From the local gourmet bakery, auto repair shop and the at-home entrepreneur who sells goods on Etsy or Amazon, referrals and reviews are the lifeblood of your business. That’s why negative reviews is something that keeps many business owners up at night, biting off all of your nails and probably the reason behind some of those grey hairs. No one can blame you! The impact of negative reviews can undo so much of what you work so hard to accomplish. All because it increases the main thing you have to work against when trying to attract new customers.
Understand that there is a series of “doubt -centered”questions we all ask when purchasing goods and services from a business we’ve never patronized before. I do it, You do it. Our potential customers do it.
- “Is this a good idea.”
- “Is this really for me?”
- “Is this the best price?”
- “Is this worth it?”
- “Will they do what they say they will?”
When we purchase anything whether it be on-line or off-line, those are the first rounds of questions we ask ourselves. Why? The answer is easy. None of us want to waste two of the things we work the hardest at obtaining. Time and money. None of us want to make a bad purchase decision. So we have to cast doubt on the decision to buy as a natural defense mechanism to make sure we don’t make a bad decision. So that we don’t waste time and so that we don’t waste money.
As a business owner or marketer, doubt is what must be decreased in order for your sales to increase. This is why reviews and referrals are essential for your business. Think about it. Positive reviews help alleviate and diminish doubt, which is exactly what we want, right? On the other hand, negative reviews quickly do the opposite as they cause doubt to increase. Doubt allows us to to fit that negative review right into our inner narrative of why this purchase might not be a good idea. It allows us to feed doubt everything it needs to grow strong. If there are a high to moderate amount of negative reviews, the amount of doubt can increase so much that it only causes mistrust in the positive reviews.
The negative reviews almost feel unstoppable..
Negative reviews can undo so much of the hard work you have accomplished. Too many of them can absolutely slow your sales, reduce your foot traffic, etc. But there is good news also. Negative reviews can be a fantastic opportunity to put minds at ease.
Hey, come back here!
What To Do When You Receive A Negative Review.
What would make you feel better? Someone who ignores your problem or someone who apologizes and asks for a way to fix the issue? If you are a reasonable person, i’m sure you chose the latter. It’s the same for your customers. Your customers don’t want to destroy your business. They really don’t. You may think so because the negative review seems like a personal attack due to the fact that you put so much into your product or service that it’s hard not to take it personal. What your angry customer truly wants is what any of us would want.
Our concerns to be heard. For a problem to be fixed. When you take the time to address an angry review, you show not only the customer that you believe in service, but potential new patrons as well. A negative review is your chance to show that when things go wrong, and they will, that as a business, you are responsive to your customer’s needs.
What Ever You Do, Don’t Do This.
The absolute worst thing to do when your business receives a negative review is to then attack the customer. You do not want to make a spectacle of the issue for the world to see. Before you jump online to go on the offensive with an angry customer, take a deep breath and understand when pride is trying to get the best of you. Rarely does a business come out on top in these situations. Very rarely. All you’ll want to do is post a reply to the person asking for a chance to talk about this and then leave it at that. Delivering your favorite: “Yo Momma joke” is not the best answer.
How Can You Stop Negative Reviews?
At this point you are probably running around panicked and even a bit conflicted.
You want more reviews but how do you stop the bad ones? How can you ask for more reviews but find a way to get in front of angry customers before they post negative ones and risk ruining your reputation? The bad news is that there is no way to stop all negative reviews. Nope. Anyone who tells you otherwise is lying. The good news is that there is a way to get more reviews in order to build social proof and create confidence. There is a way to increase your chances of getting in front of angry customers before they post negatively about the experience online.
Review Management from The Digital Hook. Our solution allows you to do all of that and more.
With our review management solution, you have a way to send an email to your customers and guide how the process should work. One option is asking customers for a thumbs up or thumbs down. If they give a thumbs up, the software asks them to enter a review and makes it easy for them to do so on your favorite review sites such as Angie’s List, Home Advisor, Facebook, Google, Yelp, Cars. Com and so many more. You can also give them the opportunity to rate you on a scale of one to five stars.
If they indicate they are unhappy with a thumbs down or by selecting 3 stars or below, rather then asking them for a review, the system instead gives allows you to display a message or even a video expressing your apologies and or desire to speak with them in order to give the customer an opportunity to tell you exactly where things went wrong and how you can fix it.
This is only ONE of the ways our review management system can help you decrease doubt and increase sales.
Contact our review management professionals at The Digital Hook to find out how we can help you today.