We are all entitled to our own opinions, but when they don’t go in our favour and complain about what we have often poured our blood, sweat and tears into, it can be naturally hard to hear. Online reviews are invaluable to customers as we rely on them when deciding whether or not to purchase a product or service, particularly if we haven’t seen the product in the flesh or heard about the service beforehand.
As a business, receiving positive reviews is always uplifting but, receiving a negative one may leave you feeling disheartened. Bad reviews may well be an inevitable part of running a business and as the saying goes “you can’t please all the people all of the time” – none the less, they can still be upsetting and impactful. However, there are lots of positive opportunities to be gained from receiving a bad review in fact, negative reviews can be good for business via their ability to humanise your brand and show customers that you are a real, genuine human being and not just a faceless, detached business.
Here are our useful tips on responding to bad reviews and turning the experience around
- Be quick to respond. Nip it in the bud as quick as you can, a customer’s negative feelings can fester, leading to additional complaints on review sites and social media. In most cases, a customer that has complained not only wants to see the issue resolved, they also want others to know how you handle the situation.
- Thank customers for their feedback. Negative customer feedback can really benefit your business, it is much more valuable than positive feedback. Absorb it as constructive criticism, thank the customer for their feedback, acknowledge their concerns and let them know you’re committed to resolving the issue. Ending the conversation on a positive note may well turn your unhappy customer into a loyal one.
- Show that you care. Listening and reacting positively to the customer’s review will show them and other potential customers that you care about your customers and your business. It humanises your brand and helps build trust.
- Keep it short and sweet. Once you have thanked your customer for their feedback, take your conversation offline quickly. There’s no need for other customers to see additional comments between you.
Instead of pondering on the negative, focus on creating more positive customer experiences – there may be lots of customers that have not thought to review you yet. Our reputation management service can help you reach out to your customers. We will do absolutely everything for you, from collecting reviews to replying to them on your behalf. We can help you build up your reputation, and help you succeed as a local SME. The best bit? We are cheaper than Trustpilot!