Digital Marketing to help Alberta companies grow Since 2009 Edmonton: 780-758-5800
Posted: 12 Jul '16

Handling Negative Reviews, The Right Way

Handling Negative Reviews, The Right Way

You put your all into your business and do your best daily to do everything you can to grow your business and make your customers happy. Your website's rocking, social media is busy and everything is perfect. Then it happens: a negative review. Your first reaction is to reach through your monitor and choke the person, to write a scathing response to show them how wrong they are or to force the site to take down the horrible untruth! You should really hold your horses before doing anything drastic! Handling negative reviews the right way can provide huge benefit to your digital marketing efforts in Edmonton.

Reviews Definitely Matter

Statistics show that 92% of customers read online reviews and that the star rating is the number one piece of information people rely on to judge your business. In fact, only 13% of potential customers will consider your business if it only has one or two stars. With that information in hand, you might think we've lost our minds when we tell you that negative reviews can benefit your digital marketing efforts for your Edmonton business, but trust us, we really haven't! 

Turn the Negative into a Positive

Back away from the computer and take a deep breath then re-read the negative review so you can see what problem needs to be addressed. Craft your response so it solves the problem in a polite and friendly manner. Yes, we know it's hard, but think of it as killing them with kindness. When people that see that your business is being run by a real person that cares about their customers' experience, amazing things can happen. You already know that building trust in your brand is paramount to your digital marketing success and this is a sure way to do just that.

Often, handling a negative review well can result in the reviewer changing their rating. If you handle the problem privately, be sure to post that you did reach out and help the customer so readers see that you did respond.

Boost Positive Reviews

While negative reviews can be turned into positive experiences, positive reviews are your main goal. To encourage these, use widgets or call-to-actions to encourage people to leave a review of your business. Never use bribes or create fake reviews; they will come across as unnatural which will have a detrimental effect on people reading them. Most of all, provide your customers with such a great experience that they want to tell the world!

We’ve given you all these tips and information, now what? It’s time to get your digital marketing in Edmonton going with some reviews about your business! Contact us today and give us a shout so that we can get busy on making a digital marketing strategy for you that uses the power of reviews to your advantage!


Lynne Motkoski, Digital Marketing Consultant
Specialty: Digital Marketing Strategies
Education: BComm, MA Communications & Technology, University of Alberta

With over 10 years of digital marketing experience in the WSI global franchise, Lynne is known for her strategic approach to marketing communications, technologies, and lead generation. She leads digital transformation for Alberta based companies as they are adapting to the age of social distancing.