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.
Poor Reviews Allow Businesses to Track Trends and Implement Changes
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.
With Proper Monitoring and Response, Negative Reviews Can Be Turned Into Repeat Business
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.