When you were a young child, you probably were taught to not care about what others thought about you. While that is great advice for growing your self-esteem, you should not apply the same practice to reviews about your business. The opinions of your customers or clients need to be at the top of your list.
It Reflects on Your Service
As a growing business, reviews serve as a measurement for your progress. Reviews show you the quality of your product or employees. By looking at the reviews, you can have firsthand accounts of what is working and what you can improve on. In your case, the negative reviews are vital because they help you to change as a business and then encourage better reviews in the future. If you continue to receive bad reviews, it could also affect your overall rankings on a search engine, meaning fewer people will find your business.
Reviews Make or Break a Business
Half of all consumers read reviews before making a purchase. As a result, the phrase “there is no such thing as bad publicity”, does not apply to your reviews. Potential customers do not care about how good your marketing is if other customers are unsatisfied with your product or service. They tend to trust the opinions of real-life people more than the person trying to make a sale. That said, if your product has many positive reviews, people are likely to ignore the unflattering reviews and purchase from your business regardless of the bad reviews. For this reason, you should encourage your customers to leave reviews when they are satisfied, to help bring positive attention to your product.
Opportunity to Thank Your Customers
After a customer leaves a review online, they often do not expect a reply from the business. However, if you reply to a customer review, you are telling the customer that they are valued, regardless of if they left a good or bad review. If they left a good review, it is an opportunity to reinforce the consumer’s enjoyment of the product. You can also reassure the consumer who left a bad review that you will work to correct the issue, which can prevent you from losing that customer and any potential customers who read that review.
At the end of the day, your business would be nothing without those who support you. When they purchase from you, the customers become investors with valid opinions about your products. The only way you can keep your customers is by reading their reviews and improving based on their suggestions.
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