DEALING WITH NEGATIVE REVIEWS LIKE A PRO IS NEED OF AN HOUR - APPLANCER COMMENTS
May 31, 2017 Posted / 2302 Views
As a business, the customer reviews are equivalent to bread and butter. You can spend your entire marketing budget on paid advertising, but none will do as effective job as a positive customer review. And you can take pride in them, as each review is well-deserved and hard-earned.
But what if you receive a negative review? No matter how conscientious you are as a business, and how careful you are to always do right by your clients, an unhappy customer becomes more inevitable the longer you are in business. So, it's not a matter of if you get a bad review, but when.
It is really sad and disheartening to see a stream of poor reviews and comments. Such reviews seriously affect application position and discoverability. Fortunately, a poor customer review is not the end of the world. As much as they can sting, you as an individual and as a business can bounce back from them. With the help of a simple communication strategy, we can deal with all the negative reviews, along with driving greater customer loyalty and engagement.
Consumers often rely on the view-points of others when making purchase decisions. So many online companies’ profile has been affected by negative reviews. That is why getting positive online reviews on sites like TripAdvisor, is vital, particularly as pertains to new customer acquisition. Negative reviews can disastrously impact the business, from a customer’s perspective. It can also deteriorate the company’s listing on consumer review sites, making it harder to find.
Just like in order to grow the plant, one needs to nurture it, use fertilizers (whether organic or the one ridden with pesticides, it’s up to you), give enough sunlight, etc., company needs to attend to their users closely. The way the company decides to respond to negative feedback or a disgruntled user matters a lot and there’s always a chance to limit the damage.
So, it is quite essential to deal with such negative reviews. Here are the strategies to reply to poor customer reviews like a pro, effectively:
Listen to the customer
Sometimes, it's quite easy letting the customer vent. In many cases, a customer's disappointment hasn’t got anything to do with someone personally. But, the truth is that you can't please everyone 100 percent of the time. Just lend a listening ear, without any interruption, and allow the customer to share opinions and get everything off his or her chest. Be polite and humble to what they say.
Accept bad review(s)
One bad review doesn't mean that you need to give your staff a talking to, or change your company's operating procedures or policies. But keep in mind that when you hear the same complaints over and over again, you might need to consider an adjustment to some part of your business.
Encourage customer reviews
Prepare for poor customer reviews. Even if you haven't got any bad reviews, have a plan of action. Anticipate what some possible complaints are, and train your staff members on handling these situations, such as whom to notify and what language to use with customers.
Offer a solution or a resolution
Consider that old adage that the customer is always right. Even if they're not, going the extra mile to make them happy might very well convert the upset customer's feelings, and may very well earn you a customer for life. If customers are happy again, they might even go out of their way to tell others about their positive experience with your company - and that kind of reputation for great customer service will bring you more business in the long run.
See the Good in a Bad Review
Remember that negative reviews aren't all bad - they add credibility to your positive reviews, and give you a chance to respond and show how great you are. Negative reviews can benefit your business. If every review is positive and abounds with four- and five-star ratings, potential customers could become suspicious, feeling that the reviews are “manipulated” rather than being left by real customers. As ironical and paradoxical it may sound, the fact that negative reviews appear can contribute to building trust, rather than diminishing it.
Applancer is an open platform for discussion on all things like Blockchain , Cryptocurrency and Ico news updates. As such, the opinions expressed in this article are the author's own and do not necessarily reflect the view of Applancer .
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