If you’re like most consumers, you carefully research customer reviews before making a purchase decision. In fact, a recent study indicated that 67 percent of consumers today are influenced by online reviews.
This is all fine and dandy when people only have positive things to say about your business. But what happens when that one bad customer review comes along? No matter how well you execute your business, it’s inevitable that you’ll come across an unhappy customer that shares his or her experience on the internet.
How much will one bad customer review cost your business?
This is the magic question that every business owner wants to know, and the right answer totally depends on how the situation is handled.
When a customer writes a bad review, he or she will expect the complaint to be addressed promptly. When a bad review is written on social media, 72 percent of consumers expect for the negative feedback to be acknowledged within one hour. Otherwise, you may be creating the perception that you don’t care about customer feedback, which can obviously be very damaging to the company reputation that you’ve worked hard to earn.
The positive spin on a bad customer review
While a bad customer review is probably the last thing that you want to deal with, it can actually be a huge gift to your business, allowing you the opportunity to shine.
First of all, when most customers have a bad experience with a business, they’ll simply choose to leave without giving you a reason. Data indicates that for every customer that complains, 26 will remain silent. When a customer takes the time to let you know about his or her poor experience with your business, you have an opportunity to win that customer back.
When you can recover well from the mistake made, you can actually strengthen your relationship with the customer. Also, with much of the conflict/resolution playing out online for all eyes to see, handling the complaint promptly and professionally can help to build tremendous respect for your brand.
As a best practice, ask for the customer to write a follow-up review if your business was able to resolve the issue in a way that was satisfactory to the client. As prospective customers read through your reviews, having a follow-up review that explains how your business promptly and professionally addressed and resolved a complaint can go a long way in balancing out an unsatisfactory review.
When you’re busy running a business, it can be nearly impossible to know what is being said about your brand online every single second. Our team at Danesc can help you to keep your company reputation intact by monitoring mentions of your brand to allow you to respond to any negative mentions of your brand in real-time. Please contact us to learn more about how we can assist you with reputation monitoring and management.