Negative reviews can hurt. You work hard to provide a great experience or product and you believe in your team and customer service. So when you see that 0 or 1 or even 2 star rating, it sucks. Luckily, negative reviews don’t have to be as detrimental as they may feel.
- 82% of people look for bad reviews specifically to get a better understanding of the full experience of purchasing from or working with you. That means that the perfect 5.0 rating you’ve been aiming for isn’t necessarily the best thing for your business.
- People trust a 4.7 average review over a 5.0 review (source) As it turns out, people may distrust those perfect 5.0 star reviews, particularly if that’s all you have.
Keep in mind, how you respond to negative reviews matters to the people who leave them as well as other potential customers.
First, look into the issue stated in the negative review. If it can be fixed, like someone receiving the wrong package in the mail or someone never receiving a call back from your sales team, fix it.
Second, whether or not there was a solution to the issue, respond to the review with a truthful, apologetic response. You’re responding to the reviewer, but you’re also communicating to potential customers about what kind of people work at your business and how they can expect to be treated on the off chance that something goes wrong.
If you disagree with the account that the reviewer tells, do so factually without emotion. Future customers don’t want to see a business owner attack a former customer or treat them with disrespect or sarcasm, even if that former customer was wrong.