5 Ways to Combat Bad Reviews
There’s nothing more disheartening than when you work hard to build your brand and your online presence and then discover that you’re receiving negative reviews. Those reviews can negatively impact your sales and revenues, which in turn can be very hard to deal with the fallout.
Here are 5 ways you can successfully combat bad reviews.
- Respond immediately to bad reviews.
Whatever the feedback, however mean or spiteful you feel it is, you need to respond immediately. You must respond in a positive way, offer a means of resolving the issue, and apologize and if you get a response post an update on the review as well. If the review makes steam pour out of your ears and you just want to scream and shout, calm down before you respond. You can’t control the reactions of others, but you can control your reaction to them.
- Acknowledge the problem.
Usually, if you’re encountering bad reviews, it means you’ve got an issue with your product or services that need to be fixed. That’s when you can use these online reviews as an opportunity to improve your business. Getting poor reviews about your product or service? Perhaps your product/service is flawed. So, it’s time to go back to the drawing board and make serious fundamental changes. Are your prices just too high? Or, perhaps you miscalculated your price positioning based on the competition. Complaints about product delivery or customer service? Or maybe your product placement/distribution simply needs a tune-up. You have to first acknowledge the problem and then strategize on fixing it.
- Don’t let your bad reviews burn a hole into your brand reputation.
Review websites are there to provide transparency for the consumer. Show the consumer you understand this by replying publicly and positively to the review in a calm and respectful manner. Address the issue and how you plan to resolve it. Most people will be impressed with your willingness to interact and find a solution that they often repost a positive review later or remove their negative review. No matter how rude or hurtful the review is, don’t respond to it in a negative way. That just makes you look defensive and your brand a fraud.
- Increase 5-star reviews to push bad ones down.
Every business owners at some point have had something negative about their business being said by someone. A way around this is by working to get more 5-star reviews from other customers. This automatically pushes the bad review(s) down the list. You should also make sure to have more positive reviews than negative ones. Many customers who look at your reviews also go back to check if you have fixed the problem at hand, so make sure to work on complaints made by customers promptly.
- Use a review funnel to prevent future bad ones.
Review funnels are the best method of getting a 5-star reputation on popular sites. Reviews are just as important to your business as word of mouth, so it is mandatory that the majority of your customers (if not all) leave a review after using your product or services. Review funnels help to leave reminders for your customers to review your business. More customers leaving reviews translates to more exposure and ultimately better business.