Perfect customer service is what every business strives for,
but as we all know, perfection is not realistic. So, how can we take negative
customer feedback and turn it into a positive? Here are 5 optimistic ways to
interpret negative reviews, and why your business should be proactive when it
comes to poor feedback.
1. Customers
Trust Businesses With Varied Feedback – A lot of the time, customers can
become suspicious if a company has only 5-star reviews. On the other hand, if a
businesses has more of a variation of reviews, customers are more likely to
believe the truth behind all of the feedback.
2. There’s
Opportunity to Show You Care – You may have lost a customer for one reason
or another, but there is opportunity to gain more when you respond publicly to
a negative review. Customers appreciate when a business tackles poor feedback
head-on, and attempts to correct a problem with an unhappy consumer.
3. Try to
See the Good in the Bad – When reading reviews, it’s common for potential
customers to go straight for the negative to better understand what past
customers have been displeased with. If the reasoning behind the negative
feedback is something the potential customer feels they can live with, chances are
your company is still in the running for their business (especially if they can
see you have responded to the negative review and made an effort to correct the
problem).
4. Negative
Feedback Can Lure Customers That Are a Better Fit – Just because one customer
doesn’t like an aspect of your business, doesn’t mean other customers will
dislike it. In fact, a negative review can show a potential customer something
they really like about your business.
5. Audit
Your Negative Reviews – If you are seeing a distinct pattern in the
negative reviews of your business, think of it as a free auditing tool. Your
customers are repetitively telling you they don’t like something - so change
it!
To learn more about the pros and cons of online reviews and
how you can use them to increase the business of your company, contact Tandem
Interactive. We are a well-established, trendy online marketing agency
specializing in search engine optimization, search engine marketing, PPC,
analytics and online reputation management.
