Did you know that 9 out of 10 customers are likely to read reviews before they choose a business? That’s why having good online reviews for your company is essential to the bottom line. What about negative feedback? While no one likes to receive criticism or complaints, the fact is that bad reviews could be good news for your business.
Negative reviews can be a positive for your business
Negative reviews are impossible to avoid, even if you have only positive comments thus far. At some point, a customer will be less than pleased with the service or experience he or she had at your company and will likely post a negative review. However, that does not mean the end of your career or your business. In fact, if an organization’s reviews are all positive, potential customers may question their authenticity.
Negative reviews tell consumers what might go wrong with a product or service and how your company reacted to a situation. Responding immediately is smart; it allows you to address the customer’s concerns and hopefully save the relationship. Read comments carefully and reply in a way that is genuine and on-brand. Investigate the incident further, if necessary, so that you know what happened and can understand the circumstances from the customer’s point of view.
Negative reviews provide an opportunity to get feedback
Remember that every negative review is an opportunity to get feedback on your business. Respond to each comment personally and thoughtfully and it could help market your company. Potential customers will see that your organization may not be perfect, but you are willing to take responsibility for mistakes and work to make things right. For more tips and information on how negative reviews can be a positive for your business, check out the infographic below.
This infographic was created by Clearcutanalytics.com.