When our business encounters a positive review, there is nothing much to do but to relish the fact that it affects it in a good way.
They are beneficial in the sense that it can improve our reputation, lure customers which increase sales, enlarge profitability, and even amplify the ranking on search engines. However, when we have to deal with a negative review, things do not look so shiny and bright. Can they be that bad? A simple yet clear answer would be yes. They can have devastating effects on any trade regardless of how small or big. Just as much as a great review has an impact, so does the non-welcoming one. Opinions that are written online by the consumers are being more powerful as technology evolves further.
There is no need to be depressed, though. There is always a way of turning things around and use the situation and steer it in a way that is useful for your company.
The Good and the Bad
When things go smoothly, there is not much to complain about, and everything just goes in the direction you want it to. If the ratings are high, naturally, the buyers will choose you over the competitor with bad grades. Positive feedback from previous experiences enlarges the possibility of someone choosing your company. Google will have signals that your firm is at the top and will automatically place you in higher ranking when it comes to search engines. Another benefit of being classified as exceptionally good is that there is no need for the remodeling process.
Not taking action is the worst solution. It can lead to unwanted results that may ruin any kind of commerce. Most of them come from browsing reviews. If you are wondering, “Are there examples of things going in the wrong direction?”, the answer will not make you happy and will surely make you think. Company search engine ranking can be lowered if the star rating is poor. If consumers see a lot of them on various websites, it changes their perception towards that particular brand.
Reputation could be also put to risk. Potential customers will not trust the company with low marks and are less likely to give a chance to the trade. The problem is harder to fix if the huge number of non-supportive comments are stacked for a long time and not to mention that rebranding and regaining trust is difficult.
How Can I Make It Better?
Panic has never done well to anyone. Before one starts dealing with the problem, the head must be clear with a certain goal in mind. There is always room for improvement, and that should be all that matters. Naturally, setting your mind in getting more reviews that are pleasing to hear is a good start, but mending the mistakes that led to those questionable ones should also be a priority. It would be best to respond to both types of assessments. Research has shown that firms that respond to more than twenty percent of reviews receive thirty-three more income than the ones that do not pay much attention to them. Also, Forbes insists that forty-five of consumers will visit a business that answers to negative critiques.
Try to solve the issue even before the customer posts it online, if possible. Another way is to apologize for their bad experience and promise them that you will try to resolve the matter and work on it. If the comment that is undermining your company has already been put up, it means that the buyer sees the situation as serious, and thus you should treat it as urgent. Showing empathy and understanding is a good thing, as well as a quick response. Offering to fix the problem is another solution that can keep the shopper calm. An even more effective impact will be if you make a suggestion to converse over the phone and not only through email. That would show your willingness to help.
You could also make an investment in intelligence tools or reputation management that can help you deal more effectively with unenthusiastic reviews.
In this day and age, when the internet is easy to use and reach, online reviews can build up or bring down your or competitors’ line of work. Customers can painlessly with a click of a button post their opinion about the firms that have had experience with. When we take all into consideration, the best option for business owners is to go heads on with potential complications, and that way, they can ensure the prosperity and success of their company.