So, you got a negative review?

Don't be alarmed, don't be worried, don't be upset, and don't take it personally. In fact, a negative review is often a good thing... and here's why

Research continually shows that a small amount of bad reviews is not only beneficial, but crucial to an overall online reputation. Northwestern University’s Spiegel Research Center found that, in moderation, bad reviews actually boost sales!

In fact, purchases were most influenced by reviews with an average rating between 4.2 and 4.5. Companies with 5-star ratings were actually looked down upon as "too good to be true." When every review is perfect, customer's don't think you are perfect, they think something is fishy and their BS detector goes off. Consumers are very smart at identifying credible information, and without a realistic looking review profile... they won't see the value. When it comes to having a review collection that boosts sales... authenticity is king, and true authenticity will contain some bad reviews.

A mix of good and bad reviews also demonstrates a brand’s transparency. 82% of consumers look specifically for bad reviews. That's right, they comb your review profile looking specifically for the bad ones. Why? Because they want to see what could have gone wrong, and what you did to correct it. If they a 2 star review about someone receiving the wrong order, they won't judge you too harshly. People understanding that mistakes happen, and customers are far, far more forgiving than we think. In fact, they will value you more for being willing to display negative experiences openly. Remember, transparency drives trust, and trust drives sales.

If you really want to make the most out of negative reviews... we recommend responding to them. If someone has a bad experience, do your best to make it right, then publically post how you were willing to help them.

Guidelines for Responding To Negative Reviews

  1. Don't be defensive - Never attack the reviewer or call them out. Be patient and understanding
  2. Don't call them a liar - Never dispute any facts in public. Always speak as if everyone is listening and never attempt to paint the reviewer in a negative light, it will only hurt your overall image and brand
  3. Always take the higher ground - Never stoop to the level of an irate reviewer. When you act more maturely and professional, you win in the long run
  4. Always apologize, no matter what - No matter the situation, always apologize professionally and tell them you want to do whatever it takes you make it right. Potential customers will see this and respect you
  5. Follow the H.E.A.R.D. customer service model:
  • Hear
  • Empathize
  • Apologize
  • Resolve
  • Diagnose

Remember, TrustSpot does not remove bad reviews. Not only does it go against our mission statement of delivering honest, verified reviews, but it doesn't help your business. As explained above, poor reviews are crucial to brand and reputation building. People value a bad review addressed professionally far more than a 5-star review. Embrace your negative reviews as an opportunity to shine.

Respond to the customer

To respond to the customer and help resolve their issue, you can use our Respond Feature which is available on the Premium Plan. To get started with the Respond feature, check out our article here

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