Don’t Fear Negative Reviews!

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Dont Fear Negative Reviews!

• Source -http//oqrapp.com/dont-fear-negative-revie
  ws/

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(No Transcript)
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Online reviews cannot be ignored! People have
always wanted to share their experiences with
businesses. Its not hard to see why. Sharing
your experiences good, bad, or ugly is fun!
We want our friends, family and coworkers to get
excellent service and avoid bad experiences.
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ONLINE REVIEWS MAKE A DIFFERENCE

• While word-of-mouth will always exist, the
  internet has empowered customers to take their
  reviews to the next level.
• Online reviews fill the gap between traditional
  word-of-mouth and digital advertising. Even the
  most enthusiastic customer is limited in how many
  people they can reach with face-to-face
  recommendations.
• Online, however, they can tell everyone in their
  social circle at once. Similarly, digital
  advertising is polished but can lack
  authenticity.
• Potential customers are far more interested in
  hearing what previous customers have said, since
  those peoples experiences could be theirs soon.

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• The value of online reviews for business is
  mind-blowing! They can increase brand awareness
  and directly impact sales.
• Potential customers are more likely to purchase a
  product or service that is recommended by
  others, regardless of whether or not they know
  the reviewer.
• If a business is good, there is an expectation
  that others have already discovered and mentioned
  it online! Additionally, before risking their own
  money, customers want assurance that there are
  not glaring issues with a product or service.
• Learning from others mistakes is a great way to
  defend your wallet. After all, if something bad
  happened to so-and-so, the same thing might
  happen to you!

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STAY POSITIVE OR ELSE!

• Business understandably dislike receiving
  negative reviews. We want everyone to love our
  product or service as much as we do.
• Its hard to hear that people arent thrilled by
  something you worked so hard to create. There is
  a financial component too. Negative online
  reviews can absolutely ward off potential
  customers.
• If youve ever wished your negative reviews would
  just go away, you arent alone! Word-of-mouth has
  always impacted businesses but now businesses
  have to see the less-than-flattering discussions
  sitting alongside their own public materials.
• Many would rather not see them or have to deal
  with them at all.

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• So what would happen if customer were not allowed
  to post negative reviews?
• Some businesses have started to take extreme
  steps to protect their brand from negative online
  reviews.
• The fine print of service or product contracts
  may not contain non-disparagement clauses,
  specifically designed to restricts individuals
  from taking any action that negatively impacts an
  organization, its reputation, products, services,
  management or employees. That means no bad online
  reviews!
• Non-disparagement, or protection or reputation,
  clauses are not new. It is fairly prevalent in
  employment contracts and severance agreements.
  Most of us would agree that this is perfectly
  reasonable. If someone who represents your
  business is trash-talking it online, customers
  will understandably be off put. There are
  appropriate ways to handle conflicts with
  coworkers and managers. Facebook is not one of
  those ways!

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• Customers, however, are not employees. Placing
  the same legal restrictions on customers as
  employees is an odd, new trend.
• Brash, unhappy customer are as old as time.
  Review websites, like Yelp, are designed
  specifically to empower anyone and everyone to
  publicly reveal their experience with companies.
  Receiving praise is fine with most everyone but
  reviews are a double edged sword.
• Its an unfortunate reality that most happy
  customers dont stop to write reviews. After they
  leave, even if they had a great time, they tend
  to forget. Unhappy customers, however, are quick
  to vent online. Anger is a better memory aid than
  happiness, unfortunately.
• To combat this new issue, some businesses are
  turning to old legal tools.

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Customers, however, are not employees. Placing
the same legal restrictions on customers as
employees is an odd, new trend.

• In this particular case, the couple said that
  Prestigious Pets assigned pet-sitter overfed
  their betta fish. They saw the issue while they
  were away on their fishcam however, since
  Prestigious Pets did not give the couple a way to
  contact the sitter directly, they emailed the
  company itself. They were frustrated afterwards
  and turned to Yelp.

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EMBRACE THE NEGATIVE

• Managing your online reputation is hard. Its a
  new medium that older business owners may be
  unfamiliar with handling.
• Unhappy customers can be petty and its hard to
  show an accurate representation of the
  satisfied-to-unsatisfied ratio of customers you
  actually see in a day.
• No one can blame you if you get frustrated with
  negative online reviews!
• It can seem like a lose-lose. Leaving reviews
  alone can hurt your sales and Struggling against
  them can backfire on you.
• Prestigious Pets has 4.5 stars on Yelp but, since
  they are fighting so hard to get rid of a single
  1-star review, people nationwide are discussing
  them poorly. But, believe it or not, negative
  reviews can also benefit your business!

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• When a customer gives a negative review, ask
  yourself whether or not they have a point. If so,
  correct the issue and then let them know online.
• Everyone makes mistakes. It will set your future
  customers at ease to know that you listen and
  improve yourself!

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Note This Article is originally appeared on
-http//oqrapp.com/dont-fear-negative-reviews/