Negative reviews can be devastating on both your profits and your reputation. However, they are sadly something that every business has to deal with at some point.
No matter how hard you try, it’s impossible to please 100% of your customers all of the time. However, rather than be discouraged by negative reviews, there are ways you can turn them into a positive. The key is how you handle and respond to the negative things a reviewer says.
Most important of all is making sure you respond to negative reviewers.
Why? Here’s 3 reasons why it matters…
1. It shows you care
Above all else, customers want to be heard. They want to know a company cares about their experience. By responding directly to the reviewer, you are showing you care about their negative experience and you take it seriously.
2. It builds trust
Building trust is essential in business. By responding to complaints and negative reviews, you’re showing the public that you can be trusted. Not only does it prove a willingness to make it right, but it also shows you admit to your mistakes.
3. It prevents profit loss
Negative reviews have the potential to really affect your profit margins. Some studies show that even just a 1/2 star drop in a rating could lower sales by up to 21%. However, responding to the review directly can prevent a loss of sales, showing potential customers you have taken steps to address and rectify it.
Keep in mind that any pressing or deeper issues should be handled privately. Also, avoid going back and forth with a customer about an issue publicly – take any extensive issues offline.
So, you can now see the importance of responding to negative reviewers directly and the difference it can make to your business. Don’t let negative reviews damage your reputation. Contact us now to find out more.