Reviews have the power to make or break a business – small and large businesses alike. Positive reviews boost credibility, negative reviews on the other hand can have the opposite effect IF dealt with in the wrong way.
As tempting as it might be to unleash your inner keyboard warrior and fire both barrels in response to negative feedback, I encourage you to stop, take a deep breath, give it a hot second and read this blog before you respond!
Negative reviews can feel like a big setback, unfair criticism or even a personal insult, but they’re actually a great opportunity for growth.
Did you know 44.6% of people are more likely to visit a local business if the owner responds to a negative review?! Don’t ignore negative reviews but don’t get defensive in the moment, follow the 8 steps below to help you turn a negative review into a positive experience, and even use it to your advantage.
1. Prompt Responses
It’s crucial to respond to all negative reviews quickly and professionally. Even if you feel upset and the review is unfair, acknowledging your customer’s concerns and offering an apology is an important first step. Your response is for both the dissatisfied customer as well as potential customers. How you respond and handle feedback can build credibility and trust.
2. Thank you
Even if critical, inaccurate or unfair, always thank your customer for their feedback. Recognising the time they’ve taken to give feedback can help set a positive tone for further communication. Personalizing your response by referencing details from their review can also show your sincerity.
3. Take the Conversation Elsewhere
After your public response it’s a good idea to invite your customer to continue the conversation privately. Provide your email or phone number where they can reach you directly. This will ensure you can give your customer 1 to 1 time, while still protecting their privacy. It also shows other potential customers that you want to resolve issues thoroughly and privately.
4. Listen and Take Action
Once the conversation has been moved away from the review platform, listen to your customer’s feedback. Understanding the details within their negative feedback is how you’ll find a solution and make improvements. If within your control, take immediate action to address the issue and communicate a solution or changes with your customer. This will show them that you’re taking their feedback seriously.
5. Offer a Solution
If appropriate to do so, offer a solution. This could be a replacement, refund, or a discount on future products/services. Going the extra mile can turn an unhappy customer around. A well-handled negative review can also show potential customers that, even when things go wrong, your business is committed to looking after your customers and providing exceptional service.
6. Positive Reviews
Proactively gathering positive reviews can help balance out negative ones. Making your review process easy and accessible will help to encourage satisfied customers to leave reviews. Use social media and emails to highlight this. A steady stream of positive reviews will improve your overall rating.
7. Learn and Adjust
Every negative review provides you with the opportunity to learn and improve operations within your business. Check for patterns in negative reviews and use this feedback to adjust your operations. This will improve your customer’s experience, thus reducing the chance of negative reviews in the future.
8. Showcase Your Adjustments
Making adjustments and improvements in your business is something to shout about. Share changes with your audience, current and potential customers. Use social media, your website, video content or email newsletters to showcase improvements you’ve made. This shows you’re committed to providing the best experience for your customers and builds credibility and trust.
Key Takeaways….
Negative reviews don’t have to result in disaster for your small business.
- Responding thoughtfully, taking action, and using negative customer feedback can drive improvements in your business.
- Negative reviews are an opportunity to grow – showcasing examples of change and improvements will look attractive and build credibility with potential new customers.
Want to find out how to build credibility in your local community?
Why not join my upcoming workshop? Improve local reach with Google Business & Facebook Groups. Or get in touch about my Consultancy Services to get more support with your reviews.
I’ll be posting more on my blog to help support you with marketing your small business. But if you need a helping hand to develop your marketing strategy or want more tailored advice, I can help! Check out my services here.
