Every business with an online presence will experience it at some point. That dreaded, awful feeling that comes when you see a “less than glowing” review from a customer pop up online.
Maybe their order came late, or not at all, or arrived broken. Perhaps they felt they ended up with lackluster customer service. We’re all human, and mistakes happen. It’s also possible that your product or service just wasn’t a great fit for their needs, and that’s being expressed in a negative review.
Negative reviews happen, and often they can be turned into an opportunity for your customer service to shine. In fact, 73.8 percent of customers are either likely or extremely likely to continue doing business with a brand that resolves their complaints. So before you try to start hiding or deleting them, pause and take a deep breath.
Besides, consumers who see nothing but dozens of five-star testimonials can get a little suspicious that it’s too good to be true; having one or two negative reviews pop up actually increases customer trust, as long as you have many more people singing your praises than pronouncing your flaws. They can also give you a chance to show customers that you’ll own up to mistakes and make it right and that your customer service is top-notch.
In this post, we’re going to take a close look at how you should deal with negative reviews and how to turn them into a positive for your small business.