So you got a negative review. It doesn’t feel great. What now?
Everything you’ve worked for, all the success you’ve earned, all the positivity you’ve generated seems to crumble. Research shows that 88% of consumers have been influenced by an online customer service review when making a buying decision.
But negative reviews are normal. If you deal with them in the right way, they can build you up instead of tear you down.
FORTVISION is here to turn that slap in the face to a pat on the back, so you can get your business back on track ASAP.
Cats have nine lives, and so can you. Here’s a nine-step process for you to keep your business alive and stay afloat in the face of negativity.
Let’s take a wrong and make it right.
It’s going to be ok. A negative review here or there isn’t going to destroy your business and can actually help build trust.
Research shows that 95% of consumers think strictly positive reviews are fake or company-screened. If a company is too good to be true, it probably isn’t true. Consumers appreciate a personalized feel and have human element. And humans make mistakes.
If a company is too good to be true, it probably isn’t true. Consumers appreciate a personalized feel and have human element. And humans make mistakes.
So if a bad review causes a few consumers to think negatively of you, congrats! That means they’re thinking of you!
2. Act fast.
Prolonging and mourning a negative review isn’t going to make it go away, and leaving it unattended is just going to increase the damage.
Make sure that you address all traffic related to your business—positive or negative—right away.
If consumers a lingering negative review, they’ll think you don’t care about their concerns or you are organized enough to response, or worse—both.
3. Be polite, professional and pleasing.
Of course, always conduct yourself professionally and politely. But consumers who are already dissatisfied need special care. If an unhappy consumer needs something, being formal reassures that they’ll get it. If a consumer thinks you made a mistake, acting organized will show them it was a minor slip-up that was completely out of character.
4. Move to remove.
Taking this course of action depends on the review, but getting especially hostile and damaging reviews can be an option.
Stay on top of your game.
Make sure you’re engaged in all the conversations regarding your business online.
Resources such as TalkWalker can help track your online presence, so you’re aware of negative reviews and can deal with them ASAP.
6. Review, review, review.
The more, the merrier: the more reviews you have, the more popular you’ll be.
Research shows that only 14% of reviews are three stars or fewer. If you increase your overall net reviews, the good ones will outweigh the bad.
7. Discuss and Debrief
The key to a successful business is collaboration. Everyone needs to be on the same page, or you’ll never even have a story to tell. Make sure every employee is aware of negative reviews – particularly the most damaging ones – so you can process and strategize how to move forward together.
Distinguish between aimless rants and constructive criticism. Some consumers just had an unfortunate, isolated experience, while others have meaningful feedback that can really improve your business on a wide scale. If a negative review can boost your business, listen to what it has to say, and consider changing a product or implementing the criticism into your next development.
9. Follow Up
Consumers don’t want feel one-and-done.
Touch base with unhappy consumers after addressing their negative review and make sure you’ve fixed the issue and can help them in the future.
They’ll appreciate it, and make the next review a positive one!