Online reviews are very important for every business in the current scenario. Even those who do not know the depths and impact of these reviews must understand that they play a crucial role in bringing organic visibility for you in different search engines. Even Google has made it clear that customer-business interactions and positive reviews are important to increase organic visibility.
Customer reviews have a huge impact on all businesses. They can influence customer decisions on whether or not to pick a business. Reviews give an idea about the product or service to other customers. Therefore, your business must manage to get at least above-average reviews as most consumers prefer it while buying a product or service. Therefore, brands must welcome both good and bad reviews.
It is not that challenging to deal with positive reviews while handling a negative review can be extremely difficult. Harsh criticisms are hard to digest. It is also hard to handle an angry customer who is overwhelming and stubborn.
Below are some tips for businesses to efficiently handle the negative reviews they receive without affecting their reputation.
- Give Quick And Thoughtful Answers
An unsatisfied customer will not take hours or days to post a negative review. They write a review the moment they get a bad experience with a product or service. Therefore, they will expect a quick response too. Along with being quick, you have to be thoughtful with the responses you give. First of all, appreciate the customer for the true value they give to you and apologize for the problem they face. Promise them to resolve their problem as soon as possible. Be patient and soft with them while answering. Transparency is also a good trait in handling these situations. Give an honest answer to your customer as they expect it.
- Try To Get A Second Chance
To retain your business, ask for suggestions that would help you to improve the services you offer. Make sure you listen to the negative reviews carefully so that you get a lesson that needs to be implemented in your future operations. It will help you to improve the whole customer experience and increase their trust in your brand.
- Ask For More Reviews
It can be hard to take negative reviews from your customers. However, learning from these reviews will help your brand to survive and give you a track record showing your commitment to your customers. Therefore, encourage your customers to give their reviews.
- Don’t Take Criticism Personally
Some criticisms can be harsh, especially when the customer is extremely angry. But do not take it personally and fight back with them. Even if they are attacking you personally, respond to them like an efficient business professional.
- Connect With Them Offline
Even if you are getting reviews online, try communicating with the customer offline as soon as possible. Do not wait for the customer to reach you. Get their contact details and ask for the right time to talk with them.