You Must Respond to BAD Reviews. But, why?!??
Did you know that over 90 percent of consumers read online reviews? Not only do they read them, but they trust those reviews as mush as personal recommendations. Reviews, positive or negative, play critical role in consumers' buying decision. We all know that positive reviews are much more important for a business in a long-run than the negative ones. However, if you think you can ignore negative reviews, you’re wrong.
Here are top 3 reasons why you MUST respond to negative reviews.
1) Change the perception Ignoring a negative review will send the wrong message to the customer that your business doesn’t care or isn’t willing to resolve the issue. While responding to a negative review shows that you listen to and care about your customers' experience.
2) Gain Insights You can gain more insights about employees, products, and your business from negative reviews from the actual customers. These insights is good for your business because they tell you about what went wrong and how you can improve to prevent it from happening again.
3) Strengthen Customer Relationships Responding to negative reviews is a great opportunity for you to win your customers back by asking for a chance to make it right. You might be able to turn them around and become your loyal customers.
It’s time to start paying close attention and respond to reviews, especially negative ones, on your social media profiles, Yelp, and Google to protect your online reputation and use them to advocate your business.
Don't know where to start? Call us to let discuss the most effective strategies to deal with negative reviews and how to humanize your business to increase profits.