Bad reviews can work against a company’s sales and reputation. However, most small businesses fail to create a plan on how to handle negative feedback until bad reviews affect sales and customer trust.
The following strategies can help businesses effectively manage bad reviews.
Ask for feedback – Always request customer feedback after each purchase. Businesses can request feedback by email, provide a digital or paper feedback questionnaire in-store, or direct customers to a feedback form on their site.
Trained customer service personnel – Trained customer service personnel will know how to handle a disgruntled customer without further aggravating the situation. The training process should include an SOP manual to provide a consistent customer service experience.
Reviews matter – Most customers read reviews before buying online or shopping in-store. Customers are said to believe that reviews offer unbiased information about a company which increases their level of trust. Thus businesses with mixed or bad reviews are more likely to lose out on sales to a competitor. A customer service team that gives more attention to customer reviews can over time improve the quality of reviews that are viewed online.
Check reviews often – Google notifications plus alerts on social media and review platforms can help to identify reviews as soon as they are posted. Addressing reviews quickly can reduce customer complaints on multiple platforms, making managing and deleting a review easier.
Finally understanding that negative reviews are an opportunity to improve a business can make receiving and handling negative reviews a pleasant, natural business experience.
Revdex is a new online business directory. Consumers can post a review for any business, even if there is not an existing profile. Businesses can create their own profiles and respond to reviews. Revdex tries to provide a positive experience both for consumers and businesses.
Consumers can post negative business reviews and report online shopping scams.