{"id":25561,"date":"2017-02-26T08:27:37","date_gmt":"2017-02-26T07:27:37","guid":{"rendered":"https:\/\/respondelligent.com\/?p=25561"},"modified":"2026-02-05T08:38:20","modified_gmt":"2026-02-05T07:38:20","slug":"negative-bewertungen-ist-zu-tun","status":"publish","type":"post","link":"https:\/\/respondelligent.com\/de\/negative-bewertungen-ist-zu-tun\/","title":{"rendered":"Negative Online-Bewertungen: was ist zu tun?"},"content":{"rendered":"

[et_pb_section fb_built=”1″ _builder_version=”4.27.4″ background_color=”RGBA(255,255,255,0)” custom_padding=”0px|||” custom_padding_tablet=”0px|||” padding_mobile=”on” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_row padding_mobile=”on” column_padding_mobile=”on” admin_label=”row” _builder_version=”4.27.4″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” custom_padding=”0px|||” use_custom_width=”on” custom_width_px=”620px” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||” theme_builder_area=”post_content”][et_pb_text _builder_version=”4.27.4″ text_text_color=”#000000″ text_font_size=”17px” background_size=”initial” background_position=”top_left” background_repeat=”repeat” max_width=”1080%” custom_margin=”||0px||false|false” border_style=”solid” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n

E<\/span><\/strong>ine negative (Online-) Bewertung zu erhalten kann sehr frustrierend sein, besonders wenn man jeden Tag sein Bestes gibt. Doch machen wir uns nichts vor: Es ist praktisch unm\u00f6glich, \u00fcber Jahre hinweg jeden Geschmack fehlerfrei zu treffen.<\/p>\n

Die guten Nachrichten:<\/b><\/p>\n

1. Perfektion wirkt verd\u00e4chtig:<\/b> Studien belegen, dass potenzielle G\u00e4ste Betrieben mit ausschliesslich perfekten Bewertungen misstrauen. Die h\u00f6chste Kaufabsicht liegt bei einem Rating von 4,2 bis 4,5 Sternen<\/b>. Eine gelegentliche kritische Stimme macht Ihren Betrieb also erst authentisch und glaubw\u00fcrdig.<\/p>\n

2. Die Chance zum Dialog:<\/b> Fast alle Bewertungsplattformen<\/b> erlauben es Ihnen, auf Feedback zu antworten. Hier liegt Ihre gr\u00f6sste Chance: 45 % der Kunden<\/b> besuchen ein Unternehmen eher, wenn sie sehen, dass professionell auf Kritik reagiert wird. Sie verwandeln so einen vermeintlichen Nachteil in echtes Marketing f\u00fcr alle zuk\u00fcnftigen Leser.<\/p>\n

Doch wie antwortet man so, dass aus einem Kritiker ein Fan wird?<\/p>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row padding_mobile=”on” column_padding_mobile=”on” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” max_width=”620px” custom_padding=”50px|||” use_custom_width=”on” custom_width_px=”620px” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||” theme_builder_area=”post_content”][et_pb_divider color=”#aeaeac” _builder_version=”4.16″ hide_on_mobile=”off” global_colors_info=”{}” theme_builder_area=”post_content”][\/et_pb_divider][et_pb_text _builder_version=”4.16″ text_font=”PT Serif||||” text_text_color=”#363636″ text_font_size=”32″ text_line_height=”1.3em” background_size=”initial” background_position=”top_left” background_repeat=”repeat” max_width=”900px” custom_margin=”16px||30px|” text_font_size_tablet=”” text_font_size_phone=”” text_font_size_last_edited=”on|tablet” use_border_color=”off” border_color=”#ffffff” border_style=”solid” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n

\u201cIgnorieren Sie nicht Ihre Kunden, beantworten Sie Ihre Bewertungen<\/em><\/strong>\u201d<\/p>\n

[\/et_pb_text][et_pb_divider color=”#aeaeac” _builder_version=”4.16″ hide_on_mobile=”off” global_colors_info=”{}” theme_builder_area=”post_content”][\/et_pb_divider][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||” theme_builder_area=”post_content”][et_pb_text _builder_version=”4.27.4″ text_text_color=”#000000″ text_font_size=”17px” background_size=”initial” background_position=”top_left” background_repeat=”repeat” custom_margin=”40px||0px|” border_style=”solid” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n

Negative Bewertungen f\u00fcr Restaurants und Hotels richtig beantworten<\/strong><\/h3>\n

[\/et_pb_text][et_pb_text _builder_version=”4.27.4″ text_text_color=”#000000″ text_font_size=”17px” background_size=”initial” background_position=”top_left” background_repeat=”repeat” custom_margin=”40px||0px|” border_style=”solid” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n

1. Bleiben Sie h\u00f6flich und zuvorkommend
<\/strong><\/h4>\n

Das Gute an Online-Reviews ist, dass Sie nach dem Erhalt Zeit haben, die Situation in Ruhe zu beurteilen. Wir empfehlen, jede Antwort \u2013 ob positiv oder negativ \u2013 damit zu beginnen, dem Kunden f\u00fcr seine Zeit zu danken. Entschuldigen Sie sich anschliesslich daf\u00fcr, dass die Erwartungen des Gastes nicht erf\u00fcllt werden konnten, ohne sich dabei selbst \u201eklein\u201c zu machen.<\/p>\n

Achten Sie darauf, dass Ihr Ton von Anfang bis Ende professionell und freundlich<\/b> bleibt. Zeigen Sie dem Gast (und allen Mitlesern), dass Sie jeden Kunden wertsch\u00e4tzen<\/b> und fest entschlossen sind, aus dem Feedback zu lernen, um die zuk\u00fcnftige G\u00e4stezufriedenheit sicherzustellen. Versichern Sie dem Kunden, dass seine R\u00fcckmeldung ernst genommen wird und direkt in Ihre Prozessverbesserungen einfliesst.<\/p>\n

2. Erkl\u00e4ren Sie die Situation
<\/strong><\/h4>\n

Bleiben Sie sachlich und lassen Sie keine Emotionen einfliessen. Dass kein Produkt und keine Dienstleistung jedem gef\u00e4llt, ist v\u00f6llig normal. Wichtig ist jedoch, dass potenzielle Kunden, welche diese Bewertungen und Ihre Antwort lesen, ein klares Gesamtbild erhalten.<\/p>\n

Schildern Sie Ihre Sicht der Dinge objektiv und erkl\u00e4ren Sie ruhig Ihre Abl\u00e4ufe. So vermitteln Sie den \u201estillen Mitlesern\u201c, dass Sie alles in Ihrer Macht Stehende unternehmen, um die bestm\u00f6gliche Qualit\u00e4t zu bieten. Wenn k\u00fcnftige G\u00e4ste sehen, dass Sie Kritik ernst nehmen und transparent damit umgehen, st\u00e4rkt das das Vertrauen in Ihren Betrieb massiv.<\/p>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_4,3_4″ use_custom_gutter=”on” gutter_width=”2″ padding_mobile=”on” column_padding_mobile=”on” custom_padding_last_edited=”on|tablet” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” custom_padding=”50px|||” custom_padding_tablet=”17px|||” custom_padding_phone=”” custom_width_px=”830px” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”1_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||” theme_builder_area=”post_content”][et_pb_divider color=”#aeaeac” _builder_version=”4.16″ custom_css_main_element=”width:130px;” hide_on_mobile=”off” global_colors_info=”{}” theme_builder_area=”post_content”][\/et_pb_divider][et_pb_text _builder_version=”4.16″ text_font=”PT Serif||on||” text_text_color=”#363636″ text_font_size=”16″ text_line_height=”1em” background_size=”initial” background_position=”top_left” background_repeat=”repeat” max_width=”130px” custom_margin=”20px||0px|” use_border_color=”off” border_color=”#ffffff” border_style=”solid” global_colors_info=”{}” theme_builder_area=”post_content”]Negative Bewertungen k\u00f6nnen in der Tat helfen, Verbesserungen vorzunehmen und sind daher nicht nur negativ.
\n[\/et_pb_text][\/et_pb_column][et_pb_column type=”3_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||” theme_builder_area=”post_content”][et_pb_image src=”\/wp-content\/uploads\/2017\/04\/Thumb_blue.jpg.png” alt=”Negative Online-Bewertungen: was ist zu tun?” show_bottom_space=”off” align_tablet=”center” align_phone=”center” align_last_edited=”on|desktop” _builder_version=”4.16″ animation_style=”fade” animation_duration=”500ms” border_style=”solid” animation=”fade_in” sticky=”on” always_center_on_mobile=”on” global_colors_info=”{}” theme_builder_area=”post_content”][\/et_pb_image][\/et_pb_column][\/et_pb_row][et_pb_row padding_mobile=”on” column_padding_mobile=”on” admin_label=”row” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” custom_padding=”0px|||” use_custom_width=”on” custom_width_px=”620px” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||” theme_builder_area=”post_content”][et_pb_text _builder_version=”4.27.4″ text_text_color=”#000000″ text_font_size=”17px” background_size=”initial” background_position=”top_left” background_repeat=”repeat” custom_margin=”40px||0px|” border_style=”solid” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n

3. Starten Sie einen Dialog
<\/strong><\/h4>\n

Manchmal ist aus einer Bewertung nicht sofort ersichtlich, was genau schiefgelaufen ist. Fragen Sie in diesem Fall nach detaillierterem Feedback. Denken Sie jedoch daran: Es gibt oft einen Grund, warum ein Gast den \u201eanonymen\u201c Weg gew\u00e4hlt hat, statt das Gespr\u00e4ch vor Ort zu suchen. Manche G\u00e4ste bevorzugen die Distanz und freuen sich bereits \u00fcber eine schriftliche Reaktion auf demselben Kanal.<\/p>\n

Dennoch ist es oft sinnvoll, das Gespr\u00e4ch auf eine private Ebene zu verlagern. Bieten Sie eine E-Mail-Adresse oder Telefonnummer an, um das Problem gemeinsam zu l\u00f6sen \u2013 so findet die weitere Diskussion nicht mehr \u00f6ffentlich statt. Der entscheidende Vorteil: Online-Bewertungen k\u00f6nnen von den Verfassern nachtr\u00e4glich angepasst werden. Wenn Sie ein Problem pers\u00f6nlich l\u00f6sen konnten, ist dies die beste Gelegenheit, den Gast h\u00f6flich zu bitten, seine Bewertung zu aktualisieren. So verwandeln Sie eine schlechte Erfahrung doch noch in ein positives Ergebnis.<\/p>\n

4. Mit Fake-Bewertungen richtig umgehen
<\/strong><\/h4>\n

Hier m\u00fcssen wir unterscheiden, ob eine Bewertung gegen die offiziellen Richtlinien der Bewertungsplattformen<\/b> verst\u00f6sst. Das ist unter anderem der Fall, wenn keine pers\u00f6nliche Erfahrung zugrunde liegt (\u201eH\u00f6ren-sagen\u201c), illegale oder vertrauliche Informationen ver\u00f6ffentlicht werden oder es sich um \u201eHate Speech\u201c und krasse Beleidigungen handelt. In diesen F\u00e4llen k\u00f6nnen und sollten Sie die L\u00f6schung der Bewertung beantragen.<\/p>\n

Es gibt jedoch auch Rezensionen, die aus anderen Gr\u00fcnden nicht der Realit\u00e4t entsprechen \u2013 etwa durch unfaire Mitbewerber oder frustrierte ehemalige Mitarbeitende. Solche Bewertungen sind leider schwerer zu unterbinden. Denken Sie aber daran: Ein neutraler Leser kann oft nicht sofort erkennen, ob eine Kritik echt ist oder nicht. Bewahren Sie daher immer die Ruhe und reagieren Sie professionell auf jede Bewertung, um Ihre Souver\u00e4nit\u00e4t zu wahren.<\/p>\n

F\u00fcr eine detaillierte Analyse, wie Sie solche Inhalte identifizieren, lesen Sie unseren Artikel dar\u00fcber, wie Sie Fake-Bewertungen erkennen<\/a><\/link-block><\/response-element><\/b>. Falls Sie sicher sind, dass eine Rezension gegen Richtlinien verst\u00f6sst, hilft Ihnen unsere Schritt-f\u00fcr-Schritt-Anleitung dabei, Google-Rezensionen l\u00f6schen zu lassen<\/a><\/link-block><\/response-element><\/b>.<\/p>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row padding_mobile=”on” column_padding_mobile=”on” admin_label=”row” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” custom_padding=”0px|||” use_custom_width=”on” custom_width_px=”620px” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||” theme_builder_area=”post_content”][et_pb_text _builder_version=”4.27.4″ text_text_color=”#000000″ text_font_size=”17px” background_size=”initial” background_position=”top_left” background_repeat=”repeat” custom_margin=”40px||0px|” hover_enabled=”0″ border_style=”solid” global_colors_info=”{}” theme_builder_area=”post_content” sticky_enabled=”0″]<\/p>\n

Zusammenfassung<\/h4>\n

Negative Bewertungen sind nicht per se schlecht; sie sind eine wertvolle Informationsquelle, um den eigenen Service stetig zu verbessern. Gleichzeitig machen sie Ihren Betrieb erst richtig authentisch. Mit geschickten Antworten k\u00f6nnen Sie das Vertrauen Ihrer Kunden sogar noch steigern. Wir zeigen Ihnen in unseren n\u00e4chsten Beitr\u00e4gen, wie Sie das konkret erreichen.<\/p>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row padding_mobile=”on” column_padding_mobile=”on” admin_label=”row” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” custom_padding=”0px|||” use_custom_width=”on” custom_width_px=”620px” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||” theme_builder_area=”post_content”][et_pb_text _builder_version=”4.27.4″ text_text_color=”#000000″ text_font_size=”17px” background_size=”initial” background_position=”top_left” background_repeat=”repeat” custom_margin=”40px||0px|” border_style=”solid” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n

Haben Sie Interesse an den neusten Erkenntnissen und umsetzbaren Tipps? In unserem ultimativen Guide f\u00fcr Online-Reviews<\/a> finden Sie viele Vorlagen, um auf negative und positive Bewertungen zu antworten.<\/p>\n

Wollen Sie noch mehr Zeit sparen? Lassen Sie unsere KI professionelle und massgeschneiderte Antworten<\/a><\/link-block><\/response-element><\/b> direkt f\u00fcr Sie generieren.<\/p>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.16″ global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_row padding_mobile=”off” column_padding_mobile=”on” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” max_width=”780px” use_custom_width=”on” custom_width_px=”780px” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||” theme_builder_area=”post_content”][et_pb_text _builder_version=”4.16″ text_font=”PT Serif||||” text_text_color=”#363636″ text_font_size=”36″ text_line_height=”1.4em” background_size=”initial” background_position=”top_left” background_repeat=”repeat” text_orientation=”center” module_alignment=”center” custom_margin=”||70px|” text_font_size_tablet=”26″ text_font_size_phone=”” text_font_size_last_edited=”on|tablet” use_border_color=”off” border_color=”#ffffff” border_style=”solid” global_colors_info=”{}” theme_builder_area=”post_content”]Wollen Sie unsere Beitr\u00e4ge vor der Ver\u00f6ffentlichung erhalten?
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\n[\/et_pb_text][et_pb_contact_form captcha=”off” email=”newsletter@respondelligent.com” custom_message=”Negative Bewertung: was ist zu tun||et_pb_line_break_holder||%%E-mail_Address%%||et_pb_line_break_holder||%%First_Name%%” use_redirect=”off” success_message=”Thank you for subscribing” module_id=”et_pb_contact_form_1″ _builder_version=”4.16″ _unique_id=”08267b1f-b941-480d-a5c9-7b11cc5d4544″ custom_button=”on” button_text_color=”#ffffff” button_bg_color=”#00b0dc” button_border_width=”8″ button_border_color=”#00b0dc” button_border_radius=”4″ border_radii=”on|0px|0px|0px|0px” border_style=”solid” input_border_radius=”0″ global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_contact_field field_id=”E-mail_Address” field_title=”E-mail Address” fullwidth_field=”on” _builder_version=”4.16″ form_field_background_color=”rgba(0,0,0,0)” form_field_text_color=”#adadab” form_field_font=”PT Sans||||” form_field_font_size=”20″ form_field_line_height=”1.4em” 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theme_builder_area=”post_content”][\/et_pb_contact_field][\/et_pb_contact_form][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ custom_padding_last_edited=”on|phone” _builder_version=”4.16″ custom_margin=”0px||||false|false” custom_margin_tablet=”50px||||false|false” custom_margin_phone=”50px||||false|false” custom_margin_last_edited=”on|desktop” custom_padding=”25px||25px||true|false” custom_padding_tablet=”0px||0px||true” custom_padding_phone=”0px||0px||true” locked=”off” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_row _builder_version=”4.16″ global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”4_4″ _builder_version=”4.16″ global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_blurb title=”\u00dcber die Autorin” image=”https:\/\/respondelligent.com\/wp-content\/uploads\/2020\/04\/Natalia_Zaugg_Author.png” icon_placement=”left” image_icon_width=”120px” content_max_width=”780px” icon_placement_tablet=”” 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theme_builder_area=”post_content”]Natalia ist Co-Founder von\u00a0re:spondelligent<\/strong>. Sie unterst\u00fctzt unsere Kunden beim Managen Ihrer Online Bewertungen und teilt auf unserem Blog Ihr Fachwissen aus der Branche und \u201eBest Practice\u201c aus dem Tagesgesch\u00e4ft.[\/et_pb_blurb][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"

Eine negative (Online-) Bewertung zu erhalten kann sehr frustrierend sein, machen Sie das beste daraus und lernen Sie wie man vermeintliche Nachteile in Vorteile umwandeln kann.<\/p>\n","protected":false},"author":2,"featured_media":25353,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[15],"tags":[],"class_list":["post-25561","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-bewertungs-management"],"yoast_head":"\nNegative Online-Bewertungen: was ist zu tun? - re:spondelligent<\/title>\n<meta name=\"description\" content=\"Negative Online-Bewertungen k\u00f6nnen frustrierend sein, vor allem wenn man jeden Tag sein bestes gibt. 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