It goes without saying that no modern business is immune to negative reviews. Nowadays, thanks to social media and different review sites, customers are allowed to express their opinion and give feedback about a product or a service. And, of course, both positive and negative feedbacks are allowed. However, usually, the disgruntled ones are who we hear the most.
Having negative business reviews on your site can really hurt your business.But if you do get negative feedback on your site, don’t panic—but be sure to address the problem. Never avoid or underestimate it. In today’s digital age, online reviews and feedback have a big role to play. Let’s look at the statistics:
- Almost 95 percent of online consumers read online reviews before purchasing anything or hire anybody.
- 92 percent of consumers are more likely to purchase something or hire somebody after reading a trusted review.
- 68 percent of consumers say that positive reviews make them more likely to use a business.
Keep reading to learn some of our best tips for dealing with negative reviews that can help your company.
Your online reputation is important
There are many ways to test your website with some professional assistance. When it comes to running a business, the phrase “ignorance is bliss” does not apply. What’s more, not knowing and understanding what customers are saying about your business can impact your ability to attract new customers, keep old ones, and earn revenue.
The power of reviews is impactful. Because of this, we recommend developing a system to monitor your company’s reviews on a regular basis.There are many ways to do this, but here are some of the easiest and quickest:
- Google Alerts—If you want to be one of the first to get informed whenever somebody mentions your company or brand, you can set up automated Google Alerts.
- Bookmark popular review websites—You can also bookmark some popular review websites. By doing this you will have easy access to all the sites people most commonly use to post reviews. For example, Yelp or Glassdoor.
- Track branded keywords on Twitter—A simple tweet can be a negative review. So, if you track specific keywords related to your company, you will be alerted whenever a customer tweets something related to you.
Gather information about each negative review
Before reacting to a negative review, take a step back and analyze it. Not all negative reviews are the same. So, each issue requires its own approach. The best thing to do is ask yourself the following questions:
- Who left the negative review?
- Why was it left?
- Is the customer disappointed, confused, angry, frustrated?
- Who should respond to this review?
Bear in mind that some negative business reviews will be too ambiguous, and you will not be able to answer them. However, collecting all the possible information will definitely help your business reply with an appropriate response.
Post a public response
After you find the negative business review about your company and collect all the necessary information about the problem, it is time to post a public review. This shows that you are committed to transparency and customer service.The most important thing about posting a public response is posting it in a timely manner. Otherwise, people might think that you are ignoring them.
Also, the golden rule is to never pick a fight with your customers. Even if the negative business review was rude and disrespectful, try to apologize.Always take responsibility, and do your best to solve the problem. Remember that customers want companies to respond to their reviews.
Continue the conversation in private
After you have posted a public response, it is time to continue the conversation in private. Sometimes, it is not possible to contact the person who left a negative business review. In that case, they most likely complained for the sake of complaining.
However, if they left some contact information, you should definitely reach out to them. First things first—begin your private chat with another brief apology. Then, try to get all the possible information in order to fix the problem. When asking questions, always be kind and polite. In the end, let the customer know that you have noted the issue and taken steps to make sure it won’t happen again. Do your best to tell them that you appreciate their feedback.
Ask customers to update negative reviews
After fixing and resolving the situation, your first reaction is to probably take down all the negative reviews. Do not! Believe it or not, many consumers want to see those negative reviews—and not only the reviews, but how the problem was solved. This reinforces that your company is reliable and trustworthy. It’s the best way to turn online reviews into powerful tools.
So, instead of asking for a review to be taken down, ask customers to update their review once you have resolved their issue.And when people see the comments, they will see that your company is committed to solving problems as soon as possible. Don’t forget—if people see only good comments, they will be suspicious, since nobody is perfect, and mistakes do happen.