When you get a negative review online, it feels like a sucker punch. You want to delete the review as quickly as possible, but that is not always an option. Ignoring negative reviews doesn’t help either. They can damage your reputation.
Luckily, there are ways to deal with them that will help you salvage your reputation and save your business. For instance, neutral online review websites such as BrianLett.com can help you to gain positive exposure for your business. In this article, we’ll talk about a few practical ways to respond to negative reviews online.
Positive online reviews influence customer decision-making.
In recent years, the popularity of e-commerce has soared, with global eCommerce sales increasing at double-digit rates. The same statistics show that sales of e-commerce products will reach $4.9 trillion by 2024. As people increasingly move online to shop for products, online reviews are a powerful tool in the marketing mix. Ensure that your online store displays a reasonable number of positive reviews for your products. To maximize the impact of your online reviews, you need to make sure that your reviews are posted in multiple locations.
While positive reviews are natural, businesses should take extra steps to boost their numbers. The simplest way to encourage positive reviews is to ask customers to leave a review. You can do this by automatically emailing customers who purchase your products. These emails should make it easy for them to leave a review. Positive online reviews also show potential customers that you value their feedback. The most important thing to remember is that negative reviews are as important as positive ones.
The first stage of the buying process is evaluating product quality, appearance, and performance. However, customers’ post-purchase behavior is just as important. A positive reputation is one of the most powerful marketing tools. Positive online reviews can significantly influence purchasing behavior. For example, 68% of Americans say that positive reviews make them more likely to purchase. Therefore, a strong reputation is a valuable asset to any business.
The role of online reviews in influencing customers’ buying decisions cannot be overstated. Customers trust online reviews more than personal recommendations. Furthermore, positive reviews reassure potential customers that they can trust a brand and will not be disappointed. Even more, consumers trust a brand after reading a positive review. Businesses need to monitor and integrate customer reviews into their marketing strategy. This way, they can maintain a positive brand reputation whether selling bath bomb boxes or scented candles.
Caveats to responding to a negative online review
When responding to a negative online review, the first thing to remember is to avoid sounding defensive. While it may seem like a simple task, many people get defensive when they read a negative review. However, 89 percent of other customers are watching you see if you’ve responded quickly. A quick response demonstrates to them that you care about their feedback. This will give them hope that you’ll respond quickly and may even convert them into customers.
It’s also important to remember that different reviews require different approaches. Businesses that respond to all reviews similarly are unlikely to stand out and will come across as impersonal. While there are some universal traits of a good response, you should create your own. For example, to avoid sounding like a corporation, write a personal message demonstrating that you care. A personal touch can go a long way in helping customers feel good about your business.
While some customers will never resolve their complaints, others may attempt to troll your company to generate more reviews. However, responding to a negative online review is a good practice. The positive impact can make you look more credible to customers, improving your reputation. While you’ll need to respond quickly, it’s essential to understand the caveats associated with responding to a negative review.
First and foremost, responding to a negative online review should always be a positive experience. Acknowledging your customer’s concerns and letting them know that your company is working to resolve the problem is crucial. By ensuring your response is genuine and thoughtful, the customer will be more likely to return to your business in the future. And by following up immediately, you’ll show that you genuinely care.
Taking the conversation offline
Responding to a negative online review can be tempting. However, responding to an online assessment should be kept to a minimum. Instead, it is better to answer privately, where you can address the customer’s concerns in a more personalized and non-competitive environment. For example, if the customer did not provide contact information, ask for it and try to resolve the problem in a private setting. This will help you build trust and demonstrate your dedication to customer satisfaction.
Responding to a negative review should be simple and acknowledge that the reviewer is unhappy. It would be best if you clarified that you appreciate the feedback and invited the reviewer to visit offline for a follow-up. Leaving negative feedback in public forums can hurt your practice more than it helps it. By taking the conversation offline, the reviewer will feel heard and can air their grievances in a more private environment.
If your response to a negative review is short and to the point, you can settle the issue quickly. Keep an eye on your reviews to monitor for any new reviews. Don’t get personal or blast out an angry rant. Instead, keep your response brief and steer the conversation to an offline meeting. After all, some negative reviews can help your business. In any case, it’s always good to take the conversation offline.
Apologizing
Responding to a negative online review requires a certain amount of empathy. An apology can help put the situation into perspective and lay the groundwork for making things right. An apology should be a top priority whether a customer reviews your product on social media or leaves a review online. Below are some tips for how to apologize in an online review:
First, acknowledge the negative review. An apology can go a long way in getting your customers’ trust. A simple explanation of the situation and an invitation to discuss it further may be enough to appease a customer. If the issue is severe, you may want to consider offering a discount or a special perk to the customer. Finally, make a fitting conclusion. After all, you want to make your customer happy!
You can also try offline discussion. Many users expect businesses to respond to negative reviews. It is also important to note that a company can experience high emotions during a pet health crisis. Whether the review is online or offline, you should take the time to acknowledge and apologize for the experience. Remember that you can turn a negative review into a positive one if you respond correctly. It’s up to you to make your customers feel important.
Avoid defensiveness. A strong response that sounds defensive is unlikely to garner more positive reviews. Moreover, it can make the customer feel bad, so avoid putting yourself on the defensive. Instead, offer a solution that will make the customer feel better and help them avoid future negative reviews. This way, you’ll be more likely to turn upset individuals into loyal customers. So, what are you waiting for? Get started today by writing an excellent online review.
Taking the conversation offline can lead to amending or deleting a review.
While responding to a negative review is preferable to ignoring it, responding to it can be tricky. Instead of replying anonymously, you should receive a private message from the individual who posted the review and explain the situation. It is best to focus on alleviating the customer’s concern and compensating for the inconvenience. After you’ve addressed the customer’s problems, you might see the negative review removed or updated with a positive follow-up.
Getting the conversation offline will also make it easier to resolve the situation and amend or delete the review. The best way to do this is to acknowledge the negative review as genuine and apologize. It is also important not to lash out, even if you’re right. The goal is to defuse the situation and keep in mind that a negative review will likely remain online. Taking the conversation offline will help you keep the conversation civil and avoid escalating to a confrontation or legal action.
Consider taking the conversation offline if the reviewer hasn’t replied to your message. This will allow you to fully explore the problem and address the customer’s legitimate concerns. It will also help you demonstrate your character. If the person you’re interacting with doesn’t respond to your message, they’ll continue to leave negative reviews on your business’ page.
While responding to negative reviews online can be difficult, it can be advantageous. Many consumers will take a negative review down when the company responds to their concerns in a friendly, respectful manner. If you can get the customer to agree with you, removing the review could be as simple as taking the conversation offline. Even if you’re not successful in amending or deleting a negative review on Google, it’s possible to get more positive reviews to push down the negative.
