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At some points, a company will tend to seek customer reviews and feedback. This method is often interpreted by the company in improving their products/services or simply working on other aspects of their business.

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However, it has been discovered that some customers take undue advantage of the opportunity they have to speak about a company to literally ruin their business. Truthfully, some customer reviews are terrible. Either on Plays tore, Apple store, the company website or other platforms, these negative reviews tend to have ripple effects on the business. It is one thing to have bad reviews from customers, it is totally a different thing, what you do with it. Handling bad reviews on your business is like dealing with personal criticisms from people. Would you allow it to affect your mental state or will you engage it positively? Naturally, some people are bad at handling criticism in general, how much more destructive criticism. But this is the reality of things. Once you give the power to people, they can misuse it. Sometimes, just for the fun of it. So why break your head for it? In this article are three trusted ways by which you can handle bad reviews in your business.

Embrace It

The first step to dealing with any challenge is usually to embrace it. Recognize that it actually exists and work at achieving the best with it. Embrace the criticism, as well as the critics. A business is definitely not entirely good. There are certain aspects that need improvement. Although, the reviews may be bad, sometimes, even out of the company’s scope, but isn’t that all part of the journey? Allowing them their space usually evokes a positive response from other people. Your prospects get to see that first, your product/service is actively in use. They also become curious as to what your business is all about. It even adds a bit of humour when a bad review that is out of context appears alongside positive reviews. Trust me, it is all good for business.

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Respond Promptly

This works for both positive and negative reviews. Either case, try as much as possible to respond personally to reviews by customers or even “busy-bodies”. Responding to bad reviews evokes this sense of empathy in your customers. It also shows that there is a face and voice behind the brand. The advantage of this is that it makes the bad reviewers, and most especially prospects, know that you are working towards improving your product or service. Note that you have to respond in a calm and understanding tone. Let them know that you care about their concerns in the first instance and that your business is constantly evolving into what or close to what they desire. In all your responses, make sure you are prompt and concise.

Ask Questions

Sometimes, bad reviews are all about condemning the product or service, without necessarily providing an escape route. This is where you need to ask relevant questions. For instance, a user of your product complains about a feature, you can ask directly what they feel you can improve on. This is somewhat related to the previous point, however, in this case, you’re not only responding with promises to make your business serve people better, but you are also seeking advice, sort off. To a large extent, this naturally sieves out the reviews that do not have a base. Dealing with bad reviews in business can be tough. It challenges the very core of your business, your values and the reason for your existence. Nonetheless, these tips can help you scale through and deal with them like a piece of cake. Featured Image Source: OutboundEngine

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This article was first published on 19th October 2021

chidiogo-akaelu

Chidiogo Shalom Akaelu holds a degree in English and Literary Studies, from the University of Nigeria. She is a freelance writer, editor and founder of Loana Press, a budding online publishing outlet.