There’s no question about it. Getting a negative review for your product or company can be scary. Whether you’re a new business or well established, seeing that 1 star rating can feel like the end of your sojourn into online profitability. The fact is with the right approach, you can turn bad reviews into an opportunity to attract lifelong customers.
97% of consumers state that customer service in important when it comes to keeping their loyalty. That being said, dealing with customer feedback properly is more important then ever.
Let’s look at some of the ways to handle negative reviews and build a loyal consumer community.
React Quickly to Negative Reviews.
As soon as you see a negative review, deal with it! Don’t delay on preparing a response. The faster you can respond, the more likely the customer will be satisfied. You shouldn’t ignore or delete negative reviews. It won’t solve the situation and, if anything, it will further infuriate your customer. There’s plenty of places for a customer to review your business outside of your control and the last thing you want is to create a customer that is now on a crusade to destroy you. Engaging them is your only option.
Be sure to watch your social media profiles as well. Getting in front of problems before they spiral out of control is a key factor in dealing with bad reviews. This will also help minimize the damage it can cause and lets you keep in an eye on how your audience feels about your business.
While it’s not ever advised to delete reviews, there are exceptions to every rule. Some people can become overtly inappropriate or unproductive. Don’t be afraid to moderate these types of comments if they aren’t engaging you in a productive way.
If you suspect a troll, your best approach is do nothing. Responding will typically make matters worse since they aren’t actually looking for a solutions. That and your audience will usually be able to spot a troll and sympathize with you. No one likes a troll.
So you now have a bad review. Time to get to work. Your response needs to have the following three components.
1. Be Prompt
The longer you take to respond, the more your customer feels you don’t care about them. Be quick in your responses. The maximum window for your response should be 24 hours.
2. Keep the review public
People make mistakes and most people understand that. If you respond publicly, take ownership of your mistake and work to rectify the situation, other potential customers will see that you are willing to work to fix problems and may become loyal customers themselves. Your humility makes others feel empowered and they will gladly work with someone they know will work with them.
3. Be Professional
You put so much hard work into your business, negative reviews can feel like a slap in the face. Try not to take it personally. Throwing insults or shifting blame is largely unproductive when dealing with customers. The customer only wants their problem solved. They won’t care about the why or how. Don’t start arguments or make excuses. Politely apologize and work to rectify their problem.
Customers aren’t leaving negative reviews on your website because they have nothing better to do. Writing a review takes effort and if someone is going out of their way to write one, it usually means they are looking for a solution. Take the time to look at it from their perspective, be empathetic and help fix their problem. Not only will you create a thankful customer but you’ll show others that you’re willing to solve their problems. This will strengthen your business’ brand as a company that cares about their customers and, in turn, strengthen your bottom line.