How Neglecting Bad Reviews Can Cause Your Business

We all know that reviews of any product have become an essential part of the decision-making process for consumers, with most people consulting review sites before making a purchase. The great thing is that positive reviews can significantly impact a business, with a one-star increase and a potential five to nine percent increase in restaurant revenue, according to a study by Harvard Business School. But you need to note that negative reviews can be damaging, with 86% of consumers hesitant to purchase from a company with negative feedback.

The important fact is that you should respond to negative reviews tactfully, offering solutions and acknowledging the customer's experience. You must monitor your company or product reviews and consider opportunities to improve their product or service. Here I will explain all things about negative reviews, so stay here and read the full post.

Tips to Handle Negative Reviews Properly

Here, you can check how one can properly handle a negative review. 

1. Respond Quickly

We need to know that 53% of consumers expect companies to respond to their negative reviews within seven days. But, 63% of them say that they have yet to receive a quick response from a business about their reviews.

Remember that you always aim to respond as quickly as possible, whether you get positive or negative reviews. Of course, this will indicate that you care about what your customers have to say and demonstrates that you take customer service seriously.

According to Forbes, 45% of shoppers will likely visit a business that responds to negative reviews, and companies that respond to at least 20% of their reviews get 33% more revenue than those that don't. Obviously, you should reply and communicate with your customers in reviews.

2. Acknowledge, Express Remorse, and Thank Them for Their Feedback

It is important to note that it never hurts to apologize for the inconvenience and the lousy experience in your reply because aside from the fact that it can actually present you look good from the customer's point of view, it can also help calm an enraged customer down.

3. Resolve the Issue Offline

You need to ensure the apology is sincere and reach out to that customer via phone or email. It will be great if you apologize for the bad experience and promise them that it won't happen again. The best thing is that they offer to resolve the issue offline.

The significant fact is to make an offer, and then if the customer isn't satisfied, ask them what they want and come to an agreement. And you need to observe that in an attempt to get them to buy from you again, send gift cards or exclusive discounts for their next purchase.

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4. Keep Your Brand Voice Consistent

Obviously, you should impress your customers and those who are reading your reviews and give an opinion to you, sending them the right message every time.

The important thing you know is that reading your reviews might be a potential customer's first encounter with your brand. That's why you want to make a good impression and update your brand by making your messaging, voice, and tone consistent.

5. Keep It Short but Sincere

Nowadays, everyone likes a short reply. So for that reason, remember that you should keep your responses short but sweet. And need to know that to properly call your customers by their first names.

6. Use Your Templates Alternately

It is important to note that a single template doesn't always work for all kinds of reviews, so it's best to have a couple of them ready for you to choose from. 

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The Impact of Negative Reviews

Know that one good review in a batch of negativeness is going to do little to improve trust with potential customers. And you need to think that not every bad review will harm your business; however, if every single review is negative, you're doing something wrong.

Negative critiques shouldn't be taken personally; instead, view they as opportunities for growth. Even in the face of negative assessments, integrity counts for a lot. Apologize for your errors, make the necessary corrections, and allow customers to witness your public activities and changes. 

Make Online Reviews a Priority

We all know that preventing a big mess is easier than cleaning one up, so your responsibility should go toward providing optimal service and encouraging customers to share their online reviews.

When you eventually receive a negative review or bad feedback, don't just let it sit there. Remember that you should respond to it with tact and offer a solution. The majority of people who post a bad review just want their experience to be recognized. A sincere apology can go a long way towards altering their viewpoint and may have an effect on other customers who are reading the reviews. If it was a problem with customer service, be sure to let them know you were aware of the problem and that you are educating or training your team to prevent it from happening again.

Of course, you must be tempted to pull down negative feedback or censor them. And know that this is not a move you desire to make. The significant thing is that 65% of consumers say they will not buy from a company that censors reviews. Obviously, you need to create trust in your customers- past, present, and future- and let them know you hear them and are working to make their experience better.