How To Respond To Negative Reviews In Your Booking App ?

By Author: Reservifi
Total Articles: 8
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Many businesses are leveraging booking apps to attract more customers. However, there are times when you get negative reviews about your service in your mobile app. How should you respond to them? Read on to find out!

How to Respond to Negative Reviews in Booking App?
Respond As Soon As Possible (ASAP)!

Customers post negative reviews in your booking app because they want to get your attention. So, you better respond to them ASAP!

By responding quickly, you’ll make your customers realize that they have got your attention. After committing to your response, allot 5 or 10 minutes to sincerely respond to any issues that your customer might’ve faced.

Thank the Customers

Customers take out their precious time to give feedback that includes their positive or negative reviews. So, it is important that you take their feedback seriously. Therefore, your responses should include a thankyou note & a message of empathy. You can also thank them for bringing to your attention some shortcomings of your business.

Apologize – Even though it’s Old School

If a particular customer ...
... has had a bad experience, then you should go ahead & apologize for the bad experience. You might think that apologizing would seem scripted. But didn’t the customer have a bad experience? Then it is only fitting that you tender a sincere apology to cool down the customer.

Acknowledge Customer’s Ordeal

Now after all the apologies, quick responses & empathies, address the customer’s concern.

Acknowledge that something went wrong with your services – You don’t necessarily have to speak about the specifics. Even if their reviews seem sceptical, take their word for it when you are responding to them. After addressing the issue, you’ll know whether the customer was saying the truth or not.

Act on the Customer’s Feedback

Customer’s share their feedback hoping that businesses will make the necessary changes.

So, it is very important that you act on the customer’s feedback. However, take note that you don’t have to accept each & every change that the customers share.

Personally, Invite Your Customers Again

In your response, let the customer know that you want them to visit again. You can add a special discount or some complimentary services for the bad experience that they previously had.

These are a few effective ways to respond to Negative Booking App Reviews.

Resource link-https://reservifi.app/