How to respond to bad reviews?

Discussion in 'Online Reputation Management (ORM)' started by Corydoras007, Oct 10, 2018.

  1. Corydoras007

    Corydoras007 Jr. VIP Jr. VIP

    Joined:
    Sep 17, 2012
    Messages:
    437
    Likes Received:
    73
    Sort of interested in ORM so naturally I was going through the ORM forum and saw this "How Not to Respond to Reviews" (https://www.blackhatworld.com/seo/how-not-to-respond-to-reviews.1045926/)

    After reading, I thought what if this was in a different medical field (e.g. internal medicine) and the negative review sounded like this:

    Misdiagnosis by Dr. Doe caused (a beloved person/ pet) to die. The whole time it was cancer but Dr. Doe misdiagnosed it as stomach flu...By the time it was properly diagnosed it was too late stage 4.... blahblahblah.... and etc.

    Fortunately this is just a scenario that popped in my head. But I'm really curious esp. for those doing ORM professionally, how do you respond to such kinds of reviews?
     
  2. BHopkins

    BHopkins Moderator Staff Member Moderator

    Joined:
    Dec 31, 2010
    Messages:
    2,527
    Likes Received:
    1,642
    Gender:
    Male
    Occupation:
    ORM and SEO company owner
    Location:
    California
    Home Page:
    We would just take that as a negative and suppress it. I advise my clients not to reply, but to be patient while we push it to page 2, 3, 4 or wherever they want it to go.

    Responding usually causes a whole new set of problems.
     
    • Thanks Thanks x 2
  3. fasttrak

    fasttrak Jr. VIP Jr. VIP

    Joined:
    Sep 12, 2016
    Messages:
    1,072
    Likes Received:
    369
    Gender:
    Male
    • Thanks Thanks x 1
  4. Corydoras007

    Corydoras007 Jr. VIP Jr. VIP

    Joined:
    Sep 17, 2012
    Messages:
    437
    Likes Received:
    73
    Yes. I can see that happening. But I also wonder if ignoring can also be as damaging.

    I've been doing some Googling around and there are those that prefer/recommend to respond just for the sake of showing other potential customers who are viewing the reviews. Although the reviews they respond to aren't as severe as the sample I provided above, it does seem that responding shows potential customers that the owner is at least acknowledging and most likely trying to fix it.

    Personally I would reply just to verify if the comment is real or not by asking more details. But then again, this can be a double edged sword.

    I guess we have to wisely judge whether or not to reply. Suppressing negative reviews will indeed to take time.

    Thanks.
     
    • Thanks Thanks x 1