Love it or hate the customer review is here to stay! “According to a new survey conducted by Dimensional Research, an overwhelming 90 percent of respondents who recalled reading online reviews claimed that positive online reviews influenced buying decisions, while 86 percent said buying decisions were influenced by negative online reviews”. Good reviews bring in new business. Bad reviews scare potential and even existing customers away.
Bad reviews can haunt your business for the foreseeable future. And now with mobile technology finding business reviews has never been easier. So how do you deal with poor reviews?
- Follow up on ALL complaints (no matter the platform): rather than becoming defensive listen to unhappy customers, reimburse them, make changes then ask them to remove or revise their review
- Don’t overreact: Complaints that show up on the third or fourth page when searching are not as likely to be seen, but still address all complaints
- Encourage happy customers to use review sites: Happy customers are always less likely to review but encouragement goes a long way!
Businesses should also be made aware of online reputation-management services. Many businesses see a negative review and instantly want it removed or buried. There are ads out there promising to do just that…“100% guarantees to get rid of unwanted Yelp results” for a base fee of $5,000″. This industry is now facing reputation problems of its own.
Most consumers appreciate the acknowledgement and an attempt to make things better. Keep your chin up and don’t be afraid to ask a happy customer to review your business! “Customer experience matters even more when opinions are shared with the entire world”.
Have you ever left a bad review of a business? Did the business ever respond?