The market value of a brand is 25%+ about its reputation, and a single negative customer review is enough to invert this hard-earned fame. Yes, bad reviews are this influential – customers, if your product or services have rubbed the customers the wrong way they’ll make sure everyone knows about it. Sadly the opposite is not true for positive experiences as much. Indeed, negative reviews are harmful to business, but at the same time, 0 negative reviews is also a matter of suspicion! So, what’s the catch?
Valid and constructive Negative reviews are inevitable, yet essential. So, be sporting enough to handle these and bring more traffic, conversion, retention and loyalty to your business.
Before you know the tricks and tips to handle negative reviews, you first need to understand why customers drop such bad words:
Well, there are 3 main reasons why customers leave negative reviews. These are
1. Bad Product Quality
In case you are dealing with any type of consumer goods, it becomes a bit difficult to satisfy cent percent customers. And the customers who get dissatisfied, drop negative reviews. In case you offer any kind of service, there is a possibility of the same. It is said that only 1 in 10 happy customers leave a review.
Research says that a customer with a negative experience with your product is very likely to leave a negative review. On the contrary, a customer, with a good experience, is very less likely to write even a decent review. They just avoid it!
Therefore, you have to work on your quality to avoid negative reviews.
The next common cause behind negative reviews is bad customer service. Customers who are unhappy with your product or service may not write a review if they receive good service from you. Also, they may skip the review if the return-refund process is easy to complete.
In short, unhappy customers may skip the negative reviews in case they can return them easily. Even if they are not able to find the return option, if you are able to guide them through the process, they may not write at least a one-star review. You can use chatbots, post-purchase follow-up emails/calls, etc. to ensure excellent service from your end. It will create a pleasant experience for the customers, and they will refrain from dropping a negative review.
Inconsistent reviews (too many or no review at all)
Promoting another website in review
Therefore, you have to figure out the customers who are actually offended by your product or service. For this, you need to keep your notifications to get to know every time a review comes.
Understanding whether they are your users at all is a bit complicated and time-consuming task. However, we advise you to do so. Going one step further, you may consider a “verified” tag for your real users.
Did you know?
Verified positive reviews bring 15% more purchases than anonymous ones
2. Respond Nicely
It’s time to move on to the most important part of this article – responding to the negative comments! Well, this is a fact that negative reviews are inevitable, and no matter how well you stand out, you will get at least a few negative reviews.
And the worst part is an owner does not always have the opportunity to delete a negative review, even if it is fake. So, responding is important as others (existing and new users and non-users) are watching you.
Did you know that 75% of businesses never respond to any review; however, responding to one review increases revenue by 4%?
To top the surprise, responding to 25% of reviews increases an overall revenue of 35%!!
How To Respond To Negative Customer Reviews?
There are some SIGMA RULES when it comes to responding to negative customer reviews:
Respond fast with a personalized gesture – Be quick to respond to the reviewer. Personalized responses are most welcomed, so address the reviewer on your response. 53% of customers expect a reply after dropping a review – so respond to them.
Respond to each review – No matter if it is genuine or fake, positive or negative – respond to it. Keep the sample responses ready beforehand for each type of review. For example, prepare thank you notes (positive reviews), apology notes (negative ones), issue fixed notes (to send after taking action), unknown notes (fake reviews), etc. You can customize it to add a personalized tinge to it.
Show respect – Be grateful to the customers as they have taken the time to drop their valuable feedback.
Answer logically – Be logical and appropriate to your answer instead of dropping an angry reply to a negative customer response. Prepare an explanation and drop it in your response.
Ask for some time – In case you find the negative customer review is valid, and the fault is on your end, ask for some time from them to fix it.
Connect personally – If needed, switch the conversation to a personal level – get in touch with the reviewer via call or text and on the page. It will let them know you have come across and pay attention to their problems.
Remember, the tone of response matters! Also, remember that you are always being watched. So, refrain from being rude – maintain a polished and professional tone instead.
Here are some phrases you may use in your response:
Let me fix it for you
I’d love to help you with this
Let me look into it
I’ll keep you updated
Thanks for letting me know
Í’m really sorry
Sorry for the trouble
I’ll get back to you
Thanks for sharing – I’ll keep this in mind and improve it
3. See The Issue Raised
While responding to the bad customer reviews, ask the responsive team of your organization to check the matter. In other words, you have to figure out whether there is a glitch at all or not.
Once you come across a negative review from any customer. You have to get other details from the customer to resolve the issue – for this, you need to ask questions to gather the details from the customer. If the issue is genuine, be apologetic in your response in-personal and public.
Customers barely update the review – but if you can successfully convince them to update their negative reviews into positive ones, do not forget to thank them. Show your gratitude both on personal and public pages.
7. Promote This Once Resolved Across Channels
Got an updated review? Consider it as an achievement and share the before and after review with screenshots on your social profiles. It will show how proactive your team and your service are.
Dos and Don’ts To Get More Customer Reviews!
For a quick recap, here are some dos and don’ts to get more positive reviews:
Encourage the reviews
If possible, offer points/coupons for dropping detailed reviews (more than 250 character and including picture)
Don’t delete the negative reviews
Appreciate for leaving reviews
Don’t ignore a single review
Respond to each review – leave a short response to each
Don’t get defensive before understanding the point – stay calm
Request the concern authority to remove fake reviews
Don’t ever blame customers for not using the product/service accurately – guide them instead
Request the concern person to update the review after the issue is fixed
Don’t argue in the comment/review section as others will be watching you
Offer excellent customer service
Don’t elaborate if you think the review is fake
Listen to customers and make them feel that you are listening
Don’t promise something that you won’t be able to offer
Understand how the reviews and rating frameworks work
Follow company policy while responding
Keep the contacting procedure simple and least time-taking
Add survey questions – reach via mail to get a review
And you have also seen how responding helps and its statistics, right?
So, respond to the negative reviews – see the problem, try to fix it, and strengthen your branding, it will welcome huge traffic and conversion in the future.
Along with these, you always have to aim at offering satisfactory service to the customers to avoid bad reviews. Also, the product quality and pricing need to be accurate, along with a short and simple ordering and payment process. These remove unnecessary complications and help customers to get the product/service or return it quickly and easily.
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