The digital era is based on reviews. And thus online reviews matter.

In the digital landscape of e-commerce customer reviews are the most trusted ways to pick a product or service. Among 84% of people affirm that they trust online reviews as much as personal recommendations. Customer reviews are a known way to enhance your customer-business interactions and improve your organic visibility and website traffic. Your potential customers are affected by the customer reviews on your website. It greatly assists them to make their decision of whether to patronise or not patronise your business. So, online reviews act as a splendid way to give your potential and target customers a fair idea of the effectiveness and quality of your specific product, service, or business.

Positive online reviews are a boon and act as a powerful part of your business marketing toolkit. Yet, when negative reviews pop up or surface amidst these positive reviews it becomes a curse. That’s why it becomes an utmost necessity to accept, engage and respond to customer reviews always – whether positive or negative.

It becomes a difficult thing to take on harsh criticism and respond to it likewise. Yet, negative reviews are a smart way to learn about your business, address pain points and bring solutions.

 

But this ain’t a perfect world and negative reviews are an unavoidable phenomenon. Although negative reviews can be painful, both emotionally and financially, it allows your business to face the music. Handling negative reviews from customers in a right way acts as a crucial element for your brand’s image and reputation. 

 

We bring you 5 tips on how to deal with negative customer reviews on your website to grow your business–

#Tip 1 – Be a good listener –

Yes, you are correct. 

While thinking about how to answer a negative review the first thing to consider is to become a good listener.

The best way to receive negative feedback is to listen and understand what your customer has to say about it.  The feeling of being left unheard is a painful experience. People are driven by emotions and they are often governed by the feeling of being heard. And they need an understanding and empathetic listener. 

Not interrupting, and listening carefully is the most appropriate way to respond to negative feedback. Being patient, empathetic, and attentive to your reviewer makes it easier to have good communication. However, refrain from getting emotional or binding yourself personally to such instances.

Genuinely caring about their problem makes them feel entitled to the attention they deserve. This assures them that you are ready to act on whatever’s troubling them and they have found a business that cares about what they need.

Apart from establishing a positive relationship with your customers, being an attentive listener allows you to ascertain the drawbacks of your business. This way you can focus on those specific parts where you need to be mindful.

 

#Tip 2 – Be quick, honest, and thoughtful –

Time is valuable. Also, time is the key to returning all your review responses - especially the negative ones. They need to be quick, honest, and thoughtful.

Feedbacks are critical. However, these reviews are worthy to help you understand the not-so-smooth aspects and the pain points of your customers. After all, these are their everyday experiences with your brand.

Being quick, honest, and thoughtful reveals to your customer that you made an effort to put yourself in their shoes. When you extend your efforts and try to feel what your customer might have gone through shows your sincerity.

This will also answer your dilemma of how to reply to a negative review. Try to use an empathetic tone, and keep your approach thoughtful. Have open communication with them and convey that you deeply understand how they feel. Being honest about the entire situation will help you to relate with your customers. Try to include phrases like “If I had been at your place, I would have done the same” or “If this had happened to me, I would have been upset as well”. 

 

#Tip 3 – Ask questions and take some time–

Communication is the key to connection. Communication helps you to set the core value clearly. 

Asking questions to your customers helps eliminate and figure out the shortcomings. It also makes you appear more agreeable and brings clarity to the issue. Asking questions allows you to get the right answers. These answers also let you place yourself in the customer’s shoes and watch it from a different perspective. It further shows your willingness to improve and deliver your best.

Examining an error helps to identify the root cause of the problem, clarify the situation and determine the best possible means to tackle it.

Now, once you’re clear on that, ask for some time. Even if it is essential to respond quickly, it is equally important to react thoughtfully. Take a considerable amount of time to gather the proper information and collect your thoughts before your respond. As this particular response will have the power to either make or break your brand image. Be clear and empathetic about the situation and assure your customer that such instances won’t ever happen again.

 

#Tip 4 – Be optimistic and suggest a solution–

There’s good in everything. Why not try finding some good aspects in the negative reviews?

Nasty negative reviews are hurtful indeed. Regardless, try to keep your tone and vision optimistic. Don’t take it personally and try to approach it in a calm manner. Don’t get all worked up and only think of the customer and their displeasure and offer an apology.

Remember, all feedback is useful feedback. Take all the negative reviews seriously (not in a personal sense though). Be thankful that they took the time and pointed out the mistake to you. Even if it is harsh appreciate the fact that this occurrence is giving you a chance to rectify it.

Now, work on your flaws, imperfections, and all those pain points that your reviewers pointed out. Once you are aware of the issues, work on suggesting a clear way to fix them. It could be a difficult situation too, but, resolving the issue right away is a much smarter option than losing scores of potential customers. 

If possible, try to incorporate your customer’s advice and come up with something wise and helpful to both of you.

This is actually quite a strategic way to solve and improve from negative reviews. It also helps you develop a bond with your present and targeted customers. Get to the bottom of why such a fault occurred and without blaming anyone try fixing it up so that such a thing never happens again.

#Tip 5 –Be professional and keep personal feelings at bay–

It is just an expression. You don’t have to take it as a personal attack. 

It’s human nature to react or feel hurt when we get negative feedback. Thus the key is to distance your emotional self. Think of it as your doctor’s or therapist’s advice and do what you need to do. Try to keep an open mind and handle it like a true business professional. 

You must be wondering why you should respond to negative reviews. Remember, even if you’re a business customer. So, keep your approach thoughtful and give a unique and authentic response. But don’t make it sound aggressive or attack or retaliate. Genuinely apologize for the mistake that made them upset. And remember to accept the criticism and feedback as part of business learn from them and move on.

 

Conclusion –

Maintaining a healthy brand image is important for every business. Ensure that you keep your website under routine maintenance. With these above-mentioned “5 tips on how to deal with negative customer reviews on your website”, you can stay on top of your brand reputation. 

To summarise, you can attract more customers but master how to respond to negative reviews correctly and tactically. All you need to keep in mind is to –

• Be a good listener

• Be quick, honest, and thoughtful

• Ask questions and take some time

• Be optimistic and suggest solutions

• Be professional and keep personal feelings at bay