Q: How to respond to negative reviews?

It's important not to ignore negative reviews. Even if you can't win back the customer who left the negative feedback, you can influence the opinions of potential customers who read your response.Show that you care about every customer's opinion. According to statistics, 78% of users feel that a company values their opinion if it responds to reviews, which increases potential customer loyalty.Recommended structure for responding to a negative review:Greeting.Thank the customer for their feedback (if appropriate).Express empathy (if the issue was on the customer's side) or apologize (if the company is at fault).Offer a solution to the problem and invite the customer to return if they wish.Ask the customer to update their review if the issue has been resolved.

Question 1

How and why should I leave reviews about companies, and who can leave them?

Accepted Answer

We encourage you to share your experience by leaving a review of a company. Your feedback helps other users make informed decisions and influences the company&#x27;s position in our catalog and search results. The more positive reviews a company has, the higher it ranks and the better its chances of being listed among the most popular in its category, city, or even all of Georgia. Any registered user on our site can leave reviews.

Question 2

A negative review was written about my company. How can I delete it?

Accepted Answer

If a negative review has been left about your company, you can respond by providing your own comment. Our moderators will place your reply under the review. If you believe the review violates our guidelines—containing insults, threats, personal data, or advertising of other companies—you can report it, and we will investigate.Please remember that every user has the right to their opinion, and we do not delete reviews simply because they are unfavorable or you disagree with them. We do not intervene in disputes between companies and customers, as it is often impossible to determine who is right.Reviews that contain insults, threats, personal information, or offensive language do not pass moderation and are removed. If you find such a review, please let us know, and we will take appropriate action.

Question 3

How can I write a review so that it gets published and passes moderation?

Accepted Answer

To ensure that Madloba Info features only useful reviews, we have established guidelines for writing them. If a review doesn&#x27;t comply with these rules, it may be removed.Recommendations for Writing a Review:DetailProvide specific details about what you liked or didn&#x27;t like. This helps other users make informed choices and allows companies to improve their services.Clarity and SimplicityUse clear and understandable language. Avoid professional jargon, complex terms, or metaphors that others might not understand.PolitenessDo not use rude language, profanity, or insults directed at staff, the company, clients, or other users. If there was a conflict, describe it objectively without aggression or offensive remarks.PrivacyDo not include personal information about yourself or others, such as contact details, home addresses, or personal life details.CorrectnessTry to write without spelling or grammatical errors. Avoid using transliteration. Do not overuse capital letters, exclamation marks, emojis, or emoticons.RelevanceWrite about recent experiences. Reviews about events that happened many years ago may not be relevant to users today.Stay on TopicDo not use the review to contact the administration. If you need support, please fill out the appropriate form and describe your situation in detail.

Question 4

Are there any rules for publishing reviews on your platform?

Accepted Answer

Yes, we have guidelines to ensure the quality and usefulness of reviews on Madloba Info. To have your review published, please follow these recommendations:Share your personal experienceWrite only about your direct experience with the company. Reviews based on hearsay will not be published.Example of an inappropriate review:"My friend said this store is dishonest. I wouldn&#x27;t recommend going there."Be specificIf the company has multiple locations, please review the exact branch you visited.Do not write about employment experienceReviews should be helpful to potential customers, so feedback from employees or former employees is not published.Avoid advertising and spamDo not promote other companies or compare with them. Such reviews will be removed.Example of an inappropriate review:"This place is okay, but the café next door has cheaper coffee. You should go there instead."Provide genuine feedbackYour review should reflect your real experience. We do not publish reviews written for compensation or at the request of others.Respect othersDo not use offensive language, threats, or discriminatory remarks. Such reviews will not pass moderation.Avoid adult contentDo not include erotic or pornographic material, or scenes of smoking.If you are a business owner and believe a review violates our guidelines, please read about how to report it in this section.

Question 5

I wrote a review but want to edit it. How can I do that?

Accepted Answer

You can edit your review by submitting a request through this form using the same email address associated with your account when you wrote the review. In your request, please specify the changes you&#x27;d like to make. Please note that processing your request may take up to five business days.

Question 6

How does your company use reviews?

Accepted Answer

We collect user reviews to improve our Madloba Info service and its features. Your feedback helps us understand what works well and what needs improvement. We may use reviews to generate statistics and analyses that help us enhance our services.Your reviews may be published on our Madloba Info website or on platforms affiliated with us, sometimes without displaying information about the author&#x27;s account. When writing reviews, please adhere to our User Agreement and platform guidelines.

Question 7

Why is it important to respond to reviews?

Accepted Answer

By responding to reviews, you show customers that their opinions matter to you. This helps build loyalty and enhance your reputation. It&#x27;s important to reply to both positive and negative reviews.In the case of negative feedback, your response can help quickly resolve issues and increase trust among potential customers. People appreciate when a company constructively addresses criticism and demonstrates a willingness to improve.To learn more about handling negative reviews, you can read our article "How to Respond Appropriately to Negative Company Reviews."

Question 8

How to respond to negative reviews?

Accepted Answer

It&#x27;s important not to ignore negative reviews. Even if you can&#x27;t win back the customer who left the negative feedback, you can influence the opinions of potential customers who read your response.Show that you care about every customer&#x27;s opinion. According to statistics, 78% of users feel that a company values their opinion if it responds to reviews, which increases potential customer loyalty.Recommended structure for responding to a negative review:Greeting.Thank the customer for their feedback (if appropriate).Express empathy (if the issue was on the customer&#x27;s side) or apologize (if the company is at fault).Offer a solution to the problem and invite the customer to return if they wish.Ask the customer to update their review if the issue has been resolved.

Question 9

How to respond to positive reviews?

Accepted Answer

Responding to positive reviews helps strengthen your relationship with customers and increases their loyalty. It&#x27;s an excellent opportunity to highlight your company&#x27;s strengths and share more about your work.Recommendations for responding to a positive review:Express GratitudeThank the customer for their review and time.AcknowledgeReinforce the positive aspects mentioned by the customer and provide facts or details. For example, if the customer praises your staff, share information about their qualifications or training.Offer Additional ValueIf appropriate, suggest other services or inform them about upcoming promotions to encourage repeat business.Sample Response:"Hello, [Customer&#x27;s Name]! Thank you so much for your positive review. We&#x27;re delighted to hear that you enjoyed the work of our specialists. All our team members undergo rigorous selection and regular training. We look forward to seeing you again! By the way, we have a new promotion starting soon—stay tuned for updates."

Question 10

I wrote a review, but it wasn't published. Why did this happen?

Accepted Answer

There are several reasons why your review might not have passed moderation and wasn't published:

Violation of laws: The review contains information that contradicts legal regulations.
Advertising content: The review is essentially an advertisement.
Mass or fake reviews: Written from a mass IP address or from the same computer under different names.
Violation of communication norms: Contains profanity or personal insults.
Lack of specifics: Does not provide information about the organization's work or is not constructive (e.g., criticism without explanation).
Duplicated on other sites: Published on other websites under different names.
Links to external resources: Contains links to external websites.
Mismatch with company's services: Describes services that the company does not offer.
Review from a former employee: Left by an employee who no longer works at the company (proof of dismissal is required).
Incorrect information about a specialist: Left about a specialist who never worked at the organization or was dismissed more than two weeks before the review was posted.

Please check your review for compliance with these guidelines. If you believe your review was rejected by mistake, please contact our support team for clarification.

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Question 11

If I purchase a premium plan, will you remove a negative customer review?

Accepted Answer

Madloba Info does not delete genuine customer reviews. We value honest feedback and ask all partners who choose premium placement on our platform to understand this policy. The best course of action in such a situation is to respond to the review and try to resolve the issue amicably. This can help improve your company&#x27;s reputation. Once the issue is resolved, you can comment under the negative review or ask the customer to update their feedback.However, there are certain types of reviews that we do remove. These include reviews described in this section.