Negative reviews - the right way to react - FAQ

When dealing with negative reviews, the same principle applies to all companies: react to them without fail and do not leave the accusations unanswered! 

Keep an eye on all ratings 

Markee helps you with the rating monitoring. It shows you all the ratings in the "Social" area. If you wish, new ratings can be sent to you or your customers by e-mail. So you don't lose the overview. You can find a list of portals that Markee is currently "monitoring" in our knowledge base. 

Respond to all reviews 

Once the reviews are found, they need to be responded to. Markee also helps with this with its review management. This allows you to reply to reviews received on the Google Business Profile, Facebook, and Golocal / Meinungsmeister portals directly from Markee - without having to log in to each portal individually. In order for Markee to support you in responding to negative reviews, the Review Response addon must be enabled for your locations. The Markee support team will be happy to assist you with this. 

Respond to the customer

Even if the customer's tone is rougher, be sure to keep your cool and respond to his accusations with aplomb. Show understanding for their anger and explain how the problem came about. If a mistake was made on your end, own up to it. Offer a quick solution, perhaps it is also useful to show your good will with a voucher as compensation.  Nevertheless, keep your answers short and rather pick up the phone and clarify the problems in a personal conversation. 

Do not put up with everything

If the customer makes demonstrably false statements, you do not have to put up with it. Most portals allow you to report false statements for legal reasons - if in doubt, check the terms of use.

Learning from negative reviews 

Even if negative reviews are unpleasant, there may be a grain of truth behind them. You should therefore analyze them and check whether you can improve your service.