Online review is one of the most important factors that can help your online business reach more trust or vice versa. This is because 84% of consumers trust an online review as much as they would a personal referral. This makes good reviews are welcome and bad reviews are feared by the business owners. Actually, bad reviews do not always have to be bad; in fact, it can be good things if you know how to utilize it. Below are some of the tips that can guide you to turn bad reviews into good opportunity. If you are online entrepreneur or web developer, you might need these tips.
No one wants to get attacked by a customer, but no one can avoid themselves from negative review. So, what is the best way to cope with this negative review? First of all, do not attack your reviewer. In fact, approach all of the negative reviews with a calm, positive attitude. By performing this behavior, you let customer know that you’ve heard their concerns, without even pointing fingers on them.
The point is not to make your customers feel like the victim, even if you’re not wrong. Furthermore, don’t ignore the review as it will show that your business cares about its customers.
Offer a Solution
When something bad happens, simply offering an apology to your customer won’t do. Your customers want a solution to their problem. Therefore, you need to explain through your respond how you will fix the problem.
Reiterate Your Company’s Policies
Ordinary people will worry a lot on negative comments and they will try their best to avoid that kind of comment. But, wise people know that it is impossible to make everyone happy. So, the only way to conquer negative comments is by turn the bad comments into the positive ones. For example, you can respond by saying, “We’re sorry you had a poor experience. We’ve been doing business for several years and most of our customers leave happy. We’re sorry we didn’t meet your expectations this time around.”
Take the Conversation Offline
Since your negative reviews will be read by many people, so you need to respond immediately on the same platform. However, some things can’t be addressed online; for example, your customer’s personal information should be discussed in private or over the phone. Therefore, you need to provide a direct contact for your customers when addressing these types of negative reviews.
Taking the Conversation Offline
When you receive a negative review online, you should always respond immediately on the same platform. This not only satisfies the original poster, it’s also a public place that all your potential customers will see. However, some things can’t be addressed online. Issues involving a customer’s personal information, for example, should be discussed privately or over the phone.
Ask for an Update
Don’t hesitate to ask for an updated review after you solved the problem. So, once you’ve solved the customer’s issue, politely ask them if they’ll update the review online. You can ask them politely, such as “we appreciate your feedback, and would like other customers to know how we’ve solved your issue. Would you mind updating your review to reflect this?” Then, make sure that you thank them for their feedback.