For better or worse, your reputation precedes you in unparalleled ways these days. Customers now have the ability to “look you over” quite thoroughly before deciding to do business with you. And sometimes, even though you’ve done everything possible to do the right thing, shoppers will flame you with negative reviews. Your first impulse might be to try to get them deleted, but we’re here to tell you embracing negative feedback actually holds a number of significant benefits.
Improves Your Credibility Factor
People are pretty savvy these days about the way things work. There are a whole lot of less than scrupulous individuals out there willing to pay for positive reviews. This muddies the waters significantly. If every single one of the reviews on your site is a glowing recommendation, some people will assume you’re employing shills. Meanwhile, one or two negative reviews signals your positive ones are probably truthful.
Yes, we agree, it’s weird. But sometimes you have to be willing to look bad to look good.
By the way, people who leave negative reviews know they left them. If you systematically delete them, it’s just a matter of time until those people start spreading the word about you in venues over which you have no control. Next thing you know, your reputation is in question on the forums relevant to your business and independent review sites.
Whatever else happens, you want your customers to feel you can be trusted. Letting the good flow along with the bad says you’re confident, honest and concerned. Besides, you can always post rebuttals telling your side of the story.
Enables You to Demonstrate Good Customer Service
In most cases, negative feedback occurs because customers got something other than what they were expecting or didn’t get anything at all.
Whether you’re considering how to sell ebooks on your own website, electronics, furniture or cosmetics, making the situation right as quickly as possible speaks volumes to your veracity.
In other words, getting a piece of negative feedback gives you a chance to show how responsive you can be. This will endear you to the reviewer and potentially turn them into a loyal customer. The reasoning goes; “Hey, these people took care of me right away, I’ll be buying from them from now on…”
Presents Learning Opportunities
If you suddenly get five people all expressing the same concern about some aspect of your business model, that ought to be a signal it’s time to examine that aspect of your operation.
If you’re the sort of person who turns a blind eye to criticism, you’ll never make your business the absolute best it can be. Which also means you’ll inhibit your ability to earn.
After all, happy customers = more conversions. You should embrace negative reviews for what they really represent—opportunities to improve.
Helps You Build a Loyal Customer Base
Given 80 percent of a company’s future profit is derived from 20 percent of its customer base, and 65 percent of revenues come from existing customers, embracing negative reviews can actually turn a bad situation into a good one.
Any opportunity you get to impress a customer should be looked upon as a blessing rather than a curse. Of course, this requires an adjustment in your mindset. Welcoming negative feedback and acting upon it can be one of the most significant positives in your management style.
After all, it gives you the chance to improve your operations, demonstrate your credibility, and show your customers how much you really care. Having read this, you’re probably now looking forward to being on the receiving end of some thoughtful criticism—and well you should. Ultimately, the outcome of any negative feedback you get is wholly predicated upon how you choose to respond to it.