Sometimes, humans err and so do businesses. Businesses are managed by humans and human legs can come in the way of the services. You don’t have to bite yourself so hard if you make mistakes but that does not take away the fact that some mistakes could be very costly, especially when they result in negative reviews. Negative reviews could be scary and no business wants that. But as a business, you cannot always expect a whitewash positive review. In fact, a whitewash positive review score could indicate that the reviews are fakes.
Up to 70% of customers will trust your brand or product more if you have positive reviews but most customers will begin to lose trust if you have a perfect score of positive reviews. Customers understand that you can make mistakes sometimes and several other factors can result in negative reviews. But this does not justify having a lot of negative reviews. It may be okay to have a few negative reviews but it becomes a major issue if you have a lot of negative reviews. How do you turn the tide if negative reviews keep flooding your review page? How do you use the reviews to your advantage? How can you turn your negative reviews into more sales?
In this part of the series, we present some key points you need to know to turn your negative reviews into more sales and improve your business accordingly. Here are some important things you need to know.
Respond to Negative Reviews Quickly
One of the first things you need to do when customers drop reviews on your page is to respond to those reviews. For businesses that are reviewed across multiple platforms such as Yelp.com, Facebook.com, and so forth, they can collect the reviews together in a centralized point to enable them to respond appropriately.
Of course, you need to respond to every single review you have but you need to pay a close attention to the negative reviews. To really turn the hand of the clock, you need to be careful how and when you respond to negative reviews. Your customers want to know that you care and they want to know if they can trust you. Your response to their review can give them the clue that they need and you need to make sure you make the most of the opportunity presented by the review.
When Should You Respond?
Knowing when you should respond to customer reviews is important. It can determine whether or not your customers will feel better about the service you provide. It is extremely important that you respond promptly to every review you have. However, you need to be very prompt when responding to the negative reviews.
How you see the reviews are also important. Rather than seeing them as bad, you can see the negative reviews as “constructive criticisms”. That way, you will be able to learn from them and improve your business. It is important to note that your customers are most likely going to take note of how prompt you are in responding to their reviews. Ensure you do not drag the review for too long. Responding fast can show them that you not only care but that you are trustworthy.
How Do You Respond?
Of course, you should respond fast but you should also know how to respond. How you respond to a negative customer review can determine if the negative review will be turned into more sales.
To respond appropriately, you should start by putting yourself in the customers’ position. Imagine how you would have felt if you were in their shoe. This will help you to understand how they are feeling and therefore craft a perfect response.
Most importantly, you need to apologize for your mistakes. You should center your response around an apology. Apologize for the situation and also for the way you made the customer feel. This will show the customer that you have taken responsibility for the mistake and are ready to make amends. When responding to customers’ complaints, you need to stay professional. The response is not a ground for argument; therefore make sure you do not enter into any form of argument with the customer. Also, make sure you do not end up making excuses or laying the blame on someone else. Of course, you should never insult your customers if you want your business to succeed.
Put Emotions Aside
Your emotions can get in the way during your response, especially if you have devoted a lot of time to make the service or product work. However, understand that your customers are keys to the success of your business and put your emotions aside.
Focus on making the customer feel comfortable. However, some negative reviews may just be a troll on your business. For such negative reviews, it is best for you to keep silent because the reviewer will never be satisfied and could end up causing an uproar.
It is not all about responding to the negative reviews, to really achieve the desired results, you should also offer solutions and make things work. Your customers are actually looking for solutions. Therefore, your words will seem empty if you fail to offer solutions, even if you respond promptly. It is necessary to do everything you can to make the process work. If the problem persists, you can contact your customer personally through email or phone for further solution. Taking the situation private can further reassure your customers that you are dedicated to serving them.
Finally, you can make use of platforms like Wiremo for reviews for seamless monitoring and keeping tabs on the reviews. An interesting thing with Wiremo is that it makes the reviewing process easy and simple. This means that your customers can leave more reviews and you can easily manage and market those reviews.
More details on turning your negative reviews into sales will be offered in part 2 of this series.