Almost everyone that owns a business or website understands the power of user reviews. They can either be beneficial to your business, or incredibly detrimental. However, while it’s true that everyone knows that reviews are important, most website and business owners never respond to any of their reviews, good or bad. That’s a problem. Responding to a user review, whether that review is good or bad, shows the customer that you care about their overall experience with your company. In fact, just responding to a negative review can even convince some people to change their initial bad review into a glowing one. It all comes down to how you, the business owner in this scenario, interact with your customers on review sites like Yelp and ReviewBuzz.
What Makes Online Reviews So Important?
To adequately display just how important online reviews can be, here are a few well-gathered statistics on the subject:
- According to BrightLocal, 57% of consumers only use businesses that have an online review ranking of four or more stars.
- Most businesses only ever see four percent of their negative reviews. This implies that there are several negative reviews that business owners will never lay eyes on (Ruby Speaks)
- Around 89% of prospective consumers read business’ respones to reviews online (BrightLocal)
- 91% of 18-34 year-olds trust online reviews as much as they trust personal recomendations from friends and family(BrightLocal).
Don’t Panic! Bad Reviews Aren’t As Bad As You Might Think
Let’s assume (and it’s a pretty safe assumption for any business) that your company has received some negative reviews. While it’s true that negative reviews can make your company look bad, they are nothing to panic about! In all honesty, negative reviews should be looked at as an opportunity to turn a dissatisfied customer into a satisfied one. Online reviews aren’t static. They’re living, breathing organisms and the better you tend to them, the better they’ll treat your business. In other words, negative reviews don’t have to stay negative.
How To Salvage A Customer That Left A Negative Review
OK, you presently know not to freeze up when you’re looked with a negative review from a disappointed client. In any case, that makes one wonder: What’s the greatest weapon in your armory against the negative nancies of the world? All things considered, the appropriate response may shock you. All you need to do to possibly kill most of the negative impacts that are related to awful reviews is to respond to them. Be that as it may, don’t simply give some nonexclusive, useless “we’ve perused your survey, and we’ll chip away at making things right” schtick. Make the most of your answers. Emphatically draw in with your client. Attempt to do directly by the client and work on transforming their negative review into a positive one.
Alright, that was somewhat over the top. But the point is a valid one. Simply engaging with your clients can truly enable you to make some genuine steps towards increasingly positive associations and reviews later on.
Let Goldstein Brossard Handle Your Review Management
The review management experts at Goldstein Brossard understand that negative reviews are no fun. We also understand that most website and business owners don’t have the time, and sometimes ability, to adequately respond to reviews of their business online. In light of that fact, we offer reliable and affordable review management services. Let us handle the negative reviews while you focus on running your business.