Do you know how powerful reviews are? Good reviews could increase your sales while bad reviews could cause them to decline.
We all want positive reviews but let’s face it. Even though we strive for every customer to have a good experience, there is always going to be someone who doesn’t agree with the way we do business or had a negative review.
If you have a business it’s a good chance that you are going to get some negative reviews from time to time, don’t worry it happens to the best of us.
But what if there was a way to benefit from a negative review? Impossible you might think but have you ever heard of looking at losses as an opportunity? In this blog, I’m going to show you how to do just that. I’m going to show you how to benefit from negative reviews.
The Power of The Review
The power of reviews is overlooked. When customers share their experiences with your products to the public it allows others to see if your product is worth purchasing or to see if your product solves the problem that it promises to solve.
Reviews will help build that foundation of trust between you and your customers. I know that if I see a product got a lot of great reviews I would be more inclined to buy the product.
Customers pay more attention to Negative Reviews than Positive
Positive reviews do influence customers to make purchases. But what about the negative reviews? Why do they matter so much?
- Customers want to know the biggest shortcomings of the product.
- If any factors will cause the product not to work for them.
- Want to see any negative experiences that the people have had with the product.
- See if there are more negative comments than positive ones.
Keep in mind that customers aren’t looking for 5-star ratings (these often look fake or too good to be true). Ratings such as 4.2 to 4.7 look realistic.
Customers also look to see if they can relate to the review. If they can’t they are likely to ignore it.
For example, if a customer is looking to buy a table and they come across a review that says “I didn’t like the color of the table” they might be quick to overlook this review because it’s a personal preference and doesn’t have anything to do with the product’s function.
How to Use Negative Reviews for your Benefit
Here are a few reasons you should display your reviews publicly (negative and positive).
You want to be an open book to your customers. Showing negative reviews on your website shows your customers that you aren’t afraid to show everything about the product.
It shows that you are with your customers every step of the way and they could feel that you are being honest with them.
Improve Your Product
We all need constructive criticism in our lives. Negative reviews will allow you to gather data regarding what your customers don’t like about your product. That will allow you to fix or improve your product so that it will be a better fit for your future customers.
Reviews don’t just offer negative feedback, it also offers positive things about your product as well. If you see many positive reviews about a particular feature of your product you should promote that feature.
Deliver what the customers want and I promise you will see a boost in your sales.
Showing your reviews can increase conversion rates. Reviews offer people more insight about your product. People will trust previous customers before they will trust you. Positive and negative reviews offer customers’ the truth about your product.
How to Respond to Negative Reviews
The way your company acknowledges reviews can say a lot about your brand. When you reply to reviews you show the public that you care about your customers.
You should do the following things when addressing a negative review:
Thank the customer for their feedback: Let them know that their opinion matters.
Emphasize with the customer: Put yourself in the customer’s shoes. How would you feel if you had a negative review with a product? Channel those feelings and implement them when talking to your customers.
Offer a refund, exchange, or return: Let the customer know that you are fixing the issue.
How to Reply
There are two ways to reply to a review. You could reply publicly or privately. I will explain both below.
Public reply: you have to be careful with what you say because other customers can see your reply. Public replies also show your customers that you care for them.
Private reply: This can be done through email, phone number or through DM. This allows you to respect your customer’s privacy while giving you the chance to fix the issue. Your replies can be screenshotted so also be cautious with what you say privately as well.
Use Your negative reviews to your advantage. They could help create further business and show your customers that you care for them. Remember there is an opportunity in every situation. When you use these tactics in your business please feel free to share with us how they worked out for you.