In this episode, we look at how to handle negative reviews.
In most cases, before people make a purchase they check the reviews of the product, service or the company. Reviews are extremely influential, they can persuade a potential customer to make a purchase or convince them to look elsewhere. They’re one of the top deciding factors for customers. The reason why reviews have so much influence is that people trust the feedback of other customers over the seller.
It can be very frustrating when you receive a negative review, especially if the customer hasn’t come to you first to rectify the problem. However, negative reviews can be used to your advantage. They’re a great way to help the customer with their problem and turn them into a lifelong fan. They’re also an opportunity to make improvements to your business.
An important thing to remember is that customers will read both good reviews and negative reviews. If customers see you going above and beyond to help other customers who have left negative reviews, it will instil confidence and trust. If they see you responding to negative reviews in a poor way or even ignoring them, those customers will lose confidence in you and shop elsewhere.
Finally, negative reviews also provide a balanced view. If your products or business has a lot of reviews and all the reviews are positive. It will “feel” odd to the customer as if you have purchased fake reviews.
Don’t see negative reviews as all bad. See them as a feedback loop that will enable you to improve your business, service or products.