A Negative Review Can Even Make Your Positive Reviews Seem More Authentic
Knowing how to respond to a negative review can go a long way toward building positive relationships with your customers and showing them you do care about how your customers feel. How you respond to a negative review can really help people to understand how you treat your customers. Reading a positive or negative review is one thing, but what really matters is what the consumer does next.
In fact, how you respond to a negative review can sometimes be more powerful than getting 100 positives. In the best case scenario, a negative review is turned into a positive one which goes from harming to helping the average rating of a product. In order to make sure that the negative review is from a legit buyer, you need to understand the process of matching orders to reviews.The best way to respond to a negative review is to address it quickly and reasonably in a polite and professional tone
It is no secret that Google is the search engine king. If your site is #1 in the organic listings you will no doubt attract more calls, more customers and more revenue. Google, however, doesn’t make it easy to reach that coveted spot, but there are steps that can be taken to help your business creep up those search result pages. As a business owner you can work on several aspects of your online presence to reach improved search results.
If you are a local business (either storefront, home based or service) one of the best ways to move higher in search rankings is to encourage reviews on your company’s Google plus page. These stars come from ratings and reviews left by customers. Leaving a review not only helps potential customers learn about these businesses but it also tells Google that this business is active and popular. Google rewards businesses with better search rankings if their Google listing is complete and has reviews.
Keep in mind that having MORE reviews than your competitor does not necessarily mean you will outrank them. Often times Google knows your search location even if viewing by a desktop so it may list the closest business to you rather than the one with the most reviews or best rating. However, having those ratings/reviews make your business stand out and often times savvy searchers will look at several business listings, read the reviews and then pick up the phone. Check more here.
Fixing a bug as quickly as possible to respond to a negative review is the only efficient way to handle the negative in-app experiences causing the negative reviews.
Reviews have long been a sore spot between SMBs and Google. But Google Places has added a new feature that will go part of the way in providing SMBS salve for some of their “review wounds”. Google is now allowing business owners to respond directly to reviews.
Starting today, if you’re a verified Google Places business owner, you can publicly respond to reviews written by Google Maps users on the Place Page for your business. Engaging with the people who have shared their thoughts about your business is a great way to get to know your customers and find out more. Both positive and negative feedback can be good for your business and help it grow (even though it’s sometimes hard to hear).
By responding, you can build stronger relationships with existing and prospective customers. For example, a thoughtful response acknowledging a problem and offering a solution can often turn a customer who had an initially negative experience into a raving supporter. A simple thank you or a personal message can further reinforce a positive experience. Ultimately, business owner responses give you the opportunity to learn what you do well, what you can do better, and show your customers that you’re listening. Read more here.
Consumers who see a brand openly respond to a negative review are 186 percent more likely to purchase than those who didn’t.
Negative reviews can also add credibility to your positive reviews. And perhaps most important, negative reviews give businesses a chance to respond and show how awesome they really are. So when your business gets slammed on a local review site, be it a legit complaint or a crackpot customer, you can’t afford to ignore the negativity. So let’s look at how to turn these major bummers into teachable moments.
1. Have A Game Plan
As Mike Blumenthal recommends in Responding To Negative Reviews – Your Prospects Are The Real Audience: “Never respond to reviews unless you can own the issue, describe how future customers will not have the issue, and offer to fix the issue”. He also recommends that when you do respond, you “write with your prospects in mind”.
2. Understand The Tools At Your Disposal
Get to know the sites that all merchants to respond and learn how to use their tools. Miriam Ellis has a great post Edit, Remove and Respond To Reviews – Tools for Conflict Resolution that outlines what kinds of merchant responses are allowed on different local reviews sites. I have adapted her list to create the one below. See full article here.
The Majority Of Negative Review Are Due To Important Reasons
Even if the negative review is aggressive or hurtful, you should thank the guest for taking the time to give feedback. Make sure any remarks you make in your negative review are calm and respectful. Consumers who leave a negative review are often turned into loyal repeat costumers after receiving a response from the brand or business.
If a negative review is genuine, responding to it allows a business to demonstrate that they have a human side with empathy, humility and a willingness to apologize, if necessary. Most people who post a negative review are simply looking for assistance or resolution. Potential clients who read a negative review are more interested in seeing how you handled the situation than anything else, call us here: (951) 286-1195.