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Negative reviews can be a bummer, but, with these easy steps, learn how to they can be used to improve your business today.
By Jane Garfinkel - Review Response Specialist
Negative reviews are not all bad.
That might be hard to believe, considering that data shows customers take online reviews seriously. In fact, 93% of consumers say reviews have an impact on their purchase decisions.
This doesn’t mean that negative reviews are the end of the world. Bad reviews are inevitable and, when they happen, can even be used to improve your business.
No business is perfect.
When customers visit a Google My Business page and see that a company has only received 5 stars, they hesitate.
According to High Level Marketing, when there are no negative reviews, 30% of consumers assume the reviews are fake.
Since up to 40% of Amazon reviews are fake, who can blame consumers for being suspicious?
This is where negative reviews can play an important role. They demonstrate that your company isn’t manipulating or repressing online opinions.
Better yet, by responding to every review, a company demonstrates that it respects and appreciates their customers’ honest feedback. This gives further credibility to the positive reviews and to your business in general.
Any business owner knows that there are limitless ways to improve their company, but how do they know which route to take?
Negative reviews can provide the answer.
For example: imagine your company has received seven poor reviews in the past quarter and five of them mention that your website is hard to navigate.
By tracking reviews, your business has collected solid data about a fixable issue that is deterring customers. Now you can put time and energy into updating your website with confidence that you are helping the bottomline.
Responding to negative comments adds even more potential for information gathering. It is only when a customer agrees to discuss their issues further that a business will be able to benefit from their priceless personal feedback.
Creating an open dialogue with an unhappy customer provides the best insights into a company’s greatest opportunities for growth.
A customer who leaves your facilities unhappy and doesn’t post about it online is not likely to patronize your business again. On the flip side, disappointed customers who leave a review are giving you the chance to win them back.
If a company is alerted to an issue and can resolve it quickly, an unhappy customer is much more likely to return to the business.
This is huge!
How you respond to negative reviews will greatly affect your loyalty rate. Soon after posting a bad review, a customer should receive a proper apology, a detailed solution, and perhaps some compensation for their trouble.
If this is done in a timely, professional manner, you will have created an opening for turning an unhappy customer into a loyal one.
The next time your business receives a negative review, view it as an opportunity rather than an obstacle. By utilizing a proper reputation management service such as Widewail, all of your reviews, even the bad ones, can work for you.
I’m a New Jersey native who joined the Widewail team during my brief stint in Burlington. Now living in Jersey City, I currently serve as the Response Team Lead and Content Specialist. My background is in writing and my work has been published by Thrillist, Reductress, McSweeneys, The Rumpus, and more. I occasionally update my own blog No Meat, Some Potatoes, and in my free time I hang out with my dog Jake.
Bite-sized, to-the-point, trend-driven local marketing stories and tactics.