Turn negative reviews into steps for success now
Goodwill and reputation are essential for any organization to gain successful experience throughout its business activities. Today, as we focus more on transforming almost every function on a more digital platform, so too are customers. Indeed, whether it is an individual or a company, digital transformation is no longer an option but a need of time.
We have all reached the scenario where the customers who go for what they want in store gradually decrease while the majority prefers shopping online. However, regardless of whether customers buy online or offline, there is one important aspect that forms a money line on the customers who contact you and not your customers and vice versa. Are you wondering what this is? Well, as a business organization there are definitely various marketing strategies that you are implementing. But stay, “Word of mouth“Remains one of the best strategies.
Even today, with digitization in the foreground, people are expressing their satisfaction as well as dissatisfaction on the reviews section platform. In fact, in the wake of the pandemic, there is a 31% increase in customers reading reviews to make the right choice. Take a look at the following image which reveals the latest statistics on how often customers use the internet to make purchasing choices.
Statistics show that around 93% of customers are willing to trust organizations and make their purchasing choices based on online reviews. And as mentioned in the image above, this activity is carried out every day. But other stats also show that customers are more likely to leave a review when they’re not happy. Refer to the picture for the same.
With the given situation, where negative experiences usually prefer to be updated by clients, entrepreneurs need to find the right strategies to deal with them. If they are not taken care of, there is a good chance that you will lose potential customers simply because of an unfortunate accident. Why give it a chance?
How do you turn negative reviews into strategies for success?
A typical notion that “controversy helps you reach your target audience much faster” may not be applicable in all situations. However, when treated properly, they do indeed have the capacity to become your assets. In our case, it can even attract more customers. Sometimes the reviews can’t be stopped because they are part of growing businesses. But at the same time, once the reputation is lost, it is difficult to restore public confidence.
According to a survey, 87% of customers read online reviews as much as they look for recommendations from family and friends. Among them, 50% of customers doubt the quality of a business if they find negative reviews. Therefore, there is a definite need to work on sorting out the issues from the negative reviews. So, let’s spend the next few minutes figuring out how to handle criticism and turn it into a way to grow the business.
Beware of fake reviews
The first step in dealing with negative reviews is to make sure that the reviews are from genuine customers or not. Today’s businesses face more intense competition than ever before. You need a competitive advantage to survive in the market. However, some companies adopt unethical practices to win the existing competition.
But the question is, “How? ‘Or’ What?” Today’s technological development has produced a single, streamlined solution for almost every business function and problem. This includes financial software solutions for finance related issues, an online payroll platform for payroll management, CRM solutions or chatbots for customer relationship management, etc.
Likewise, there are tools available for checking reviews online. Take advantage of these tools and identify if the negative review is from your valid customer. If not, immediately report the reviews and clarify the same in public. If the reviews are coming from your customers, specific strategies are needed to rectify them. And hence, follow the next few steps for better result.
Never overlook negative reviews
It is true that any criticism discourages business activities and damages its reputation. Sometimes, as an entrepreneur, the most tempting thing to do is ignore criticism and focus on other important business functions. This way of reacting to negative reviews is not bad, but it certainly isn’t correct either. Because neither, the results and the consequences differ.
Simply forgetting or ignoring critical reviews will not help the business in any way. Small Business Trends Founder and CEO Anita Campbell quotes: “Responding to negative reviews is essential. Ignoring a bad review won’t make it go away. However, responding to customer reviews can lead to better ratings and improve a company’s online reputation.
In fact, Forbes claims that about 45% of customers are willing to visit a store or would like to continue to be loyal customers if they find the company to deal with and resolve negative reviews on a regular basis. Thus, by treating reviews wisely, it is sure that you will get better ratings and contribute to the company’s online reputation.
Provide a cautious response to criticism
As stated earlier, while ignoring is one option for dealing with negative reviews, showing fierce anger through responding to negative review in order to defend yourself is another option that many follow. But do you think this is the right choice? Well, it sure is not. As much as the correct answer is important, so is how you approach the response to some negative review.
Being nice and polite even if there is no mistake on your part pays great dividends. Of course, you don’t have to take full responsibility for the issue, but being empathetic matters a lot. It is better not to debate or argue with the critic. Because arguing with a dissatisfied customer may seem like the complaint is more valid even if it isn’t, and thus leads to an even worse situation by portraying yourself as a mediocre business among the public.
Instead, thanking the reviewer and sincerely apologizing for the unexpected accident is one way of showing your kind gesture. Sincerity is the key to such situations, says Greg Gifford. According to him, “this kind of language is condescending and does not solve the problem. But keep in mind that excuses go a long way and no one is perfect. Sometimes it’s better to swallow your pride and apologize, but do it sincerely or don’t worry.
This kind gesture will help you approach the situation more cautiously and resolve the problem instead of making the situation worse. Did you know that by approaching the problem with caution, customers will change their mind and that around 33% of negative reviews turn into positive ones? And so, your kindness and careful approach to responding to negative reviews helps you keep your social reputation under your control.
Try to get the reviewer into an offline conversation with you
It is normal that some issues cannot be resolved in a public forum. In such situations, it is best to leave a response to the review by apologizing and asking the customer to contact you personally with the relevant details. This approach has two advantages. Firstly, it helps you create a good image with the audience because you are ready to respond and fix the problem. Second, customers or the public who read the review and response will develop a positive impression on you because you are attentive to the protection and protection of the customer’s personal information. And thus, it contributes to your competitive advantage.
Rieva Lesonsky says that “If you’re feeling good, taking the issue offline shows that you’re fully prepared to deal with this situation, and you’re not just apologizing for the show.” So the best strategy is to provide a brief response followed by a kind request to continue sorting out issues in private. It’s even better if you can provide contact details in the response to the review, to clarify who the customer is supposed to speak to.
After the private conversation is over, make a sincere effort to do your best to resolve the issue. Because customers are more likely to remove the negative review or turn it into another by explaining that the issue is resolved. Such types of reviews have the ability to attract more customers and so on. This indeed becomes one of your best word of mouth strategies.
Just as success and failure are part of growing a business, entrepreneurship is about how you face challenges and overcome your failures. Likewise, don’t panic and blame each other for the negative review, as it will get us nowhere. But his acceptance and apology have the capacity to help you reach greater heights. Instead of rebelling, use this negativity as a springboard to get your positive impact with the general public. And remember that lost money can be made up and earned, but reputation costs your entire business. So focus on sincerity, which is always the key to success and earning an incredible reputation.