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How to turn around negative ratings?

By Anh Nguyen |

We've all been there. After typing a thorough and lengthy response with links and citations, you get an email notification that the customer has given you a negative rating. Bummer!

Before you consider ditching JustAnswer and going up to Alaska to become a longshoreman (or longshorewoman), take a breath. Yes, it is not pleasant to receive a negative rating, especially on a question you have spent a lot of time on. However, it is entirely possible to turn it around. And no, JustAnswer is not paying me to say this.

Negative ratings are given for many reasons and while most customers reserve negative ratings for when the reasons are valid, some are undeserved. Customers could have rated negative by accident. Or they are upset at the bad news received, even if the information is correct. And occasionally, customers are simply agitated and rate negatively out of spite. So what can you do turn around negative ratings?

First, it's useful to know that customers have the ability to re-rate you. After the initial rating, you can continue the conversation and after a response, the customer can give you a different rating (if they choose to). The initial rating does not have to be the final rating.

Second, I recommend you have a prepared statement in response to a negative rating. Here is an example:

"I am showing that you have given my answer a negative rating. Keep in mind, I can only give you truthful information as simply telling you only what you wish to hear but what may not necessarily be true would only hurt you. If you are upset at your situation but not by the quality of my answer, please consider rerating positively as I am only a messenger. If you simply want more information, feel free to reply and let me know - I am here to help you to your satisfaction. If you have other concerns, reply and let me know. I am here to make sure you are satisfied."

A statement like this has helped me convert many negatives in the past and it is a valuable tool any Expert can use.

It's easy to feel upset when someone sends a signal that they're unhappy with your work, but it's important to always remember to keep your cool. We are Experts in our fields and need to maintain our professionalism.

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Comments

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    JACUSTOMER-hgphuuvn-

    So far, every time I've received a negative rating, the conversation is immediately blocked from further posting. I'm assuming the patient closes the interaction and so there isn't a way for me to provide any follow up or try to do a service recovery.

    It makes sense for patients to have the ability to give us negative rating, after all, they are the ones who are paying. However, as professionals we have some time invested in the conversations as well. So not being able to figure out what it was that urged the patient to withhold those delicious stars can make it less desirable to go after those tougher questions.

  • Avatar
    Anh Nguyen

    Hi Dr. Mo, the question may be closed for a variety of reasons including customer refund, by the mods, or the question has expired. In most cases, the questions should remain open for you to post so you can continue to help the customers.