9 out of 10 customers are likely to read reviews online before choosing a place of business. This is why it’s essential to have good reviews online. But let’s talk about negative reviews. Obviously, no one would want to review criticism or complaints, but the fact is that bad reviews can be good news for you and your business. Here’s how.
Receiving negative feedback is an inevitable part of owning a business and impossible to avoid, even if you only have positive comments thus far. At one time or another, a customer will be less than pleased with you, your service, or your product and take their complaints to the internet. This is not the end of the world for you or your business. In fact, if an organization’s online reviews are all super positive, potential customers will question the authenticity of the reviews.
Negative reviews illustrate to potential customers what may go wrong with a product or service and how your company reacts to that situation. A quick response is smart; it allows you to address the concerns and hopefully save the relationship. Respond in a way that is both genuine and on-brand. Investigate where things went wrong, if necessary, so that you know the full story and can better understand the circumstances from the point of view of the customer.
When responding, be sure to apologize and thank the customer for their feedback. Avoid making excuses or sounding defensive. Your goal here is to save the relationship of the reviewer and to demonstrate to readers that you are committed to keeping your customers happy.
Remember that every negative review is an opportunity to get feedback on your business. Respond to each comment personally and thoughtfully and it could help market your company. Potential customers will see that your organization may not be perfect, but you are willing to take responsibility for mistakes and work to make things right. For more tips and information on negative reviews, check out the accompanying resource.