{"id":1764,"date":"2017-08-02T10:48:25","date_gmt":"2017-08-02T15:48:25","guid":{"rendered":"https:\/\/www.headwaycapital.com\/blog\/?p=1764"},"modified":"2020-10-05T16:13:36","modified_gmt":"2020-10-05T21:13:36","slug":"minimize-effects-negative-reviews","status":"publish","type":"post","link":"https:\/\/www.headwaycapital.com\/blog\/minimize-effects-negative-reviews\/","title":{"rendered":"Monthly Challenge: Minimize the Effects of Negative Reviews"},"content":{"rendered":"

No matter how flawless your customer service practices are, you will inevitably be faced with an unhappy customer who may post their feelings online. Now potential customers that have never even been exposed to your product or service may opt to use a competitor based on one person\u2019s negative review. Unfortunately for many small business owners, you\u2019re not alone. Nearly half of adults in the U.S. say their Google search results are negative.1<\/sup> We also know that has a grave impact on the customer experience: 88% of consumers admit that online reviews have influenced their purchasing decision.2<\/sup><\/p>\n

The reviews we receive greatly affect how customers view the business, and as such, should be handled in a particular way, whether they\u2019re negative or positive. While we hope all our reviews are positive, there will come a time when you will have to manage a negative review. Here are a few ways you can diffuse the situation and control the outcome of the customer\u2019s experience.<\/p>\n

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1. Regularly Monitor Reviews<\/strong><\/h2>\n

A timely response is the first crucial step to managing the problem. A slow apology or latent solution gives off the impression that their satisfaction is not a priority to you. Instead, have a system in place where you are aware of reviews right away and can address any issues within 24 hours. You can enable notifications for some review sites, but others you will have to manually check. If that\u2019s the case, set an appointment for yourself at the same time every day, much in the same way you check your email. Taking small moments here and there can help prevent bigger issues later on.<\/p>\n

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2. Understand the Problem<\/strong><\/h2>\n

Read through the complaint and make sure you completely understand the problem before you respond to the review. This step is not always as straightforward as you may think. When you\u2019re reading online reviews, you don\u2019t have the benefit of hearing the customer\u2019s tone of voice or seeing their body language. You have to interpret the complaint as written, which, depending on how emotionally charged the review is, can be a major challenge. Is it the product itself that disappointed? The range of products available to meet their needs? The employee that helped them with the purchase? The possibilities are endless.<\/p>\n

If the negative review is straightforward, answer accordingly. If you can\u2019t quite decipher what the customer really needs, don\u2019t be afraid to take it offline. Respond to the review with a request to follow up via phone or in person so you can clarify the issue at hand. That way, other potential customers will see you\u2019ve responded to the complaint and you can get to the bottom of the problem with the current customer.<\/p>\n

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3. Use the Feedback<\/strong><\/h2>\n

Just because the review you received is negative don\u2019t mean it\u2019s without merit. Instead, reflect on the issue from start to finish. Ask yourself the following questions:<\/p>\n