Do you get negative reviews on your product or service? How do you deal with them?
It may feel strange but sometimes negative reviews isn’t a bad thing to small businesses.
When people are browsing your products or services, it will feel natural for them to see a mixture of positive and negative reviews. If all you have are positive reviews it may seem staged.
Negative reviews are great insight into ways to improve your product or service as well as an opportunity to show the world how you do things when things go wrong.
So how do you handle negative reviews? Here are some few tips.
- Respond promptly
- Be polite
- See the good in a bad Review
On a negative review, make sure that you reply very fast telling your customer that you are sorry for the experience even if it’s not your fault. The next step is to fix the problem as best you can.
The customer will most probably be grateful when you fix the problems quickly.
If the negative review is subjective, be polite and say you are sorry. As a small business, your goal is to convert and provide solution to your customers. All your efforts should be directed towards that.
Remember that mistakes do happen and you should be ready to solve problems and help your customer.
Whether you receive good or bad reviews on your products or services, treat them as important.
You may perhaps enjoy this story, but please don’t emulate it. It was told to me secondhand. I don’t personally know the people directly involved.
Someone bought a business that provided janitorial services to businesses. Mostly offices, but some retail outlets and restaurants.
As he went through the numbers he realized that one sales person brought it over half the total sales. To find out why he went to visit that sales person shortly after he became the new owner.
The meeting occurred in the salesman’s office. Shortly after they started talking the salesman’s phone rang. He seemed shocked by what he was hearing. Promised he would make it right and do so right away. After he hung up he explained to the new owner than a new customer had an issue and he needed to visit him right away and asked if they could continue their meeting later. The new owner agreed.
The salesman grabbed a box of chocolates from the top of a stack of boxes of chocolates and left.
He returned in a few hours with a new order from the same customer.
The new owner was intrigued by the box of chocolates and when he saw the salesman had returned he asked to continue their conversion.
It turns out this salesman had a very unusual strategy for creating a bond with new customers.
He actually INSTRUCTED the cleaning crew as to where his contact at the office sat and further instructed them to not clean something obvious and to break something that was ordinary and cheap.
When the sales person arrived at work the next morning he was expecting the complaint phone call from his customer contact and was ready to respond immediately.
What impressed the customers was the speed and strength with which the guy “fixed” the problem. What they never knew was that he engineered the problem in order to be able to rush in and be the hero.
I’m not recommending you emulate this person. I’m merely illustrating the power of being a responsive advocate for your customers.
In conclusion, while (again) I am not recommending you emulate this sales person, be willing to quickly address your customers concerns to show your willingness to hear them and offer them a solution to their problem.
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