Just one negative review from an unhappy customer can significantly affect your business performance. And the more reviews - the less sales. Let's talk today about how to deal with the negative, what tools are available and, most importantly, how to turn the situation to your advantage and turn it into a point of growth for your business.

Statistics on negative reviews

According to a study conducted in 2019, 93% of users necessarily study reviews about a product or service before making a purchase. Of these, more than half (63%) have left a review at least once. At the same time, 56% of buyers share positive experiences, and only 47% are willing to pull out their negative ones.

So we know that reviews are important and do influence purchase decisions. It is unlikely that you have learned anything new here. So why are we talking about it? Only 9% of people who left reviews always received a response from a company representative. And 91% only occasionally or never received a response.

Think about that number. Millions of reviews that no marketer paid attention to didn't work, didn't become a growth point.

Strategy for working with reviews

In any case, you must apologise if your client is frankly wrong. This will show other potential buyers that you read reviews, respond to them and admit your mistakes.

And secondly, let's take a closer look at the reviews. It is up to them to express their opinion about the product, and this has a direct impact on the success of your business in the future. Do not be rude to customers, as this will result in the loss of a large number of customers.

If there is a negative comment about your products - this is where the most interesting part begins. You may not pay attention to it, but it is possible to try to understand why there was dissatisfaction. For example, - a customer bought a pair of trousers from you, and the quality turned out to be completely unsuitable for sale. Perhaps this is an isolated case and no serious action is required. However, it may be that the whole party has been affected and if we do not take action immediately, the number of negatives for your company will start to grow rapidly.

Negative reviews as a growth point for the company

We have talked in the past about the need to apologise. But, as we said, no one got better. So what's to be done?

If the whole party is at fault, you need to have a serious conversation with the supplier. Maybe it's time to change, or... Or open your own shop. Seriously, think about it.

Finding premises, equipment and staff is still a task, of course, but the task is crucial. Solve it and your business will reach a new level, because the quality of the product and its price will be entirely in your hands.

Yes, of course, this is a slow process and our article is not a guide to action. We just want to show that even something as horrible as a negative review can make a business stronger, not weaker.

What to do if you have a lot of reviews

That leaves the last question - what to do when there are a lot of reviews? How to manage them all to work, and the main thing - how to intercept negative feedback before it is published?

In the network there are convenient services that allow you to fully work with reviews, paying this a few hours a day.

For example, the service Fiew, which works on a very simple principle: after each completed order, the system asks the customer for a review. If it is good, client is asked to place it in Google, Google Maps or Tripadvisor. If it is negative - the operator is connecting you to the conversation and the problem is solved between the company and client.

Conclusion

Yes, negative reviews can be a problem, so try to intercept them before they appear on the internet. This can be done manually or with the help of our service. By analysing the data you receive, you will understand what is preventing your business from growing. And by correcting it - you will get a growth point and reach a new level.