Our last blog post discussed the positive side of negative product reviews. Not only can negative reviews provide valuable feedback, but your response can have a beneficial effect on your business. Here are a few pointers:
1. Respond! It’s tempting to simply ignore bad reviews, but if the review reflects on your customer service, that’s the worst thing you can do. Do your best to ensure customer satisfaction, then post a response explaining the steps you’ve taken.
2. Thank the Reviewer. Start your response by thanking the reviewer for bringing a problem to your attention, or for caring enough to take the time to write. Consider customer feedback your report card; it’s essential to help you determine what you’re doing right and where you need improvement.
3. Ask Reviewers to Contact You. Sometimes reviewers post a criticism of a company’s customer service without ever contacting the company first. In that case, include that fact in the response you post. State clearly what you’d be happy to do for the customer if they contact you directly. If they do so, post a follow up after the issue is resolved.
4. Encourage Reviewers to Follow Up. When a situation that’s been discussed in a customer review has been resolved, ask the reviewer to write a follow-up post explaining the outcome.
For some examples, both good and bad, of how companies handle negative reviews, have a look at www.gardenwatchdog.com. Read a few company responses, and you’ll quickly see how a company can rise or fall in a prospect’s estimation based on how they handle negative reviews.
