How To Succeed With Negative Reviews Online
Every business at some point has to deal with negative reviews, instead of being discouraged by the negative responses, negative reviews can serve as a way to grow your business and highlight areas of improvement, making your business even better!
Learning how to turn a negative review into a positive action for your business will be essential as you move forward.
Expect that at some stage, your business will experience a negative review from a customer. Be prepared for this and realise that negative reviews are a path of the growth process to make your business better.
Accepting that challenges will come, will help prepare you to deal with the problem, so you don’t lose valuable energy when it does. It is also important to remember that you can’t please everybody, and not everyone is going to love every aspect of your business.
Have A Review Management Plan
When a negative review arises, it is imperative that you respond promptly before it escalates and more potential customers read the review. Be polite and professional in your tone, do not react emotionally, blame other people or create an excuse. Acknowledge the problem and apologise for the unpleasant experience.
Take the Issue Offline
After acknowledging the problem, ask the customer for his or her contact details so the matter can be resolved out of public view. Once the issue has been resolved, post a public comment outlining the agreed outcome.
Look For Commonalities
As you read through reviews, look for themes and repeated complaints. The most common negative word in reviews is “disappointed” meaning the customer had higher expectations than what was offered.
Once you have identified the common problems, this will show you which areas of your business need improvement. Brainstorm solutions with the necessary people and weigh the outcomes. Determine the steps that need to be taken in order to iron out the problem.
Encourage Happy Customers To Write A Review
You can encourage customers who are happy with your product or service to write a review of their experience. This will build online credibility of your brand; however, be careful not to influence their review in any way.
It’s important to remember that no business is perfect, but having a continuous improvement mind set and review management plan will push your business to greater levels!