How to react to negative reviews of your Online Business

 

How to react to negative reviews of your online businessIt is a well-known fact that it is impossible to please everybody all of the time.  When you are operating online you will, sooner or later, air an opinion that some people disagree with, slip up on service delivery, or deliver a product that is not up to the expectations of a customer.

 

You could be on the receiving end of negative reviews as comments on your blog or on one of the many social media sites.  The best is to be prepared and decide beforehand how to react to negative reviews of your online business.  It always takes quite a few positive reviews to cancel out a single negative one.

 

Mikal E. Belicove provides a few good tips on how to react to any negative reviews.  Mikal is an Internet consultant specializing in website usability and business blogging. His website is MikalBelicove.com.  You can find his complete article here.

 

Reviews show up in a number of places, including sites like YelpAngie’s List, and TripAdvisor, as well as in comments or full-on posts on blogs and social media utilities.

These reviews offer word-of-mouth advertising, and consumers are not shy about participating — offering both positive and negative opinions about your business. There can even be an impact on a company’s bottom line: according to a study released last summer by Boston-based strategy and communication agency Cone, 80 percent of consumers said they changed their minds about purchases based on negative information they found online.

Business owners now need to resolve any issues to get their marketing back on track. Here are my tips for resolving negative user-generated press:

  • Respond quickly. A quick response is always the best way to diffuse a poor review of your company or product. Don’t wait around for more readers to jump on the bandwagon. Nip the issue in the bud.
  • Personalize your response. Introduce yourself by name instead of referring to a faceless organization. Doing so adds a human touch.
  • Check your ego at the door. Take gripes to heart and look for common threads. Leave the finger pointing and excuses to your competitors.

 

It is often so easy to dismiss any criticism as biased, or even ignorance, but the consequences of not knowing how to react to negative reviews of your online business could be dire.

 

Take note of what your customers or potential customers are saying and use that to continually improve your product or service.

 

To your success

 

Deon and Johan Reynders

 

 

 

 

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