Let’s face it negative reviews are scary!
It doesn’t matter how long you’ve been in the game - a negative online review for your business can sting at first, but ultimately, it’s a good thing for your business and reputation. Those writing the bad reviews aren’t out to get you. They complain when they feel frustrated - the result of an action doesn’t meet their expectations. However, negative feedback isn’t always bad news, believe it or not, there can be positive side effects to negative reviews.
It gives you a chance to build a better
relationship with your customers.
Everyone screws up, but that shouldn’t define you. A negative review is a great opportunity to not only show the affected customer but everyone else, that you’re a responsible company who values what every customer has to say the good - with the bad. “Brands with perfect reviews look inauthentic” Consumers trust reviews more when they see a mix of good and bad feedback.
reviews really are constructive criticism.
Remember how I mentioned customers writing the bad reviews aren’t out to get you? They’re not. If a customer is having a problem with your business, then it means that something is broken and there’s room for improvement. It’s a valuable learning experience, with your customers advice, you can find out what went wrong and how to avoid it in the future.
and advice for your potential customers.
It gives consumers a real picture of what they can expect from your products and/or services. If a clothing store for example gets negative reviews saying that the fit on the top was too small, the consumers that read the negative feedback know they need to order a larger size. They use this knowledge to make smarter purchase decisions.
can create top of mind awareness.
Research suggests that negative buzz around your brand can increase sales. It can put you at the forefront of the consumers mind. Remember that customer who hasn’t interacted with you for a while? This gives them a reminder of who you are.
Can actually create loyal customers, or
even brand advocates.
If the negative review is handled well, customers are more likely to stick by your brand and keep coming back. By accepting responsibility and taking action to fix the situation, you’ll win customers’ respect and solidify a more positive reputation for yourself. Every interaction is an opportunity to delight and impress - even negative reviews.
Negative reviews are still negative reviews so be sure to keep an eye on your social media profiles and review sites. You need to get in front of problems before they spiral out of control. Regularly monitoring reviews and comments will help you minimise any damage, but also help you keep your fingers on the pulse of your audience.