How to handle negative reviews
As an online business owner, you know well that a business cannot be perfect all the time. Different situations happen, either by your mistake or not. So one day your business gets a negative review somewhere because the client has had a bad day or you have really screwed everything up. What should you do then? Here are some tips for you.
Connect with the client
No matter whether you are right or wrong, you can connect with the client and settle down the situation. Ask what’s happened, apologize, and give some help or guidance. The chances of getting a loyal customer instead of a frustrated one are quite high.
Surprisingly, those clients who faced a problem (with delivery, things they bought, etc.) and got help from the seller company are much more loyal than those customers who never faced any problem with the services.
Turn bad into good
If you solve the problem of a frustrated customer, he can change his review (don’t forget to ask him for that) and give high score to your after-sales care. In addition you can give this customer some points or gift card on the next purchase. This doesn’t mean trading for good reviews, it means you care about your clients and time they spent on the problem and want to compensate it.
Fix your product or service
If there really was a bug in your service or your product turned out to be faulty, apologize for that. Then fix or change the product in order to avoid such situations in the future.
If such situations happen quite often, it’s time to reconsider your policy. You should understand that one-time purchases are ok but long-term relationships are much better. In other words, it’s cheaper and more productive to save old clients than attracting new ones. Of course, it doesn’t mean that you shouldn’t attract new customers, but having a community or even a small group of regular loyal customers will always help you go though hard times.
Get more positive reviews
If you can’t do anything with a bad review or reviews, try to get more positive reviews instead. You can run a product request campaign in Magento to remind your previous customers to leave their reviews. You know how hard it may be to get a positive review from a customer; it’s much easier to receive negative ones. So remind your clients about your company and ask them to share their experience with others.
Bad is not always bad
Having only positive reviews may look suspicious as people tend to believe negative experience more than positive. This means that having a couple of not so good reviews among good ones will make your company image more credible.
As you can see, there are many ways to handle negative reviews and stay on the top. Constant service or products updates, maintaining good relationships with customers should always be a priority for you!