Nobody enjoys receiving a negative review; however, sometimes the best way to mitigate the impact of that review is by posting a polite, professional Reply back! Below are some suggestions to keep in mind when drafting your response to a negative review you may have received.
DON'T overestimate the impact of a single negative review. It happens to even the best businesses. In fact, in speaking to WeddingWire users, we've learned that negative reviews sprinkled in with favorable reviews often act to enhance the credibility of the positive reviews by illustrating the honesty and openness of the WeddingWire environment. That said, if you see a trend of negative reviews, you may want to take this feedback and determine if there is a way to improve your business.
DON'T lash out at the people who have written negative reviews about you. Tempting as that may be, we see that backfiring in some cases as the WeddingWire community may up the ante and even engage in "vigilante justice" by spreading more negativity.
DO thank reviewers for writing about your business but consider waiting 48 hours before responding to any negative reviews as a cooling-off mechanism. Be sure to put yourself in the mindset of your customer, and recognize that your tone may come across as defensive, so tread lightly.
DO take the feedback to heart, but remember that each review is just one single opinion, and it's the entire set of the WeddingWire reviews together that really matters most.