Negative reviews upsides are that customers will more likely believe the good reviews, according to small business consultant Roiti Dazzell. In a recent article, she outlined 4 tips for dealing with negative reviews.
Every business has to contend with bad reviews, whether they were warranted or not. Some clients have legitimate complaints, while others vent anger at things that weren’t of the businesses making. Many years back I read an article made me think deeper about negative reviews. In that case, it was a complaint someone lodged n social media — while standing in line at the venue and getting angrier by the minute. The business, however, turned it around. They saw the complaint and quickly responded; not only rectifying the problem but thanking the customer for pointing it out, and explaining what changes they will implement to avoid such problems for future customers.
As I consumer myself, seeing a company accept responsibility for a shortfall, moving quickly to fix it, and, outlining how they will tweak their protocols to avoid it in the future, makes me more inclined to patronize their business, not less.
In the article by Roiti Dazzell, she notes that
if you think a bad review or two turns away customers, think again. A few less-than-stellar reviews can actually make customers trust your reviews even more. If a business has no negative reviews, 95% of consumers suspect the good reviews are fake – or the bad reviews have been censored.”
Negative Reviews Upside
According to her article,
Eighty-five percent of consumers trust online reviews as much as personal recommendations and consumers spend an average of 31% more money with companies that have excellent online reviews. But, according to Small Business Expert Rieva Lesonsky, it’s the negative reviews that give you a chance to learn from criticism and improve your business. And how you handle negative reviews makes all the difference.
Here are four tips in dealing with bad reviews:
Be responsive. When you see a bad review, respond asap. There is reputation management software available to help monitor and manage your reviews.
Recognize and show empathy for a customers distress. Don’t dismiss it, or just how it’s not your fault.
Be available and personal by asking the customer to contact you privately; via phone or in person are best.
Request a review update, if in fact, you’ve resolved the issue to their satisfaction.
Remember that a business and their customers are still a relationship, no different than a friend is a relationship. If you have a dispute, you may be upset with each other. But, once you’ve resolved the dispute, in most cases, you go back to your good relationship.
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