Bad Reviews? How to Arrest the Situation
A guest post by the Kudobuzz team. Kudobuzz is a simple widget that displays selected positive social buzz, or “kudos”, on your website. Kudubuzz makes your website more customer-centric while improving your SEO.
Well, if you don’t know by now that reviews can be a great way to increase conversions on your site, you’re missing out big. I mean real big.
So many studies have shown a positive correlation between having reviews on your site and an increase in conversion. One of such studies, carried out by Ipsos Open Thinking Exchange (OTX) found out that 78% of Americans report that online reviews help them decide whether they should purchase a product.
The good news is that many online merchants and small businesses are already collecting and displaying reviews on their site.
However, while collecting reviews, there’s one big challenge you are faced with: having to deal with bad or negative reviews.
Negative reviews can make your blood boil, which is understandable since no one likes negative things said about his/her person or business. Given the chance, everything in our lives will be positive, but unfortunately, life isn’t all positives and that’s why we should learn to handle negative comments about ourselves and our businesses.
Negative reviews are almost inevitable. When they are made, it’s important to keep your cool. This will allow you to take control of the situation and respond politely and appropriately. If you’re able to do this, you’ll not only be appeasing a dissatisfied customer but you could succeed in changing the negative review into a positive one.
When that negative review comes in next time, think about the following to help you keep your cool.
Bad reviews can be overturned
For some, there’s a thought though erroneous that once a review is made and it’s negative it can’t be undone. These thoughts cause small businesses to panic at the sight of negative reviews. What happens next? They are defensive if they choose to respond thereby worsening the situation.
Take it from me, bad or negative reviews can be overturned. As a company that has apps on Shopify and Bigcommerce among others, we deal with negative reviews once in a while. Most of the time we’re able to turn those bad reviews into very good ones.
How do we do that? We keep our cool, apologize to the customer and go ahead it to address the issue promptly and completely. You can do same and then, remember to request the reviewer to update the review once he/she is now satisfied.
Bad reviews are feedback
Did a change in pricing cause that negative review or it was a late delivery? Whatever the action or inaction that resulted in you getting the bad review, reviews are a form of feedback especially the bad ones. Take them warmly and use them to improve your business.
People mostly give reviews to businesses that made an impression on them. Be glad to have made an impression on this customer and use the bad review to improve your business.
You need bad reviews in the mix to make the good reviews believable
Got only good reviews displaying on your site? The potential customer might begin to question the authenticity of the reviews. Got only bad reviews? Well, you’re screwed.
To really build trust with reviews, you’ll need a good mix: a few negative reviews among mostly positive reviews. A study by Revoo found out that 68% of consumers trust reviews more when they see both good and bad scores, while 30% suspect censorship or faked reviews when they don’t see anything negative at all.
Just make sure the negative ones make up a very small percentage of your total reviews.
The next time you receive a bad review,
- Keep your cool
- Respond promptly and appropriately to the issue(s) of the review
- If the reviewer is now satisfied, ask him/her to update the negative review.