7 Incredible Ways To Change Negative Reviews Into Positive
As a child, many of us have tried creating a pyramid with a deck of cards. And sometimes, it took only a gust of wind for the whole structure to fall apart. Think of your online reputation like that pyramid made of cards, where one negative review can attract more attention than a hundred positive reviews. So, how do you deal with the bad reviews from your consumers?
Presented below are some ideas on how to turn a negative experience of a consumer into a positive one.
1. Have a plan in place
When it comes to your strategy for replying to negative reviews, consumers expect you to act quickly and reach out to them at the earliest. And when replying to these reviews, you need to keep in mind that not every single negative review will have elaborate and valuable information.
That’s why you must have a proper plan. Come up with a strategy that suits your brand, use it consistently, and know that your response has the capacity to solve the problem or make it worse. The way you deal with these reviews will convey to the consumers a lot about you and your brand or organisation.
2. Respect the point of view of the reviewer
Be careful with your response to a negative review. You shouldn’t be tempted to react rudely. Now, negative feedback can often rile you up.
You also need to respect the opinions of the reviewer. We are all entitled to our opinions, some will be stronger than others, but you need to take it in your stride and use the review to improve your services or features.
3. A little empathy goes a long way
When the error from your end, assure the client you’re doing everything to fix it. But if the consumer only had a wrong assumption, request them to submit more constructive criticism on how the services can be improved.
If the error was from the consumer’s side, offer some advice on how to avoid such situations in the future. For example, if the consumer is complaining about a refund, gently remind them to check your website’s refund policy or FAQ pages.
4. Own up to the mistake and apologise
It’s not possible for you to convince someone that he/she actually had a pleasant experience after they left a bad review. The best you can do in such situations is to apologise for the bad experience they had. Address this fact in your reply and explain how you’re going to improve going forward.
You can ask the individual to come back to avail our services and offer a discount or any other benefit. People reading the customer reviews will appreciate this because this simple act indicates that a business owner cares about good customer service. This provides the potential customers with an understanding that doing business with your organisation will either be a fulfilling experience from the beginning or that you’ll work hard until it is.
5. Let your reviews improve your business
Treat the reviews as if they were a gift, irrespective of whether they are good or bad. They are free pieces of information that you can use as part of a marketing strategy to grow your business. There’s no great way to tell if your business is growing than to ask the customers for the truth because your consumers will always be honest with you.
However, not every customer will leave a negative review or a review at all. But you can be sure there'll be plenty of consumers with the same issues who won’t express their feelings. So, consider each of your bad reviews as if there are others out there who share the same insights.
6. Always be appreciative
Every feedback is useful, so be grateful that someone took the time to criticise, even if it’s harsh. Just appreciate the fact that they are still providing you with the chance to make it right.
Negative reviews can (and should) actually be an excellent (and free) way to keep consumers coming back. Take the feedback for what it’s worth and improve the imperfections in your products or services, and be sure to express that in your response.
7. Follow up with negative reviewers
Make sure to follow up with negative reviewers. See that their issue(s) have been taken care of and that they ended up satisfied after the experience you’ve provided.
If they are satisfied, you can ask them to delete their negative review if they haven’t already. Even though it doesn’t always happen, but an individual will take a negative review down because they felt as if they were treated in a fair way and reached what they considered to be a fair resolution.
Managing your online reputation means you need to be equally prepared for both good and bad reviews. Handling the negative reviews the right way can open up more opportunities for your brand in the long run.
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