For an online entrepreneur, internet not only brings in success but failures as well. Of course, the power and freedom offered by the internet has prompted most users to write anything and against anyone with absolute comfort. And fighting against negative sentiments can be off-putting for many.
As 90% of people focus on reading reviews before utilizing a product or service for their needs, having comments against your business will reduce the chances of making a positive impression with your customers.
Undoubtedly, negative reviews can affect the performance of any business online. But, handling them effectively can bring in more customers and sales as well. But, 73% of online entrepreneurs are afraid of dealing with negative comments and lose the potential customers as well as their trust.
Before getting started with addressing negative reviews, it becomes crucial to analyze who writes you off and what makes him/her do so! Answering these questions would apparently help you defend against the worst negative reviews about your business.
Why negative sentiments ?
Yes, it’s inevitable and hard to stop someone from posting something against your business as the World Wide Web is a common venue for everyone to voice in with his/her opinion.
According to reports, 74% of people don’t like to comment negatively about any business unless they’re thoroughly annoyed with your business or customer care. If this is the case with your business, you don’t have to worry a lot. Stick to the 3 tips provided below and improve your business conversions and earn the trust lost in no time.
Tip 1: Respond honestly
This is where most business owners think adversely. They assume that being honest to comments can bring down the level of trust people have on their business. On the contrary, people trust owners who can honestly accept and respond to comments.
In fact, the trust of customers will be doubled in most cases. So, don’t be afraid if a customer has posted a negative review stating, “Your services are poor.”
Tip 2: Listen to comments and act smartly
Be patient and listen to customer’s comments. Most often it will be about the services or products you’ve offered and it might’ve not worked well.
Assure them there will be instant action taken and their precious money invested on the product will be either refunded or order will be replaced with an alternative. Meanwhile work on the feedback from clients and start improving your business.
Release a blog or PR mentioning that you’ve rectified the problem. This will impress customers and prompt them to visit your site again.
Tip 3: Staying alive
Don’t be afraid of staying alive and connecting with the customer’s comments. Some businessmen often fear negative comments.
They tend to stay away from controversies and this apparently hits their businesses. Once people believe that you’re not listening to them or addressing the needs, they’ll become furious and post more stuff about your services all over the World Wide Web making it difficult for your business to survive.
So, engage with customers through social media or blogs or articles and persuade them you’re working on that and the issues will be resolved.
On following the above tips it becomes easier for businesses to engage with customers and persuade them. This enables better customer engagement and better returns.