremely difficult, if not impossible. But you aren’t helpless! There are two things you can do to lessen the impact of a negative review:

  1. Respond quickly in a way that lets readers know what to expect from your business.
  2. Gather more positive reviews to drown out the one negative review.

Knowing the importance online reviews to your business, the person responsible for monitoring and responding to reviews should waste no time in posting a response to a fresh negative review sitting at the top of your review page. When the next person looks at your business on the review site make sure they are more influenced by your response than the negative review. A lot of times a negative review will prompt loyal customers to leave a review stating how awesome their experience was in contrast. But if you see a pattern of dissatisfaction then know there are issues that need to be addressed.

 Step 5: Ask Them To Remove or Revise the Review

If you resolve the issue, and the customer seems happy with the solution, ask them to consider removing or updating the review. Many people will not have an issue with this, and often just want their initial problem solved. This also shows people that you will go above and beyond to make your customers happy and resolve their issues.

 What to Do if You’ve Tried Everything and the Customer is Still Unhappy

Sometimes there is nothing you can do about a bad review. Occasionally, after apologising and trying your best to correct a problem, you will have customers that still aren’t happy. Unfortunately, you can’t always please everyone. Luckily, there are still things you can do to try and soften the damage.

 The Takeaway message

By following these steps, you’ll get fewer negative reviews, and when you do get one, you’ll be able to deal with it.

Remember:
– Always remember to stay calm
– Potential customers see your responses
– Bad reviews are inevitable
– One review doesn’t define your business
– Deal with issues swiftly to win customers back
– Remind your customers to leave you reviews

 

Tips for handling negative reviews

Try to Stop Bad Reviews from Happening in the First Place

It’s often said that prevention is better than cure, and that couldn’t be truer than for reviews. Luckily, there are a few things that you can do to help prevent bad reviews in the first place. First, make sure that you have options for customers to give feedback other than Online Review Websites. Why not try: customer surveys, following up through phone or email, or even social media polls. This can help you catch issues that could lead to a bad review and take action before they actually happen.

  1. Many customers will try to reach out before writing bad reviews, but if you are unresponsive, their next step is to review. Ensure that you ARE responsive, and follow up to EVERYONE in a timely manner.
  1. Some companies try to throw money at a negative review or negative customer experience. That can help some in the short term but what really helps is to ask questions.
  1. You’ll want to respond to the negative review by trying to understand where the problem arose. Mainly what step the customer’s experience got so bad they felt their only option was to write a negative review.
  1. Understand there is a good reason the customer wrote a negative review. It’s your job to understand why they had the reason to.
  1. By asking a question about their experience you’re focusing on your customer’s experience first without focusing on yourself just yet. Just try to understand the customer’s side of the story.

Implementing a Process

To make sure that your organisation can respond well when customers post negative reviews, you need to ensure you have the proper process in place to deal with it in a consistent and friendly manner.

Ensure that you respond quickly and positively.

  • Don’t start a debate.
  • Show you understand the problem.
  • Detail how you’ll resolve it.
  • Show you have learned from the experience.

You want to create a response with future customers in mind. Taking ownership of the issue and letting prospects know that your customers are important to you can turn a bad review into a good thing for your business. Writing a fill-the-blank response now, before you get a negative review, lets you create a professional and business-like response before your emotions are involved. Plus, it ensures that the most important things you need to say (the apology, how much you care about the customer experience, and how you can make it right) aren’t forgotten.

  1. If you feel a review is harsh or unfair, always give yourself a chance to cool off before you craft a response. Anything you write will come across as defensive or insulting to your customer. And that won’t convince potential new customers (yes, they DO read your responses), to give you a chance.
  2. This is your opportunity to shine and turn the situation around, not make excuses or try to pass the blame. So do it – transform a bad situation into a good one. Demonstrate your superior customer service. Go the extra mile to make your customer happy.
  3. One of the best ways to deal with an unsatisfied customer is reflective listening. Reflective listening is a communication strategy that involves clarifying and restating what the other person is saying. How do you listen to an online review? By reading the review carefully to make sure you completely understand the issues.
  4. Many times, there are details in the review that provide more insight into the situation. For example: the review may have mentioned an employee name or given specifics surrounding the issue. This can help you investigate what happened before replying. By attentively reading their review, you can respond with empathy and understanding of the situation.

 Resolving the problem:

  • It goes without saying, but if you can resolve their problem, be sure to do so. Of course, this will often depend on the situation and what exactly the reviewer is upset about.
  • You can resolve their problem in many ways – offering a discount, a replacement product, or a free extra the next time they buy from you. In addition, tell them how you are addressing the problem in the future and assure them it won’t happen again.
  • If the issue is sensitive, or you need to get more information, it’s best to move the discussion away from a public forum. Invite them to get in contact with you through your preferred channel to discuss the issue further.
  • If you feel a review is harsh or unfair, always give yourself a chance to cool off before you craft a response. Anything you write will come across as defensive or insulting to your customer. And that won’t convince potential new customers (yes, they DO read your responses), to give you a chance.
  • This is your opportunity to shine and turn the situation around, not make excuses or try to pass the blame. So do it – transform a bad situation into a good one. Demonstrate your superior customer service. Go the extra mile to make your customer happy.

 

Take It Offline

  • Now it’s time to try to take the conversation offline. Don’t try to ask too many questions on the review site. One message with a two part question will suffice.
  • You can apologize for the bad experience, ask for clarification, then ask if they wouldn’t mind emailing your customer service email or private messaging you.
  • Hopefully the customer is receptive to your questions about their service. Sometimes people aren’t if their experience was too negative but most will be.
  • With a more complete understanding of your customer’s experience, you’ll be able to resolve it on your side and for the customer. It will either take changing how you set expectations for customers or improving the service your customer received.

Some tips;

Ensure that you respond quickly and positively.

Don’t start a debate.

Show you understand the problem.

Detail how you’ll resolve it.

Show you have learned from the experience.

 

Ask For An Updated Review

If you want something, you have to ask for it.

  • That’s why the final step in the process to handle negative online reviews is to ask the customer to update their negative business review.
  • If you’ve followed each of these steps and the customer was receptive to you fixing the problem, they’ll probably be willing to update their review.
  • On rare occasion you may run into a person that just wants to be negative. These people won’t accept you trying to make it better and will leave their negative business review. Either that or the issues was so bad they don’t have trust in you fixing it.
  • Sometimes you just have to move on the best you can. In time a lot of positive review can counteract a negative review.
  • In either of those are the case, the only thing you can do is treat the customer with compassion, learn from the experience, and move forward. You should focus on not letting the same thing happen again.
  • I hope you have the best experience getting an updated review. If you can pull off an updated review then you’ll come out with a new review and a positive or neutral one, that’s great!

 

Try to Stop Bad Reviews from Happening in the First Place

It’s often said that prevention is better than cure, and that couldn’t be truer than for reviews. Luckily, there are a few things that you can do to help prevent bad reviews in the first place. First, make sure that you have options for customers to give feedback other than Online Review Websites. Why not try: customer surveys, following up through phone or email, or even social media polls. This can help you catch issues that could lead to a bad review and take action before they actually happen.

  1. Many customers will try to reach out before writing bad reviews, but if you are unresponsive, their next step is to review. Ensure that you ARE responsive, and follow up to EVERYONE in a timely manner.
  1. Some companies try to throw money at a negative review or negative customer experience. That can help some in the short term but what really helps is to ask questions.
  1. You’ll want to respond to the negative review by trying to understand where the problem arose. Mainly what step the customer’s experience got so bad they felt their only option was to write a negative review.
  1. Understand there is a good reason the customer wrote a negative review. It’s your job to understand why they had the reason to.
  1. By asking a question about their experience you’re focusing on your customer’s experience first without focusing on yourself just yet. Just try to understand the customer’s side of the story.

Implementing a Process

To make sure that your organisation can respond well when customers post negative reviews, you need to ensure you have the proper process in place to deal with it in a consistent and friendly manner.

Ensure that you respond quickly and positively.

  • Don’t start a debate.
  • Show you understand the problem.
  • Detail how you’ll resolve it.
  • Show you have learned from the experience.

You want to create a response with future customers in mind. Taking ownership of the issue and letting prospects know that your customers are important to you can turn a bad review into a good thing for your business. Writing a fill-the-blank response now, before you get a negative review, lets you create a professional and business-like response before your emotions are involved. Plus, it ensures that the most important things you need to say (the apology, how much you care about the customer experience, and how you can make it right) aren’t forgotten.

  1. If you feel a review is harsh or unfair, always give yourself a chance to cool off before you craft a response. Anything you write will come across as defensive or insulting to your customer. And that won’t convince potential new customers (yes, they DO read your responses), to give you a chance.
  2. This is your opportunity to shine and turn the situation around, not make excuses or try to pass the blame. So do it – transform a bad situation into a good one. Demonstrate your superior customer service. Go the extra mile to make your customer happy.
  3. One of the best ways to deal with an unsatisfied customer is reflective listening. Reflective listening is a communication strategy that involves clarifying and restating what the other person is saying. How do you listen to an online review? By reading the review carefully to make sure you completely understand the issues.
  4. Many times, there are details in the review that provide more insight into the situation. For example: the review may have mentioned an employee name or given specifics surrounding the issue. This can help you investigate what happened before replying. By attentively reading their review, you can respond with empathy and understanding of the situation.

 Resolving the problem:

  • It goes without saying, but if you can resolve their problem, be sure to do so. Of course, this will often depend on the situation and what exactly the reviewer is upset about.
  • You can resolve their problem in many ways – offering a discount, a replacement product, or a free extra the next time they buy from you. In addition, tell them how you are addressing the problem in the future and assure them it won’t happen again.
  • If the issue is sensitive, or you need to get more information, it’s best to move the discussion away from a public forum. Invite them to get in contact with you through your preferred channel to discuss the issue further.
  • If you feel a review is harsh or unfair, always give yourself a chance to cool off before you craft a response. Anything you write will come across as defensive or insulting to your customer. And that won’t convince potential new customers (yes, they DO read your responses), to give you a chance.
  • This is your opportunity to shine and turn the situation around, not make excuses or try to pass the blame. So do it – transform a bad situation into a good one. Demonstrate your superior customer service. Go the extra mile to make your customer happy.

 

Take It Offline

  • Now it’s time to try to take the conversation offline. Don’t try to ask too many questions on the review site. One message with a two part question will suffice.
  • You can apologize for the bad experience, ask for clarification, then ask if they wouldn’t mind emailing your customer service email or private messaging you.
  • Hopefully the customer is receptive to your questions about their service. Sometimes people aren’t if their experience was too negative but most will be.
  • With a more complete understanding of your customer’s experience, you’ll be able to resolve it on your side and for the customer. It will either take changing how you set expectations for customers or improving the service your customer received.

Some tips:

Ensure that you respond quickly and positively.

Don’t start a debate.

Show you understand the problem.

Detail how you’ll resolve it.

Show you have learned from the experience.

 

Ask For An Updated Review

If you want something, you have to ask for it.

  • That’s why the final step in the process to handle negative online reviews is to ask the customer to update their negative business review.
  • If you’ve followed each of these steps and the customer was receptive to you fixing the problem, they’ll probably be willing to update their review.
  • On rare occasion you may run into a person that just wants to be negative. These people won’t accept you trying to make it better and will leave their negative business review. Either that or the issues was so bad they don’t have trust in you fixing it.
  • Sometimes you just have to move on the best you can. In time a lot of positive review can counteract a negative review.
  • In either of those are the case, the only thing you can do is treat the customer with compassion, learn from the experience, and move forward. You should focus on not letting the same thing happen again.
  • I hope you have the best experience getting an updated review. If you can pull off an updated review then you’ll come out with a new review and a positive or neutral one, that’s great!

 

 

Guidelines to write reviews for consumers

Consumers expect reviews to be independent and genuine to help them make more informed purchasing decisions. Reviews should be based on their own firsthand experience with a business.

Please use the following guidelines to write reviews:

Consumers

  • Only the person who experienced the product or business should write a review
  • A third person should not write a review if they have not used the service or product
  • Reviews should be independent and genuine, so please do not a review if you will receive a benefit, financial or otherwise.

Business owners writing on behalf of their business

  • You should not encourage family and friends to write reviews about your business without disclosing their personal connection with your business in that review
  • solicit others to write reviews about your business or a competitor’s business if they have not experienced the good or service

Do we screen reviews?

Reviews written by consumers will be screened by HelloQld as soon as they arrived. We will publish, reject or remove any reviews known to be fake.

If HelloQld has evidence a reviewed business is responsible for the posting of fake reviews about itself or its competitors, it may choose to monitor future reviews of that business or remove its review page entirely depending on the extent of review manipulation.

Reviews we accept

HelloQld will accept both positive and negative reviews and comments, so long as they appear to be honest, authentic and written by someone who has had first-hand experience with the business or with a product.

 

We prefer reviews and comments which are helpful, interesting and meaningful and honest. Providing as much detail and supporting information as possible will make it more likely for a review to be accepted

Reviews we reject:

We will reject reviews we consider to be misleading or offensive. We will determine if the review is misleading or offensive on the following bases:

 

  1. If the review contains offensive material such as:
  1. racist, sexist or homophobic  language,
  2. Contain swear words, or
  3. Don’t make any sense of the business.

 

  1. Reviews related to experience with a  business
  1. Reviews we believe that are not genuine
  2. Not having the first-hand experience with the business
  3. from another source or someone motivated to write  a review which are part of a significant ‘spike’ in reviews about a particular business over a limited period of time
    1. written about the same business, good or service where the accounts of those who wrote reviews demonstrate abnormal similarities, e.g. similar email addresses, usernames, passwords or IP addresses
  1. Copied from another misleading review which use the same exact language as other reviews of the same business or product

 

  1. Reviews written by other business owners or competitors
    1. Review written by a competitor of a business
    2. Reviews written by staff and ex-staff

Reviews will not be removed merely because it is negative.

Process to handle rejected reviews

  1. We will designate a person responsible for monitoring and responding to negative reviews
  1. HelloQld will check the overall impression created by a body of reviews to ensure that it is an accurate reflection of the standard of the business
  2. Where a reviewed business has a well substantiated reason to believe that a review is fake, HelloQld will follow an investigation and if appropriate, remove the review as soon as possible and send an email to the reviewer.
  3. We will be responsive to concerns and react swiftly if evidence suggests that a review does not reflect a genuinely held opinion