Your dreams have come into fruition, and your business has launched. People are paying for your products and services, and you’re excited… until someone leaves a terrible review.
No one enjoys rejection. Fortunately, there are several ways to produce positive results from nasty online comments.
If the situation is handled quickly and fairly, Crunch Network studies show customers will return 95 percent of the time. It’s important to objectively see the obstacle as an opportunity to increase customer satisfaction. All reviews are free feedback on your services. Most customers have natural skepticism of online authenticity in the information age and don’t trust sites with only positive reviews anyway.
Additionally, negative reviews can serve as attention-grabbers for your products. According to Harvard studies, the product awareness often lingers past the negative feelings. Especially for smaller businesses, the added attention can be especially beneficial for increased visibility.
IMMEDIATE STEPS FOR DAMAGE CONTROL
While that all sounds great, you may be staring at nasty posted words on a site like TripAdvisor or Yelp where removal is difficult and timely. Fortunately, there are plenty of ways to quickly address issues and often flip the negative commentary into a positive impact. Here are some simple steps for immediate damage control and using bad publicity in your favor:
- Create Great First Impressions
Noticing the details and utilizing small courtesies goes a long way in cultivating memorable customer care. If it’s a phone call, answer politely. Demonstrate good manners by listening carefully and quietly. Say please and thank you. Every business interaction is an opportunity to create great impressions.
- Provide Excellent Service
When grouchy customers bring their problems to your attention, they provide you with a perfect opportunity to demonstrate your company’s quality of concern. As aforementioned, if problems are promptly and fairly handled, most customers will return. View each challenge as an opportunity to step up your game and go the extra mile for your customers.
- Appreciate Your Customers
Bad reviews are practically inevitable, but the approach you take can flip the problem 180 degrees. When bad reviews appear, begin the response with appreciation for the feedback. This shows customers that you can about their satisfaction and improving the experience quality. Remember people always do more when they feel appreciated. After handling a situation, ask for more feedback. If done well, this maneuver can provide excellent reviews from formerly grouchy customers, which greatly improves your online company impression.
- Encourage Positive Reviews
Because most people only leave reviews after a bad experience, it’s important to encourage customers to express their enjoyment. The increase of positive reviews will naturally water-down the overflow of negative ones. Consistently ask for feedback to avoid skewed online impression for your services.
Each negative review is a chance to demonstrate superior quality. Using the steps above, you can turn bad publicity into increased sales. Open your doors to all feedback and see the opportunity to develop stronger customer loyalty.