WHY ONLINE REVIEWS MATTER
Online reviews are crucial for businesses in today’s digital age. They can significantly impact your reputation, credibility, and ultimately, your bottom line. Here are some important statistics to consider:
Consider these statistics from BrightLocal:
Star Ratings: 57% of consumers will only consider using a business if it has more than 4 stars.
Negative Reviews: 40% of consumers will choose not to use a business based on negative reviews.
Response Matters: 30% of consumers value how a business responds to reviews.
Reading Responses: 89% of consumers read the responses that businesses provide to reviews.
Clearly, online reviews play a significant role in shaping consumer perceptions and influencing their decisions. Therefore, it’s essential for businesses to understand how to handle reviews effectively.
It’s worth it to note that the amount, frequency, rating, and even content of the reviews you receive on Google actually influences your rank in the local map-pack. The amount and the ratings alone do not determine your ranking. It’s also suggested that an owner’s response helps influence ranking signals.
Removing reviews isn’t easy and is sometimes impossible. But they can be handled well enough to actually help your business.
RESPONSE TO NEGATIVE REVIEWS
When dealing with negative reviews, it’s crucial to approach them with a clear strategy. Here’s a step-by-step guide on how to handle them:
Don’t Take it Personally and Stay Calm: Before responding to a negative review, take a moment to calm down. Emotional responses can escalate the situation. Remember that the customer may be upset and didn’t take the time to cool off before writing the review.
Respond Quickly: It’s 2019, there’s no reason you can’t respond quickly, especially considering there’s a computer in your pocket. Customers know this too. Over 86% of customers expect a response to their negative review within the first 3 days. Whatever site you can get reviews on, I suggest setting up your business account to email you notifications when this happens. Yelp, Facebook, Google, and Houzz all do this.
Responding to fake reviews shows you’re attentive and ready to communicate with your customers no matter the issue. Imagine seeing a scathing negative review on a new sod cutter with no response from the owner. It would seem like people are having problems with it but it’s not being addressed by the manufacturer. Either they don’t care or they do not communicate with their customers. Either way, chances are I’m not buying that sod cutter.
If the review is over a week old, you’ve lost your chance to redeem yourself. But it’s okay if you have older reviews and you’re just now reading this. Just do so moving forward.
Your customer complained because they’re unhappy (no matter how much of a douche they’re being). They’re expecting a response from you quickly. Or you’ve already heard them first hand complain to you, now they are taking it public because it didn’t get resolved. First, let’s be honest, all issues need to be resolved as soon as possible. If they’re not, you run the risk of getting negative online reviews where responding to them publicly makes it more difficult to come to a solution.
People care about the frequency which reviews and responses from the owner are coming in.
Apologize to the Customer: Regardless of whether the complaint is valid or not, apologize to the customer for their experience. Use language like, “I am sorry you feel that way” or “I sympathize with your situation.” This shows empathy and a willingness to address their concerns.
Speak in the First Person and Sign Your Name: Make your responses personal by using first-person language (e.g., “I,” “me,” “you”) and sign your name. Customers want to feel like they’re communicating with real people, not automated responses.
Avoid Blame, Excuses, and Defensiveness: Refrain from blaming the customer or making excuses for any issues. Being defensive can harm your credibility. Instead, focus on finding a solution.
Offer a Solution: Always offer a solution or a way to resolve the issue. Even if the customer’s complaint seems unfounded, express your willingness to address the problem. For example, you can say, “We would be glad to take care of that for you at the appropriate price for the add-on.”
Thank the Reviewer: Whether the review is positive or negative, thank the reviewer for taking the time to provide feedback. Show humility and a commitment to improving your business.
By following these steps, you can effectively manage negative reviews and demonstrate your dedication to customer satisfaction. Remember that potential customers often read responses to reviews, so how you handle them can leave a lasting impression.
EXAMPLES OF HANDLING NEGATIVE REVIEWS
Here are some real-world examples of how businesses responded to negative reviews:
Example #1: Reviewer: Ian Review: Critical of the business signs and accused the company of poor practices. Response: The response addressed the concerns but lacked a personal touch and promptness.
Example #2: Reviewer: Ryan (Google Local Guide) Review: Detailed negative experience with photos. Response: The response apologized, but it could have been more personalized and offered a specific solution to the issue.
Example #3: Reviewer: Unhappy Customer Review: Complained about miscommunication regarding design costs. Response: The response apologized and acknowledged the miscommunication. However, it was delayed, which may have affected its effectiveness.
Handling negative reviews requires a delicate balance of empathy, professionalism, and a commitment to resolution. If you need assistance with responding to negative reviews, feel free to reach out for guidance and support.
Do you have a negative review that you need help with? Contact us at hello@groowgroup.com, and we’ll assist you in crafting an effective response.