How To Play Smart With Negative Product Reviews In Just 8 Steps?
Negative Product Reviews are the best way to see your online store die ruthlessly. There are various studies which have come to a conclusion that 64% of customer sees the product review before going ahead and buying your product. Ecommerce industry is consumer driven. It’s your customer who can make or break your brand. Therefore, you just cannot ignore them and their experience of shopping from your online store.
While positive product reviews help to build credibility of your brand and products, negative reviews can take away that charm of your business success instantly. Whether it’s on your website, blog, social media or any third party website, negative reviews are never welcomed. There are still many customers who are not sure of shopping online. Negative comments enhance their fear and you lose a potential customer and this saga continues. Unlike positive reviews which are always welcome, negative reviews create a sense of insecurity in every entrepreneur and the danger of failure and losing customers has been always there.
Since, you cannot avoid negative product reviews, it is important to tackle them very smartly so that your brand reputation is not harassed. In just 8 steps, you can easily turn negative reviews into a positive one. Find out how!
1) Avoid Any Negative Product Reviews Coming Your Way
Before getting to know how to tackle negative reviews, it is important to avoid any negative review coming your way beforehand. There are three key areas which forces your customer to write a negative product review:
• Product Experience Is Bad
• Delayed Or Damaged Shipping
• Customer Service Is Not Up to Expectation
Make sure that you work on these components to offer a great online shopping experience to your customers. Don’t lie when it comes to product quality and show the final amount to be paid before checkout. Take extra care when it comes to ecommerce shipping. And be ready to solve your customer queries, or at least send them an email acknowledging that you have received the query along with resolution time.
2) Got Negative Feedback? Take A Chill Pill
One of the biggest mistakes made by many ecommerce site owners is losing their cool and replying to their customer without even trying to understand the problem. It is understandable that negative reviews, especially the fake ones, can make you go crazy (in a negative way, of course!). However, you cannot burst your anger directly on your customer and start arguing. Believe me, nobody will get harm except you and your brand. No matter what kind of language or smiley your customer use, make sure you are polite and try to resolve the issue, rather than fighting over it.
3) Decide If It’s Worth Responding
There are some reviews which are put just to defame your company or product. Or, it might be a cheap strategy played by your competitor or just a way to attract comments on their post. Before you start commenting, make sure that the product review is worth responding. If there is a customer who has been giving negative feedback just like that, there is no need to respond to such reviews. Other than this, if there are reviews with bad English and does not make any sense, don’t waste your valuable time on them.
4) Get To Know The Root Cause Of The Problem
Before you respond, consult with your team and get to know the root cause of the problem. Check the customer’s last order or experience and try to figure out the problem yourself, before asking your customer about it. If you are able to resolve the query without asking any further details, it will surely impress your customer. In case, you are unable to know about the customer or his/her problem, then don’t hesitate to ask. It’s better to be clear before reaching any conclusion.
5) Show Empathy And Clarify Doubts
Always be POLITE while dealing with any review, be it positive or negative. In case, the customer has experienced any discomfort, apologize and assure them that you will take necessary action to tackle this problem as soon as possible. Clarify any doubts of your customer. Give URL’s or copy, if needed. This will make you look Good, in front of other customers.
6) Turn Review Around By Highlighting Your Strengths
If you don’t want other visitors to judge you based on the negative reviews, which your brand got, make sure that you highlight your strength. However, you need to be quite smart while highlighting them. For example, if a customer has faced any issue while shopping from your site, you can write about your 24/7 support or minimum resolution time to solve customer’s queries. This way, your potential customer will know that at least you are always accountable to tackle their problems.
7) Take Reviews As A Hint
Even after achieving success, every ecommerce business has a scope of improvement. If you are getting too many negative reviews, it’s time to take action. If it’s a third party product, then it is advisable to discontinue that product from your online store. In case, the culprit is your customer service or shipping, then take a tough look at each of it. Search for the loophole and resolve the issue as soon as possible. Get somebody who strictly takes the account of all the customer grievances and resolve them quickly. For shipping, take a look at your packaging and go for better quality materials.
8) Encourage Positive Reviews
There are various customers who check all the reviews and evaluate the number of positive and negative reviews received. This helps them decide whether to go ahead and buy the product or not. Even if you have got no negative review, it is always helpful to encourage positive reviews on your site. And this does not mean fake positive reviews, because if somebody came to know about it, it will be worse for your brand image. Talk to your customers and ask them for a feedback or write a review on social media or third party website. You can even moderate them, before posting them on your site or social media.
A Reality Check: No matter how well you handle their review and resolve the problem from your end, there are still some customers who will never want the matter to get resolved. In such situation, you have no choice other than moving on! Follow these steps and get smart with your negative product reviews.
Was any of this helpful? Got any other way to come out of such awkward situation? Would love to read them! Leave your comments.