How To Benefit From A Negative Review
Published Tuesday, 25th January 2022
Mistakes and miscommunication happen to the best of us. When something goes wrong on the job, your priority should be fixing the issue and delivering outstanding customer service in order to de-escalate the situation. However, sometimes that won’t be enough and your business will receive a negative review. As frustrating as it might be, you have to respond to it. And if done correctly, this unpleasant situation can bring a positive impact on your business. Here’s how you can benefit from a negative review.
Own Your Mistakes
The worst response is no response at all. Once you receive a bad review, don’t ignore it or try to cover it up. This can hurt your reputation more than the negative feedback itself. Instead of turning a blind eye, own up to your mistakes. By taking responsibility, you are showing all customers (both old and new) that you value their opinion and are willing to change and improve your business to ensure everyone gets the best experience while interacting with your company.
Keep It Professional
Knowing how to respond to a negative review is an essential part of reputation management. Your response will be seen by old, new and potential customers and it will showcase your business ethics. This is why you need to respond in the most professional way possible and under no circumstances attack the customer or accuse them of lying. No matter how vicious the customer was in their feedback, don’t try to ‘get even’. Instead, keep it civil, polite and timely. Show all your customers that you understand the feedback and are willing to learn from it and implement necessary changes to ensure a problem like this won’t happen again.
Bad Reviews Will Make Your Business Look More Authentic
As long as your reply is constructed in the right way, a negative review can make your business look more legitimate in the eyes of potential customers. Fake reviews are a huge problem in today’s market and having a perfect five star rating might seem suspicious to some. No product or service is perfect and customers are aware of that. People tend to put their trust in companies that have a (healthy) mix of good and bad feedback. Displaying all reviews, even the bad ones, shows that you have nothing to hide and that you are conducting your business in a transparent way.
A Chance For Improvement
All types of feedback can give you valuable information on how you are doing as a company, and a negative review is a great opportunity to learn about your customers needs and improve the way you deliver business. Instead of taking it personally, learn and get better!
Summary
A negative review is not the end of the world. It provides you with valuable feedback which you can embrace and act upon, it gives you an opportunity to showcase your customer service skills and it will help your business look more legitimate in the eyes of potential customers. So next time you receive bad feedback, don’t panic but instead embrace it and turn it into a benefit for your company!
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