Google Reviews can seriously impact your business’s reputation. With 84% of people saying they trust online reviews as much as they do personal recommendations, it’s no wonder reviews can greatly influence customers’ views and purchase decisions toward your products and services.
So what should you do when you get a bad review? First of all, don’t stress! Although the initial feeling isn’t great, there can be positive outcomes if you handle the situation correctly.
The way you handle a bad review will reflect on how you feel about customers’ concerns and whether or not you’ll provide good service. Remember, you aren’t speaking only to the person who wrote the review. You’re speaking to everyone who reads it, including future potential customers. Here are some important things to remember when you’re drafting your response:
Whether the review is positive or negative, always respond. The last thing you want to do is ignore it or respond too late. Remember, your responses to Google Reviews have just as much of an impact as the reviews themselves.
Always start off your response with an apology, and make sure you go beyond just a simple, “We’re sorry.” Be specific and sincere, as people can easily detect authenticity. In situations where the issue wasn’t even your fault, still apologize.
After making a sincere apology, be sure to address the customer’s concerns by offering an explanation for what happened. Aside from appearing more human and being accessible to potential customers, responding to negative reviews can help squash any misunderstandings people may have about your services and intentions. Perhaps the client was confused on what exactly your services entailed, or maybe you did make an honest mistake. Whatever it is, an explanation can show your customer’s that you care beyond an issued apology.
If you want bonus points, you can go a step further by explaining how you’re going to prevent the same misunderstandings or mistakes from happening in the future. This shows you’re being proactive about permanently resolving customer problems.
Let the customer know you’re serious about resolving their complaints by offering an immediate resolution. This could come in the form of offering the phone number to a customer service rep, redoing services free of charge, giving a partial refund, etc. If you do a good job in resolving your customer’s concerns, they may update their review with something nicer.
It’s important to note that getting a negative review isn’t always a bad thing! You just need to learn how to leverage them to your advantage.
People are often highly suspicious when they come across a company rating that has 5 stars across the board. A study by Reevoo found that 95% of customers suspect that reviews are censored or fake if they don’t see any negative ones, and 65% trust reviews more when there are both negative and positive ones. A couple of bad reviews might not be so bad after all.
People read reviews to determine whether services are suitable for them. When they find a business with both positive and negative reviews, they feel better knowing they can analyze whether the benefits outweigh the drawbacks. People who know what they’re getting themselves into are typically more confident in their choices, meaning negative reviews are an important part of the customer journey.
Feedback is helpful in seeing your business from a consumer’s standpoint and detecting where your services may be lacking – after all, no one’s perfect. You and your team can take the opportunity to improve your services to better meet the needs of your customers.
As you continue to learn and make positive changes, we at Spot On Solutions can promise you that you will see overall growth in your business. Contact us to learn more!