How to Deal With Negative Reviews

Listen in! Pick up some expert advice to a reader's question that we selected from CyberSchmooz.

These days, many customers do their own research before making a purchase online. Whether it is a new restaurant they want to try, a home appliance, clothes, or even the best car repair shop in town, consumers scour the internet searching for recommendations and check out online reviews.

Check out these hard facts about online reviews:

Nearly nine out of 10 consumers worldwide consult reviews before making a purchase or hiring a service.
Three out of every four shoppers trust reviews as much as recommendations from family and friends
57% of consumers use Google to read reviews
56% of consumers read a minimum of four reviews before deciding to purchase

Your business can benefit significantly by being mentioned in online reviews. Firstly, it drives purchases and increases sales. Secondly, your brand becomes more visible to consumers. Search engine algorithms love fresh, relevant content and when reviews consider you an authority, the more visible your website becomes. Reviews also help build your online identity and trustworthiness. Companies that get four to five-star ratings are more likely to see website visits convert to sales.

However, the opposite can happen too. Negative reviews can affect the reputation of a business, along with its search ranking. Here are a few tips for dealing with negative reviews.

Monitor review sites

You should be monitoring review sites where your company is likely to have reviews, such as Facebook, Yelp, or BBB.org. Some industries have specific niches. If you are in the travel business, include Tripadvisor among the sites you monitor. Food businesses should be monitoring food review sites.

Set up alerts and notifications so that the moment a review of your company comes in, you are able to check it. Remember, negative reviews should not be left unnoticed, and any delays could cost you.

Review tools also make it convenient to monitor reviews from your phone or desktop. The app connects business owners with their prospects and customers. Business inquiries, appointments, product information, messages, and reviews can be addressed through the app. Check out this review tool.

Turn a negative into a positive

A 2018 online reviews survey by ReviewTrackers showed that 53.3% of customers expect businesses to respond within seven days to their reviews. The survey also showed that 45% of consumers said they’re more likely to visit a business if it responds to negative reviews. This is a huge opportunity for your business to turn a negative review around to a positive one. When management takes the time to respond to a review, even a negative one, consumers feel that they are important and that generates goodwill and builds loyalty. At the same time, it is an opportunity to close any loopholes on your end.

Keep it short, but make it better

Before you respond to a negative review, take a deep breath and spend a few moments thinking about how to reply. Negative feedback can raise a lot of emotions, more so if you know the customer is wrong. Keep the reply pleasant and short but make it better for the customer. Ask how you can improve things. Rectify any shortcomings, and if needed, reach out to the customer privately.

Online reviews are here to stay, and with digitalization, they have gone mainstream. If you can manage those reviews, build on the positives, and use the negatives to improve and develop a closer relationship with customers, reviews can be one of the greatest marketing tools your business can have.

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