According to Zendesk, a customer service software program, 88% of buyers rely on the opinion of others when making purchasing decisions. That said, you should always strive to get positive customer reviews. But sometimes, no matter how hard you try; bad reviews happen. There’s no way around it.
Negative reviews are one of the biggest nightmares of entrepreneurs and business owners. Any testimonial from unsatisfied customer can adversely affect your business.
While negative reviews are unavoidable, there are some things you can do to prevent them from ruining the image of your company. Here are some tips on how to handle negative reviews online.
Investigate before taking action
Before you formulate a strategy on how to respond to negative reviews, you should first determine whether or not what the customer said is true.
If you found out that it really happened, we suggest that you acknowledge the person’s input. Then, apologize, present your side of the sorry and then tell the customer how you plan to address the issue. If you found that the statement is incorrect, talk to the commenter privately and provide evidence that proves that the comment is incorrect. Once it’s settled, politely ask the person to delete the comment or review.
Cooler heads prevail
We know that you work so hard to keep your customers happy. That said, it can be quite frustrating to read bad and hurtful things about your business. Your immediate response is to react in the heat of the moment. But if you do, you will only make yourself look bad. The last thing you want is to become known for lashing out at customers.
Before you respond to the criticisms that are being thrown at you, you might want to take breather and formulate a polite response. Customers will gain your respect if you respond to a negative review in pleasant and helpful way.
People are not expecting you to be perfect. We are humans and we are all bound to make mistakes. Just make sure that own up to your mistakes and deal with the negative reviews in a transparent and polite manner.