What To Do About Bad Customer Reviews

What To Do About Bad Customer Reviews

In order for your business to grow and to generate greater customer traffic, making use of customer reviews is an excellent way for people who’ve had a previous experience with your business to share their opinions. This information also provides you with valuable insight on how to make improvements which will in turn be more beneficial for your business.

Many business owners fear negative public reviews and as result, some opt not to make this a feature of their websites. This may not necessarily be the best call simply out of fear of bad reviews, because remember, even though conducting business online is so convenient, many clients are still looking for the human element. This is where reviews come in, be they good or bad.

Even if you don’t make that feature available to them, they can post reviews about you elsewhere. You can make the best of a negative situation simply by how you respond to it and there are things you can do publicly and behind the scenes to mend fences. The following points give options as to what you can do to smooth things over, while also trying to, maintain good relations with a disgruntled client.

Address Negative Reviews Right Away

While you may seek the intervention of a website moderator to have the negative review removed if you feel that it has been unfairly made, you might not always be successful in having this done speedily if at all. Learning how to address the negativity by making a public response to your disgruntled client should be your first action in the scheme of things. Responding publicly and as soon as possible, lets your client know that you’re interested in addressing their issues, and also lets potential clients know that you’re interested in addressing matters which may have caused conflict.

In making your response, you need not be too detailed in terms of the issues that arose, however you’ll want to let the client know that you’ll make further contact to seek resolution. Be dignified and maintain your respect as well as that of the client.

Pursue Resolution

In reaching out to your client, let them know that you have an understanding of their issue as presented by their complaint, apologize for your company’s role in the unfavourable experience, and offer solutions or foster discussions for resolution of the issues. Your aim is to see if you can retain your customer and also arrive at an amicable agreement. You’ll have to assess the situation to see if any concessions may be necessary based on the circumstances.

Ask Politely For A Positive Review

Don’t be afraid to ask your client for an amendment to their previous review or to write another one which would more accurately reflect the existing situation after resolution. This will prove very helpful to your site visitors who might take note that the matter was addressed.

How Addressing Negative Reviews Affects Your Image and Progress

Your ability to handle a bad review successfully will equip you to deal with any situations which might arise in the future. Being willing to face them head on rather than shying away gives you the prime opportunity make improvements to your processes. You’ll also demonstrate a high level of professionalism and good customer service which may serve to re-instil a measure of credibility to, and confidence in your business.

Your potential clients will be able to see that you’re forthright and serious about delivering quality, regardless of the situation. This will in turn draw traffic toward your business rather than repel it.

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How Online Reviews Impact Your Business

How Online Reviews Impact Your Business

Word of mouth regarding people’s interactions and experiences with a business, has been the age old method of spreading the word about the reputation of a business. Unfortunately, bad news tends to travel so much faster than good news and in this information age, the speed of travel is multiplied significantly. The fact is, that many people rely on these reviews and weight them as heavily as they would a personal recommendation, and for this reason, popular opinion can either drive traffic to your business or drive traffic away from it.

Regardless of the outcome of the review, this feature is a good, no, vital addition for your website’s interface because potential clients rely on the opinion of others more heavily than you may realize. From choosing vacation spots, to going out to eat, to simply purchasing clothing, people want to know and need to know, as well as have the added security of feeling free to go ahead and engage a business for products and or services, even if the reviews are from people they don’t personally know.

With this comes the responsibility for the business owners and operators to ensure that all involved will function in a manner that is representative of the company’s image and that a high level of professionalism is maintained.

What Positive Reviews Can Do For You

The more positive reviews that site visitors see, the greater the chances are that they will engage your business in a positive way. Even if your products or services may not be among the cheapest of their options, having numerous positive reviews increases your credibility with them, and, as a result, their trust as well. This will in turn lead to greater profit margins and even recommendations to others based on the experiences of satisfied clients.

What Negative Reviews Can Do

If a business has no reviews or too many negative reviews, these two situations may translate into a similar result–loss of business. Potential clients are hesitant to conduct business with companies for whom they cannot establish credibility or which have a perceived lack of credibility based on unfavourable reviews. This is why a high level of professionalism is important, because as many as three bad reviews can be highly damaging to a company’s reputation, the effects of which can be lasting.

What You Can Do To Ensure Favourable Reviews

Deal honestly with business prospects by representing your products and services as they are.

Provide excellent customer service interactions, by training staff (if any) and ensuring that your business standards are being maintained.

Encourage authentic user reviews rather than purchasing fabricated reviews from non-users. These have proven to be detrimental to sales as potential customers also read reviews in a bid to determine authenticity.

To really convert positive customer reviews into revenue for your business, you must actively be interested in excellence in this area, as a business owner/operator. Negative reviews may even be an opportunity for you to demonstrate good customer service by the way you address your clients’ grouses. You therefore need not be disheartened if this ever happens—it does not necessarily mean the death of your business.

There is so much more you can do to ensure the success of you business. For access to a wealth of information on how make use of the plethora of tools and methods to market your business via the internet, my done-for-you system will open the door to strategies and advice that you can channel into your business to watch it blossom into the successful venture you would like it to be.