Too many business owners hide from negative reviews and miss one of their greatest growth opportunities.
When was the last time that you looked for a negative review of your business online? For many, the answer is never. We’re too busy trying to please our customers and manage day-to-day business to read reviews from people who weren’t satisfied with their experience.
If you are ready to use the power of negative reviews to boost business, follow these tips:
- Don’t Take it Personally
It’s understandable to feel flustered when a customer complains online, especially if it’s the first time that you’ve been called out for poor service. But dwelling on negative feedback can easily send you down a rabbit hole of anger and indignation. Focus on what went wrong and how to avoid repeat incidents in the future, rather than who’s to blame.
- Be Honest
Some business owners try to minimize bad reviews by providing a more positive portrayal of their business, but this only backfires in the long run. You may get away with it for a while, but when customers find you aren’t truthful, they will take note and stop trusting your company completely. Own up to your mistakes and always communicate openly and honestly with customers.
- Own it
If you’re going to be honest, own it when things go wrong. Instead of shifting blame or pointing fingers, acknowledge what went wrong and move on quickly.
Follow through by sharing the steps you are taking to fix the mistake, apologize sincerely and invite customers to reach out with any feedback. By owning up, you show that you care about your business and value your customer’s experience.
- Be Proactive
Start a conversation online by responding to negative reviews as soon as possible. Respond with an honest and open tone and ask for more details about what happened. By listening to your customers’ concerns, you can find out exactly where the problem occurred and prevent it from happening again in the future.
Taking the time to read, respond, and react to your negative reviews allows you to build a better relationship with your customers.