Everyone makes mistakes.
As a business owner when you see that negative review pop up on your website or social media your heart will most likely sink and it can send you into a state of panic.
In this modern age, most consumers will wait until they’ve read a few reviews about a product they haven’t previously purchased before making a buying decision, so reviews form an integral part of building trust for a brand. Whether you’re a fledgeling entrepreneur or a seasoned business owner who’s been around for years, you’re almost certain to receive a less than favourable review at some point.
With social media being so prevalent these days it’s become much easier for people to comment on a business or service, good or bad – and for that comment to be very visible. When you become part of that online world you open up your business to whatever anyone might have to say about you.
Once you’ve had that negative review, it really is how you deal with it that can make all the difference. In fact, dealing with it well can turn it into a positive for your business, making you seem more trustworthy and “real”.
This has even been given it’s own term in marketing strategy – the service recovery paradox. Marketing professors Michael McCollough and Sundar Bharadwaj coined the term to describe where effective recovery from an error means actually building a stronger relationship with the customer than previously existed.
“The service recovery paradox is the result of a very positive service recovery, causing a level of customer satisfaction and/or customer loyalty even greater than that expected if no service failure had happened.”
Our top tips for dealing with a negative review are:
Member since: 22nd March 2018
Cale is the Owner of 'thebestofHastings', the award winning franchise, providing integrated marketing solutions to SMEs, connecting to the Hastings community and promoting local events in 1066 Country....