Did you know that 88% of consumers read reviews of businesses? That is a large number of potential customers, clients, or patients to be reading reviews. At this point, everyone understands the importance of online reviews, however, most people panic at the sight of a negative review.
While it is not ideal to receive a negative review, don’t worry! 85% of consumers read up to 10 reviews to really get a feel for the business. This means that although you may have a few negative reviews, your customers will also be reading the stellar reviews about your company.
In fact, 68% of consumers will trust your company/product more when they see good and bad reviews. The reason being, people understand that not everyone will love everything they try, not seeing any negative reviews will leave 95% of consumers to think that the reviews were faked. If you do receive a negative review, it is important to handle it honestly and upfront.
- Respond publicly. Some businesses really panic and delete negative reviews immediately. Do not do this. As mentioned above, 88% of consumers read reviews of businesses. That’s a lot of eyes that will see how you respond. You should never take a negative comment personally and respond in an accusatory manner. Really listen to what the reviewer has to say and respond professionally.
- Keep the response brief. The best thing to do is keep the response back to the reviewer short and sweet. Simply apologize for their negative experience and suggest a customer service email or number they can talk to about the specifics of their situation. Not only does this address the reviewer’s concerns, it shows other potential customers that you are responsive and willing to work out the concerns of the negative reviewer.
- Learn from reviews. Perhaps you can learn something from the reviewer that can better your business in the long-run. Use the reviews as research into how you can better your business. If five people are complaining about shipping taking forever or slow response times for price inquirers, look internally to see how you can better your processes or be more upfront with consumers from the beginning.
- There are a lot of eyes on the review section. Remember that a lot of people read the reviews and will see how you respond to negative comments. Responding to negative reviews in a positive, professional, and respectful manner will show potential customers that your business is capable of solving problems and listens to concerns of its clientele.
- Hire someone to manage your reviews. A social media manager is capable of tackling negative responses. Just be sure that you are both on the same page in the manner that you would like to respond.
Kraus Marketing specializes in Social Media and Digital Marketing. We service companies in the New Jersey and New York City area. Find out how we can help you by contacting us today.