Sometimes, you cannot help but learn that your business is unfavorably viewed by some people. Many people, especially in this age of technology and the internet, can use the World Wide Web, the internet to display and spread negative reviews about your business. This does not mean you publicly badmouth the reviewer. Instead, you learn from the experience so that such a thing never happens again.
There are four major things that any negative review teaches about your business, and these should be taken into consideration:
1. It displays the cracks in the business, and therefore, a chance to fill them.
Businesses are never perfect. A reviewer, as we often forget, is a human being and a potential customer. Therefore, it is important to listen to their views with patience.
- Find out exactly what the review criticizes. For example, if you own a restaurant, does the review talk about delayed service? Or does he talk about the lack of variety in the menu? Address these issues, because these reviews are like the paid work you make consultants and analysts do.
- Address the cracks in the business. Introduce a couple of new dishes, or simply talk to your restaurant manager about better services.
- After the cracks have been addressed, put yourself in the shoes of the reviewer and figure out whether or not you would praise the change.
2. It tells you that goodwill and networking is important.
Any business requires a good network of contacts in order to function properly. Word of mouth can never substitute for anything.
- Start new advertising campaigns.
- Design new campaigns, programmes and flyers in order to understand how to attract customers.
- You also need to know how to understand how to retain your customer base – launch brand loyalty schemes.
3. Provide feedback and take feedback
It is important to understand how, where and what demographic the feedback is coming from. The online handle to your company could be a malfunctioning page that is driving customers away to competitors.
- Let people give their feedback openly, especially customers. Always reply with a thank you and politeness.
- Give your own feedback about what you think. This improves brand loyalty and brand retainment.
- Take surveys and other feedback that will involve the customer – organize competitions, etc.
4. Be open to more negative reviews.
Receiving negative reviews and working towards changing that is an ongoing process. There might be more negativity around, but this should only help you grow.
- Sometimes, negative reviewers are simply rude and uncomplimentary. However, reviews can also be pointing out a major potential to grow.
- For a large business, negative reviews are always present. This means that you could either ignore that as a small problem, or actually take it into account in order to learn from it.
- Expand your customer base and prepare a faster and more efficient customer redressal system. This system can be linked to the existing feedback system and help the organization reduce the number of complaints.
Therefore, it is important to know that negative reviews can sometimes be a blessing in disguise and help a company or organization increase their efficiency and effectiveness.
This article is contributed by Ranjan who writes about online jobs from home on his blog.