Realistically speaking, no product or service can please everyone all the time. But luckily, there are certain things your biz can benefit from when it comes to bad customer reviews. So with some help from the ‘Bad reviews are good for business‘ report by Revoo, we have outlined 3 things that negative reviews provide businesses.
When there are 100% positive reviews for a business, people become skeptical. Think about it, customers go looking for reviews to get realistic and unedited opinions of others, no matter if they are good or bad. Revoo estimates that 68% of people trust reviews when there are both good and bad scored. But a whopping 95% of people suspect censorship or fake reviews when there are absolutely no bad scores.
Negative reviews are one of the most popular features on sites, because consumers are doing pre-purchase research to make sure they make the right decision at your biz. Remember, not only negative customers have a voice – but customers with positive experiences do too! If you can make the effort to reply to questions or comments (no matter the tone) this will engage and improve your relationships between customers. So don’t just delete or flag these bad reviews, turn the conversation around by apologising and offer an olive branch to the disgruntled customer.
Hearing negative opinions of your own business is never going to be the easiest thing to experience, but it is important for owners to try identify weak points and problems within the biz. This can be difficult as the product and service has come from your own hard work, so gather opinions from different individuals that can offer you unique experiences and insights. You never know if the answer to one of your biz’s problems lies in the mind of your regular customers, staff or even disgruntled customer reviewers.