Your company has taken all of the strides to accommodate the contemporary age. It has been outfitted with social networking profiles, an email marketing campaign -- all of the digital advertising bells and whistles.
Nonetheless, it turns out, there is 1 thing that you did not prepare for when committing into the age of the internet. What is it?
These dreaded comments on social media profiles and Yelp pages may come as a horrible shock and a bit of a psychological blow. But how can you cope with them correctly so that the terrible reviews left by the occasional disgruntled customer can be over a lousy start to this day?
For 6 of the top tips on staying positive in the face of negative online testimonials, keep reading!
1. Bear in Mind, You Can't Please Everyone
When it comes to dealing with negative testimonials from clients, it's absolutely necessary that you recognize that there has never been a company or organization that has not gotten a lousy review. You may take those negative words but you're far from the first to do so.
With over 7.6 billion humans on the surface of the planet, there's bound to be one who is having a bad moment. There's bound to be a person who had unrealistic expectations, and yet another who caught your employees on an off moment.
1 bad review does not signify that the end of your business -- it just means somebody felt they had something to say. Read it and take away the comments, then proceed!
2. Know That Bad Reviews Aren't Always Indicative Your Quality
Remember that moody client we mentioned? The person who had an awful evening where all kept going wrong, then your website was slow to their order took a little long to fulfill and it only pushed them over the edge? Their bad day is not always indicative of the caliber of your business overall. Thus, don't think it is!
Odds are, for every negative review you have gotten, there are two or three or ten good ones to match it. You most likely have hordes of customers that come through your doors or inbox that feel totally satisfied with their experience.
They simply might not have to Yelp to talk about it. Just because you've received a bad review or two does not mean that your business is doing something fundamentally wrong. Negative feedback is seldom, if ever, indicative of the quality of your company all around!
3. It could help with Credibility
Have you ever found yourself scrolling through a list of reviews for a business and discovered yourself skeptical of those reviews?
They're all 5 stars! Could they be real? Has this company compensated for imitation reviews?!
The occasional bad review can really help your company's credibility and the believability of those decent reviews. It indicates that your business doesn't have anything to conceal.
If there's one poor review for each 10 glowing ones, then it is going to be easy for your clients to shrug off the negative comments made by that one bitter customer. A research conducted by Harvard University actually demonstrates that 95% of clients are more likely to believe in and trust a business that's got a mix of good and negative reviews. Your customers know that no one is perfect; they appreciate a company's willingness to acknowledge this fact about themselves.
4.Remember That Every Bad Review Is a Chance to Grow
Alright, we'll admit: Some bad reviews are just plain...bad.
Some customers like to complain for the sake of complaining. However, in the case of several negative reviews, there is something to be removed and implemented toward boosting your company and its services.
Try to place emotion aside when reading bad reviews. If you require assistance in this section, have a look at this helpful site.
Look at them objectively and ask yourself if there's anything your business can do to prevent future unwanted encounters. Ask yourself how your team might implement this negative feedback to enhance its processes as a whole.
An important aspect of running any sort of business is the capacity to grow and adapt to an ever-changing market. If you're not growing and adapting, your business will fall from favour in the blink of an eye! Look over your negative reviews as a constructive tool-as advice for helping you grow.
5. Always Respond to the Review
There is only one thing which provides a negative review genuine power against your enterprise. It's your team's failure to respond to that negative review with attempts to right the circumstance.
Responding publicly to the situation, however, helps your organization in several of ways. It gives the opportunity for you to regain respect from the client who issued the adverse review. Additionally, it demonstrates your dedication to doing things directly to the remainder of your customers.
If you think customers won't pay attention to your response to adverse conditions, consider again. Studies reveal that companies, like hotels, that openly reply to negative reviews really find a significant uptick in earnings once they establish a normal response pattern to unfavorable feedback.
6. Encourage All Sorts of Reviews
One of the most proactive ways anybody can possibly operate to handle negative reviews is to venture out of their way to ask clients for reviews. This accomplishes several things. First, it shows customers that you value their opinions.
Secondly, it helps you to raise the concentration of favourable reviews on your page. And lastly, it gives a better sample size of reviews from a wider array of customers.
Consider offering little incentives to clients who move out of the way to reassess your services. A little coupon or giveaway for participating clients can go a long way.
Plus, encouraging testimonials from the customers gives you a much larger pool of opinions to use. This permits you to show your customers all the ways in which you've implemented their feedback! They'll see firsthand what a customer-oriented business you are.