LEARN HOW TO DEAL WITH NEGATIVE REVIEWS AND HOW YOU CAN MITIGATE THEM

There are several online trusted sources where consumers post a review about your business, products, services, brand value, and the overall experience when interacting with your business. The relevance of these review sites is prominently high, as 93% of consumers look forward to the reviews posted on them before making a purchase. 

According to a report, 48% of consumers consider nothing less than a 4-star rating, and one negative review could lead to a cost of 30 consumers. Whether it’s Amazon, TripAdvisor, or Facebook, getting positive reviews means your business is on the right track, while negative reviews can bring it down.

What Can Negative Reviews Do To Your Business?

A consumer is likely to share a negative review online than a positive experience. Another report shows that 98% of consumers read reviews and ratings on local businesses in 2022, which has increased from 90% in 2019. 

Dissatisfied consumers commonly use words like ‘bad service’ and disappointing experience’. Most common bad experiences and poor consumer service reviews can isolate your business. You must consider the following points:

Negative reviews can have a severe impact on your business. The fact is that although there isn’t much of a difference in both the rations, the chances of a dissatisfied consumer posting a review are more than a satisfied customer posting one.

Instead of getting frustrated with such reviews, you must respond to them professionally to increase consumer confidence in your brand.

Responses to positive reviews can be automated, but you must personally appoint a genuine person to respond to negative reviews. You can increase conversions by treating your negative reviews carefully if handled well. 

Many businesses don’t bother responding to negative reviews, but you can show your professional and human side by responding to negative reviews. About 55% of consumers feel that if businesses respond to their negative ratings, it will make them feel better. Customers are relieved that someone is listening to and empathizing with them. 

You must understand that no business gets 100% positive reviews; a few negative ones are also good signs. It signifies authenticity and ensures publicity. Responding to online reviews assures your consumers that their feedback is looked into and helps your business in many ways. 

It helps transform a dissatisfied customer into a satisfied one, and it helps enhance your rankings on SERPs. Negative reviews are a chance for your business to build its brand reputation. Instead of getting scared of negative reviews, you must learn how to remove bad reviews. Here is what you can do!

4 WAYS TO DEAL WITH NEGATIVE REVIEWS

RESPOND ON TIME 

Don’t wait days to reply to negative reviews; it must be done immediately. Viewers will appreciate an immediate response from you. You need to acknowledge their concerns and let them know you understand their problems. 

Most customers who leave a negative review want an apology, a refund, compensation, or a simple explanation of company policies. There is also a set of consumers who post a bad review because they want to harm the company’s reputation or they don’t want any other consumer to face the same experience that they did.

PROVIDE COMPENSATION

If the problem is genuine and there is not much you can do to resolve the situation, you must offer compensation. That means deals, discounts, or lucrative offers that can satisfy your customers. Turning negative reviews into positive reviews is the best thing your business can do. 

MAINTAIN PROFESSIONALISM

You must always be polite and never take offence or blame the consumer, no matter how insincere the review is. Personalize your responses, and do not take ratings personally. Always appreciate customer feedback and thank them for responding.

APOLOGIZE AND EMPATHIZE 

To appease your unhappy audience, start with an apology. Tell them you understand how they feel and be genuine in your response. Empathizing with them and turning the experience into a positive one is a win-win situation for your business. You must analyze and take corrective action to boost your brand’s reputation. 

CONCLUSION

Negative reviews are common, in some ways, integral to a business’ growth. Having a few negative reviews allows you to take action to amend mistakes, learn from them, and provide a personalized and empathetic solution. 

Collaborating with relevant ORM services helps you deal with negative reviews and boosts your brand credibility, making more people do business with you. People like to be heard, and a negative review demands attention. 

More people will return if you give the right kind of attention and compensate your consumers for the poor experience.

Source: - https://www.blogautoworld.com/learn-how-to-deal-with-negative-reviews-and-how-you-can-mitigate-them/