Managing Negative Reviews - What do i do?
For many business owners they ponder the thought of just simply deleting their social media accounts due to a negative review. I understand that the root of this reaction comes from a frustrated frame of mind, one that is passionate about their business and the success of helping their current and future customers. Although, in reality, deleting your reviews or closing your social media accounts will only make it worse. Let’s understand why negative reviews represent opportunities for growth and how you should consider handling negative reviews moving forward.
NEGATIVE REVIEWS ARE JUST AS POWERFUL AS POSITIVE REVIEWS
Every negative review is an opportunity to acknowledge your customer’s concerns and resolve them. I stress again, this is your customer, an individual who has invested time or part of his income to experience your brand. Not to mention taking the time to interact with you openly over social media. Is this not why you created a social media strategy in the first place, to build a relationship with your customers? Chances are your customer is not alone with his complaint; it may be something that is deterring thousands of other customers from becoming a loyal customer. On the topic of ‘valid complaints’, yes we all have encountered an exaggerated or irrational complaint. BUT this complaint still requires your attention and most importantly your response. Give your customers the benefit of the doubt, there is a good chance they will disregard such exaggerated comments.
4 REASONS WHY NEGATIVE REVIEWS ARE JUST AS POWERFUL AS POSITIVE REVIEWS
Warning: If this problem has never been encountered before, the negative comment may be a means for you to resolve the issue before it becomes a hindrance. Data: Your customer is willing to provide you with free data, information that you may have not been already aware of. Brand: The customer is providing you with the opportunity to show your true colors, how much you really care about your customers. Business Development: Such comments may provide you with avenues to grow your business to new heights, discovering new opportunities.
HOW TO HANDLE NEGATIVE ONLINE REVIEWS
There is really no buts or if’s about it, you need to respond. Still not convinced… What if I told you the following;
• Leads who see a brand respond to a negative review reported an increase of 116% in purchase intent.
• 71% of customers changed their perception of the brand after seeing a public response to a reviewer
• Shoppers who saw a brand response offering a refund, upgrade, or exchange to a disgruntled customer were 92% more likely to purchase than those who saw no response
• Reviews with company responses were much more likely to be voted as “helpful” by readers Customers simply want to see that you care!
If a complaint is valid you owe it to the customer to respond, along with your followers who are your online ambassadors. If you’re wondering how you should respond, check out my post about a quick 6 step program that will help manage the response process.
THE POWER OF NEGATIVE REVIEWS
I hope this post helps ease your mind on receiving and responding to negative online reviews. No company wants to hear how bad they are doing or how poorly they have handled a situation. The bright side to a negative comment is to acknowledge that a customer cares enough to interact with you to help improve your business. Responding to positive and negative reviews is a must, the power of responding and showing the world what your brand is comprised of can provide a ROI for years to come. Share your experiences about writing a review or responding to one.