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How to Handle Negative Reviews

Kirista Berry • March 21, 2023

Bad reviews will happen; it's just part of doing business and dealing with the public. How you deal with them can showcase to potential clients what they can expect in working with you.


Obviously, you want to collect as many 5-star reviews with raving testimony of how you've helped people of all walks secure mortgage financing. And if you're looking for information on how to generate good reviews, here are six strategies. But we're here to discuss how to handle negative reviews.


So, the best way to handle negative reviews on Google Business Listing is to respond promptly and professionally. Acknowledge the customer's concerns and apologize for any inconvenience they may have experienced. It's also important to address any specific problem raised in the review to show that you are taking the feedback seriously. The last thing you want to do is ignore the review. It won’t go away.


Here are six tips on what you should do to handle negative reviews.

 

  1. Respond quickly: Responding to negative reviews promptly shows that you care about your customers and are actively working to resolve any issues.
  2. Be professional: Keep your response polite and professional, especially if the review is overly negative. Avoid getting defensive or blaming the customer. Keep your cool.
  3. Show empathy: Acknowledge the customer's feelings and show empathy. Let them know that you understand how they feel and that you are sorry for any inconvenience they may have experienced.
  4. Address the specific concern: Make sure to address the particular concern raised in the review. This shows that you are taking the feedback seriously and working to improve your business.
  5. Learn from it: Use the feedback from negative reviews to improve your business. Look for patterns in the complaints and make changes to prevent similar issues in the future.
  6. Don't ignore negative reviews: Ignoring negative reviews is not a good idea. It will make you look like you don't care about customer feedback and will not solve the issue.


By following these tips, you can effectively handle negative reviews on your Google Business listing and show your customers that you value their feedback and are committed to providing excellent service.


Now, likely you're passionate about your business and taking care of your clients. That's good, don't let negative reviews get you worked up and respond in an attacking way. In fact, your goal should be to take the negative review and turn it into a positive for your business, especially if the negative review is baseless.


While this may sound challenging, it's essential to respond in a professional and measured way. Here are some tips for handling a baseless negative review. Here is a list of ways to turn a negative review into a positive for your business:


  1. Respond promptly and professionally: Don't ignore the review or respond in a defensive or unprofessional manner.
  2. Show empathy: Don't blame the customer or dismiss their concerns. Acknowledge their feelings and apologize for any inconvenience they may have experienced.
  3. Offer a solution: Don't leave the customer hanging or provide a generic response. Offer a specific solution to the problem and show that you have considered your response.
  4. Learn from it: Don't ignore the feedback or make excuses. Look for patterns in the complaints and make changes to prevent similar issues in the future. While we strive to do a great job with each client, negative reviews allow us to reflect and self-check.
  5. Use it as an opportunity to show your customers that you care about their satisfaction: Don't just say sorry. Provide a real solution and show your expertise by talking through the scenario without assigning blame to the reviewer.
  6. Use it as an opportunity to improve your public image: If applicable, don't be secretive about how you’re handling the problem, address it openly and transparently, show that you are willing to improve and learn.
  7. Use it to inform your business strategy: Don't ignore multiple reviews pointing out the same problem. It might be a sign of a systemic problem.
  8. Follow up with the customer: Don't assume the problem is solved. Reach out to the customer and ask for feedback and if they would be willing to change their review.


By avoiding these mistakes, you can turn a negative review into a positive for your business by showing that you value customer feedback, are committed to providing excellent service and continuously improve your business.

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By Jackson Middleton April 21, 2023
As a Canadian mortgage professional, if you’re looking to grow your business, chances are you’re constantly looking for ways to connect with referrals and potential clients. Your website is a crucial tool for attracting and retaining clients as it's one of the first places someone will 'check you out online ". Our Deploy. Chat's video message widget will help take your website to the next level. In this article, we'll explore five ways that Deploy.Chat can transform your mortgage website, they are as follows: Engaging introductions Target niche demographics Establishing expertise Social proof Streamlining lead capture Engaging Introductions The first few seconds of a website visit can make or break a potential client's impression of your business. With Deploy.Chat, you can create a personalized, engaging introduction that grabs their attention. Using a recorded greeting, you can craft a compelling video message introducing yourself and demonstrating your commitment to providing top-notch service. As site visitors feel welcomed and intrigued, they'll be more likely to explore your website further and consider your mortgage services. Deploy.Chat's video message widget is particularly beneficial for establishing a personal connection with referred visitors. When someone is referred to your website by a friend or family member, they come with a heightened level of trust and expectation. Recognizing and acknowledging the referral in your video message demonstrates that you value the personal connection and are committed to living up to the recommendation. This targeted approach helps create a strong first impression and fosters a sense of loyalty and trust that can lead to a long-lasting professional relationship. Target Niche Demographics Consider using Deploy.Chat to create targeted video messages aimed at specific demographics, such as first-time home buyers. By crafting content tailored to their unique needs, concerns, and aspirations, you can connect with them more effectively and enhance their user experience. For instance, design a dedicated landing page specifically for first-time home buyers, featuring a video message that addresses their challenges while providing valuable guidance. Emphasize that you understand the mortgage process can be daunting, and assure them that you will guide them through the necessary steps. By presenting relevant and engaging information, you'll be better positioned to capture the interest of this key demographic and make a lasting impression. Establishing Expertise To build confidence in your services, it's crucial to demonstrate your expertise in the mortgage industry. Deploy.Chat allows you to showcase your knowledge through informative video messages. Discuss market trends, provide mortgage tips, and answer frequently asked questions to position yourself as a go-to resource. By consistently sharing valuable content, you'll establish your expertise and keep clients engaged and coming back for more. Additionally, if you're already creating video content on platforms like Instagram Reels, Facebook Stories, or TikTok, the Deploy.Chat video widget enables you to seamlessly integrate this content into your website. By repurposing your existing social media content, you can keep clients up-to-date with the latest mortgage news and trends without additional effort. This not only enhances your website's appeal but also ensures that visitors have access to your most current insights and expertise. By leveraging your social media presence and the Deploy.Chat video widget, you can efficiently establish your authority in the mortgage industry and foster trust among potential clients. Social Proof Trust is a vital component of any mortgage professional-client relationship, with Deploy.Chat, you can easily incorporate video testimonials from satisfied clients to build credibility and showcase the stories of how you've helped clients achieve their goal of home ownership. Hearing directly from peers can significantly impact potential clients' decision-making, as they'll feel reassured by the positive experiences of others. If you're seeking a convenient method to collect video testimonials from existing clients and business partners, look no further than Deploy.Reviews. Use this platform to collect the reviews, then create mini-compilation videos highlighting positive experiences. Then, display these testimonials using a Deploy.Chat widget on your website, showcasing your success and building trust with potential clients. Streamlining Lead Capture Capturing and managing leads can be time-consuming, but Deploy. Chat's video message widget streamlines the process. Engage visitors with targeted video messages encouraging them to connect with you directly to start the mortgage process. Deploy. Chat's customizable channels can be seamlessly integrated into your video content, making it easy for visitors to follow links, start an application, book a call, or even chat via an integrated text widget using our Deploy Command Base. So in summary In the competitive Canadian mortgage market, having a dynamic, engaging website is crucial for attracting and retaining clients. Deploy.Chat's video message widget offers an innovative way to capture your audience's attention, target the right clients by speaking their language, establish expertise, share social proof, and streamline lead capture. By integrating Deploy.Chat into your mortgage website; you'll enhance the user experience by making a personal connection that leads them to take action, thus creating more converted leads and increasing your client base. Check out our website deploy.chat to learn more.
By Jackson Middleton April 8, 2023
At Deploy we're constantly seeking new ways to enhance your online client relationships through emerging technology and to equip you with the resources and knowledge required to become highly referable online. With this in mind, we're proud to launch Deploy.Chat.
By Jackson Middleton April 5, 2023
Overall, testimonials can play a critical role in convincing potential customers to choose your business over your competitors, which can help drive growth for your mortgage business. In this article we look at the six strategies to generate online testimonials or reviews.
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