Do’s and Don’ts of Negative Social Media Reviews
The impact that social media and reviews have on your business is immense. Indeed, 90% of customers look for products and services through online reviews, and 88% trust the reviews they read. What do your reviews say about your company? Everyone likes positive reviews, but negative reviews can be hard to hear and frustrating. do not worry. We’ll show you how they can actually be an opportunity to showcase your work ethic, character, and professionalism.
Reviews can be a double-edged sword for businesses. They increase visibility in search engines and allow customers to learn more about shops and restaurants before they even visit the store, but in recent years, more than ever, customers are turning to online shops. This makes local businesses especially highly vulnerable to online reviews. If you own a business, positive online reviews can mean the difference between customers buying from you or from your competitors.
Unfortunately, even the most customer-centric companies end up with bad reviews, and whether the comments are valid or not, the consequences can haunt the company for years. Even if a review is posted on Facebook or Twitter rather than on traditional review sites like Yelp, the language can still haunt your business through search results.
How to Deal with Negative Reviews and 6 Tips:
1. (Almost) Always Responsive:
With the exception of “trolling” comments, negative reviews are worth responding to. leave a comment. I will always delete or report these comments, but please check them carefully first. Are they trying to make your company or product look silly or ridiculous, or are legitimately disgruntled customers leaving negative reviews? Great care must be taken when dealing with borderline comments. When you delete a dissatisfied customer’s response, you miss an opportunity to please them, and they become detractors of your brand. However, don’t waste your time with comments that try to mock your business.
However, every comment, whether negative or positive, is an opportunity to promote your brand as a brand that cares and delights its customers.Always appreciate positive comments and correct negative comments. Please give me.
2. Be timely, not necessarily fast: A quick response time is considered a good business characteristic, but sometimes it’s better to wait for a response. If you’re upset by a negative review, we encourage you to stay calm and wait to respond. If you’re not sure whether to respond immediately or take some time to listen and think before responding, follow these simple guidelines.
Incorrect information in review – Immediate action is required to resolve incorrect information. Please don’t attack ratings and reviewers. Just cite the facts with the appropriate sources.
The information in the review is incorrect and the customer is dissatisfied – reply immediately to see how we can resolve the issue. Get the facts straight again, do everything you can (within reason) to turn things around and keep your customers happy.
The information is correct, but the customer is providing constructive criticism.It is okay to wait 24 to 48 hours. However, take this opportunity to get an in-depth product review to improve the product.
It seems like a prank or troll – Don’t answer. Again, don’t waste time with people who aren’t very interested in your product or service. There is usually no option to not respond. You may not respond in an unprofessional, dishonest, or mean manner. Your potential future customers will read these reviews to analyze when and how you will respond. The way you respond and how quickly you react says more about your business than a bad review.
3. Use the commentator’s platform: How you respond also depends on who leaves the review. When a social media influencer (someone with a significant number of followers) strays from your reputation, you need the right amount of attention and a quick response.
Comments and ratings from prominent influencers should be prioritized and published as appropriate. Suppose your product receives a negative review from a popular YouTuber. Contact them to improve their product, make changes that make them happy, and ask them to post a new video reviewing their new and improved product. A great way to turn negative attention into a more positive platform for your brand or product/service.
4. Be Honest and Professional: When you’re ready to reply, there are a few things you need to remember to make sure your reply sounds genuine, respectful, and professional. Stay safe and stick to the facts, even if your customers resort to name-calling or false accusations. Even if the brand’s voice is more casual, it’s important to be professional in this area. Don’t tarnish your brand image with profanity or immature language.
5. Admit all your Mistakes: Taking responsibility for each part of the problem is key to making your customers feel valued and heard. If you drop the ball, you own it. Please apologize for any misunderstandings or errors and clarify how you will correct any mistakes in the future. If necessary, find reasonable ways to compensate customers for their troubles. If the bad review wasn’t your fault, use your reply as a gentle way to correct the misinformation in the review. Find ways to appreciate customer feedback, even if it’s hard, so your business can learn from those mistakes and grow. If you have something positive to say, focus on it and appreciate the feedback. Blaming or blaming doesn’t help, so use your responses to remind the client of the facts of the situation and the role you played in correcting it.
6. Don’t Argue: No need to go back and forth in online discussions. Just answer the review with facts and leave it at that. If a customer wants to talk more about their experience, give them your contact details and do it privately. Please be available to answer the phone or provide your email address for a more personal conversation. Don’t get caught up in the comings and goings for all customers to see. It’s childish, unprofessional, a waste of time, and doesn’t help your case.
Conclusion: Negative reviews are not the end of the world. If a customer searches for reviews of your business and finds only excellent reviews, they may suspect something is wrong. People want authentic experiences and reviews. Someone who has had a bad experience but gets a positive response from the company can make the product more appealing than one that seems too good.
The occasional negative review is an opportunity to show your business value and make it clear that your customers’ opinions and experiences matter. Prospects are more interested in how you fixed a bad situation than in the bad situation itself.
As long as you remain factual and professional, replying to negative reviews gives your online audience a glimpse into your business. A quick and sincere response, sometimes accompanied by an apology, goes a long way in turning a dissatisfied customer into a regular customer.