Good news travels fast. But in today’s world, bad news travels lightning fast. Let’s be honest. Whenever you read a negative review about your company, you take it personally. It’s ok. You should take it personally. Remember, you’re not going to please everyone. But don’t ever take your feelings online.
We will discuss the importance of online reviews and most importantly the best way to respond to negative reviews. First question: Do reviews impact my business?
Yes, here’s why reviews are important:
How to Respond to Negative Reviews
Here are the most persuasive stats to support the importance of online reviews:
- 90% of consumers read reviews before visiting a business
- 31% of customers are likely to spend 31% more on a business with excellent reviews
- Reviews can boost your results by using fresh user-generated content
- 72% of consumers will take action only after reading a positive review
I’m sure we’ve all seen that review that makes us roll our eyes. For example:
I’m giving this pizza shop a 2-star review only because they don’t serve hamburgers.
Trust me, there are reviews out there.
It is also estimated that review signals account for 13% of the total ranking factors, which means that they cannot be ignored during SEO, especially if a brand can benefit from their use. According to Brightlocal, 88% of consumers say they trust online reviews as much as personal recommendations.
Now that we’ve seen the impact reviews have on your business, let’s discuss how to handle that “negative” review.
So here are three ways on how to respond to negative reviews:
1. Don’t be REACTIVE; be RESPONSIVE
First of all, don’t ignore the review. The worst thing you can do is not to answer. Answer the review without your personal feelings being involved. Sleep on it if you have to. Remember, it’s difficult to win an online argument with a frustrated customer. Don’t burn any bridges.
2. ASK bad reviewers QUESTIONS
Acknowledge the review by asking specific questions related to their experience.
3. Take a PROACTIVE approach to bad reviews
For example, put together a plan to suggest customers leave online reviews, after every transaction or interaction. This will increase the number of customers who participate in the review process, resulting in more positive reviews.
So in conclusion, reviews are an important part of your online brand. Encourage social engagement. Answer negative reviews, and thank people who go out of their way to say something good about your company/product.