Customers want high-quality products and exceptional service when they’re paying good money for it. When their expectations aren’t met, it’s not uncommon for them to take to the internet and express their dissatisfaction. Negative reviews aren’t uncommon, but they can be disheartening for any business to receive. If you want to start seeing more positive reviews and less negative ones, take some of these actions:
Provide Good Products and Services
Customers generally won’t leave negative reviews if your products and services meet their standards. If they don’t meet their standards, the online reviews can reflect that. For example, if you sold tradelines to a happy customer, they might be so satisfied with the experience that they’ll leave a positive tradeline supply company review to let other future shoppers know. If they were disgruntled with their experience, they might leave a negative one to warn shoppers off. Provide excellent service, and you might not need to worry about an imbalance of positive to negative reviews.
Test Your Business As a Customer
If you don’t work on the front line of your business, it’s hard to know what it’s like to be a customer. Any business owner noticing a constant stream of negative reviews might like to experience their store as a customer to see if they can determine why that is. Your customer service strategy might need some work.
Purchase something online as if you were a real customer trying to navigate your website. You might also shop in person or enlist the services of a mystery shopper to do it for you. The more insight you have, the easier it can often be to make essential changes to benefit your customers.
Listen to the Negative Feedback
Most of the time, customer feedback isn’t unwarranted. Shoppers have genuine concerns or problems related to the products or services they received from your business. If you’re receiving more negative reviews than usual, see if you can find a common thread between them.
For example, multiple comments about store cleanliness might indicate a lack of a cleaning policy you must address. In this instance, you might invest time in employee training or hire a cleaning company. If many people comment about customer service, your employees might not be treating your customers how they deserve to be treated. In that case, customer service training could be beneficial.
Encourage Reviews
It might seem unusual to encourage your customers to leave reviews if you’re experiencing a raft of negative ones, but it might just help. Happy customers are often more than happy to talk about their positive experiences when they’ve been prompted to do so. In fact, studies show that 77% of shoppers will leave a review if asked.
You don’t have to ask them to leave a positive one, but that’s undoubtedly what you’ll receive. You might then restore balance and your online reputation in the process.
It’s never a nice feeling when a customer leaves a negative review of your business online. Don’t let it get you down. Instead, use it as an opportunity to make improvements. You might then notice a flurry of positive reviews that eventually increase your overall star rating and business reputation.
