How to bounce back from negative product reviews
Handling scathing reviews can affect your brand, but it doesn’t mean that you should let your business drown in the stream of negative comments. Rather, use them to show your customers that their testimonials are valuable in improving your brand. Here are the ideal steps to take when dealing with negative product reviews:
1. Investigate the issue
Analyzing the validity of the reviews can get you to the bottom of the problem. Whether it’s about the workforce or products, this gives you a chance to identify any pattern in the complaints. Whether the reviews are valid or not, it's safe to delve into details so that you can take the most appropriate course of action.
2. Respond right away
Leaving bad reviews unanswered might make your customers think that you lack concern and transparency, which they need from your company. After a thorough investigation, make sure you get back to them. Give clear and concise replies to the comments to show them that all their concerns are important.
3. Apologize for the inconvenience
The adage "the customer is always right" may not always be true, but it must always be expressed through a sincere apology. What matters most is how you empathize with your customers at the time of their frustration. If it’s a service failure at your end, own up to it and present your solutions. Otherwise, acknowledge their comments and reply with a short explanation of your side.
4. Send a personal message
In the event that it’s a business failure, it’s best to get the details from the customers. That way, you can fairly get the complete story. Acknowledge and ask your customers if you can continue the discussion via e-mail or instant messaging. This demonstrates sincerity to resolve problems and improve your services.
5. Stay positive
It’s indeed true that you cannot please everyone, so negative feedback should not pull your desire to improve your business. Keep in mind that while there are some customers who have complaints about your products, you still have a group of loyal customers who believe in your brand.
All businesses have customers who get upset and lodge their complaints online. What you can do is to use those negative feedback to your advantage by responding to it. By doing this, you create a significant impact that can build customer loyalty. Here's a social customer service guide to help you manage customers complaints efficiently.