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Customers trust listings that have some bad reviews | localsplash

Customers trust listings that have some bad reviews

A negative review is not the end of the world. In fact, many studies have shown that customers are suspicious of businesses that only have positive reviews. Only having positive reviews makes some consumers think that the reviews are fake or have been purchased. A negative review may also give potential customers an idea of what situation, products, or services to avoid - steering them towards a better experience.

Bad reviews create opportunity | localsplash

Bad reviews create opportunity

When a customer leaves a legitimate negative review, the business owner should view it as an opportunity; it’s an opportunity to learn, to improve, and to interact with its clientele. 90% of customers that leave negative reviews are willing to give a business another shot if they believe improvements have been made.

1. Learn
Read the review from the customer’s point of view. Try to put yourself in his/her shoes. Ultimately, you want to be able to answer the following question after reading their review: What changes can I make to ensure another customer never has the same experience?
2. Improve
Make the changes you identified from above. Follow up on the improvements. Make sure the changes are consistent. Once you are satisfied that the improvements have become the new “norm,” you are ready for the final step.
3. Interact
    • Reach out to the customer on the site where the review was posted.
    • Respond privately if that is an option.
    • Accept what they said was true.
    • Apologize for the experience.
    • Do not defend yourself or your business.
    • Let the customer know what improvements have been made.
    • Offer some sort of discount and personally invite them back.
Following this process will usually turn an angry customer into a loyal fan of your business.

Irrational Negative Reviews

Sometimes a negative review is left for the wrong reasons. The customer might have had a bad day or it’s possible that they already had a negative perception about your business before they walked through the doors. Whatever the reason, sometimes it’s best to leave these customers alone. Use your best judgment and ask yourself “Is this reviewer so angry and unfair that there’s nothing I can do to make them happy?” If the answer is yes, then do not respond.

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