Here you go:
Negative Online Reviews? Can Be Good For Your Business!
by Lee Pemberton - the eCleanAdvisor
Recent research reveals that 85% of consumers (91% of those age 18 - 29) check out negative reviews to help them make informed purchasing decisions.
Believe it or not, negative reviews can actually establish trust! Your business' aim is to deliver services and experiences that consumers love. But even the best service can't be all things to all people and, it turns out that consumers simply don't trust a service that claims to be perfect!
While service businesses never
want to get negative reviews, such reviews add a level of authenticity to all of the other reviews you receive, while also building trust with customers and prospects. Plus, you also get to turn things around by the way you deal with and fix bad reviews.
Following are some effective steps for you to consider:
* Be Personal and Authentic When Responding –
Above all, it's very important that you be yourself. The main reason is that it shows that you're a sincere, caring person. Plus, people will find out if you're being fake and you'll lose trust (and business).
* Handle It Offline When Possible –
One of the best things to do for serious issues is to take it offline. If you can solve the issue with the dissatisfied customer even if you can't turn them into a raving fan, you will get respect.
* Acknowledge the Issue and Apologize –
When you do see a real issue that you can address in a review, you want to acknowledge it. Being the bigger person and showing your concern about customer service is the best way to ensure that you can make a customer who is unhappy happy in the end.
* Don't Get Defensive –
When you see a bad review, the first thing that often happens is your heart starts beating faster, and you feel flustered, embarrassed, and upset. That's okay; let yourself feel but do not respond while you're upset.
* Don't Get Pulled into an Online Battle –
If you do choose to answer, use your document without the mean parts of the review and only answer to the things that you can fix in a positive way. You don't want to be dragged into an online battle; that will not make you look good to anyone.
* Sometimes Ignoring the Review Is the Best You Can Do –
If it's an especially mean review, sometimes not answering at all is the best thing you can do. Eventually, the review will be buried by other, good reviews. One bad review, especially if it seems nasty, will not ruin things for you.
* Ask for More Reviews from Your Happy Customers –
The best time to ask for a review is right when your customer is most happy with their purchase. You can set up your autoresponder so that about two or three days after purchase you check in with the buyer to find out how they feel about their purchase. Then about five to seven days after purchase, ask for a review by sending a link to the review site you want them to use.
Dealing with negative reviews can be frustrating. But try to place your focus mostly on the good reviews that you receive, and there will be many once you start asking for more. If it turns out to be too stressful, get help by hiring a customer service representative, virtual assistant who will deal with this type of thing for you.