Small Business Tax Center
Small Business Ideas, Grants &
Plans to Start & Run a Business:

Small Business Grants
CyberSchmooz
Network in Cyberschmooz Community Ask Questions Questions and Answers Share Tips Small Business Ideas List Your Business Business Advice from Idea Cafe Experts Coffee Talk with Experts Starting A Business Business Plan Biz Planning | Sample Plans Small Business Ideas Idea Name Your Biz Name Plan Your Biz Plan Financing $ Starting a Business Do It! Running your Business Marketing Tips Promotional Merchandise Marketing Tips Marketing | Sales | Customers Human Resources HR | Employees | Contractors Legal Forms & Tax Information Legal | Biz Forms Managing a Business Managing | Operations
Financing Resources Financing Your Business E Commerce & Webhosting eCommerce Take Out Info Trade Publications FREE Trade Publications Business Books Biz Books Your Own Business Small Business News Small Biz News Gen X Biz Gen X Biz Work at Home Work @ Home Business Information The Fridge - Biz Info on Ice Destress Send Awards Send Awards & Greetings Yoga At Your Desk Yoga @ Your Desk Fun Guide Guide to Find FUN Online About Idea Cafe Press Idea Cafe has received Idea Cafe in the News Idea Cafe's Kudos Kudos for Idea Cafe Advertise on Idea Cafe Advertise on Idea Cafe Privacy Policy Privacy Policy Contact Idea Cafe Contact Idea Cafe Link to Idea Cafe Link to/from Idea Cafe Join Idea Cafe
Search Idea Cafe Site Directory Site Map Online directory to business resources Biz Web Guide



Expert Answers to Biz Questions

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

color business bar

How to Deal With Negative Reviews

 

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.

Google      

Small Business Tax CenterIdea Cafe HomeSign UpBiz Grant CenterCyberSchmoozCoffee Talk with ExpertsPeople in Biz ProfilesStarting Your BizBiz PlanningRunning Your BizFREE Trade PublicationsMarketingFinancing Your BizHuman ResourcesLegal & Biz FormsManaging Your BizeCommerceYou and Your BizGen XWork@HomeThe FridgeDe-StressSend an AwardSend an eGreetingYoga @ Your DeskWeb GuideIdea Cafe in the NewsAbout Idea CafeAdvertise on Idea CafeContact UsPrivacy PolicySite MapSmall Biz News

Copyright 1995-2021, Idea Cafe Inc. Downloads are for personal use only, not for resale to others, and may not be reprinted in any form without written permission from Idea Cafe Inc.

DISCLAIMER: We hope whatever you find on this site is helpful, but be cautioned that it may not apply to your own situation, or be totally current at any given time. Idea Cafe Inc. and all of its current and past experts, sponsors, advertisers, agents, contractors and advisors disclaim all warranties with regard to anything found anywhere on this family of websites, quoted from, or sent from Idea Cafe. and its related sites, publications and companies. We also take no responsibility for comments published by others on these pages.

TRADEMARKS: The following are Registered Trademarks or Servicemarks of DevStart, Inc.: Idea Cafe®, Online Coffee Break®, The Small Business Gathering Place®, Take out Info®, Biz Bar & Grill®, Complaint-O-Meter®, A Fun Approach to Serious Business™, CyberSchmooz™, and BizCafe™.