Posted on 04/10/2019 at 03:51 PM
Has your business ever received a bad review? Have you ever left a bad review for a business? Although it sounds counterintuitive, a bad review can actually be good for business. One of the most common things to do before selecting a new restaurant to try, a new company to buy from, a new resort to visit, a new product to purchase, etc., is to read reviews, or learn about others' experiences. According to an Inc. article, 91% of people regularly or occasionally read online reviews, and 84% trust online reviews as much as a personal recommendation. With that being the case, you need to make sure that you are putting your best foot forward when it comes to responding to the reviews you receive – especially the negative.
Don’t Remove Negative Reviews
If your company has a 5 star rating, and/or zero negative reviews – it can give potential customers the feel that your company might not be on the straight and narrow. Are people to believe that everyone has had a perfect interaction with your company? If there are no bad reviews mixed with the good reviews it can lead potential customers to wonder – ‘Did they delete their negative reviews?’ or ‘Is this a legitimate business?’ Not every person is compatible, and not every product is perfect, so it is bound to happen that there will be an issue or disagreement that an unhappy customer is going to post a review about. In her article “How a Bad Online Review Can Be a Good Thing for Your Business”, Maurine Hainsworth says “With some negative reviews floating in a sea of positive reviews, your business may come across as more authentic and trustworthy.” Having both negative and positive reviews can help your customers make comparisons and an informed decision.
Respond Appropriately to a Bad Review
How you respond to a bad review is very important – not only to the dissatisfied customer, but also to any potential customers. An honest, well-thought-out response from your company or HR department can help to remedy the situation. Maybe there was a miscommunication or an error on your part – responding to the review and explaining the issue can repair the damage that was done and turn the unhappy customer into a happy, or even a repeat one! Even if the negative reviewer is still dissatisfied after your response, future customers will be able to see that you can own up to any mistakes and handle any disagreeances with honesty and maturity.
Learn From the Experience
You can make your company, or product, better by taking into account the feedback you receive, positive and negative. A negative review can point out a flaw in your business. If you are receiving several bad reviews regarding the same aspect of your company, that can be a sign that something isn’t right – and you need to fix it. You can learn from your mistakes and improve your services so that your customers don’t have similar negative experiences in the future.
Your negative reviews can be as advantageous as your positive reviews, so long as you respond appropriately. Show current and future customers that yours is a company that cares – and respects their feedback! Want to learn more about online reviews? Check out our blog post on The Importance of Online Reviews!