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Bad INTERNET Reviews

Should you be worried about bad INTERNET reviews?

88% of consumers are influenced by on-line reviews. If you have negative ones showing up for branded/direct searches, kiss that customer goodbye.

In short, yes. Especially if your reviews are on a platform other than your website (e.g. Facebook or comparison websites). However, if you provide a good quality product or service then you should not have anything to worry about.

It is worth, however, thinking about a backup plan if you are faced with a bad review. If I ever have a complaint, I am far more likely to put it on social media because it is where more people are likely to see it. It is also most likely to prompt a response from the place I’m complaining to.

The best ways to deal with negativity:

1. Always apologize – Whether or not it is your fault, the customer is always right and if they’ve felt disgruntled enough to write a complaint, then it is worth defusing the bomb before it goes off.

2. Offer some sort of concession as an apology. A R100 off voucher, 25 percent their next order or simply a cheap freebie.

3. Learn from your mistakes. Sometimes a customer’s complaint is valid. They’ve had a bad experience and they feel ripped off. I imagine that is not the experience you wanted to create when you started your business.

Find out where it went wrong and implement a process to change it in future.

1 Comment

  1. Embrace bad reviews Negative reviews are still important for your review strategy, as they tend to be the most sought out and read by users. Keep monitoring them to improve your customer experience, be ready to respond, and never delete them or hide them.

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