Rachel Begg
Inevitably, you’re going to receive a nasty customer comment on your business website or social media page. Whether it’s deserved or not, it’s upsetting that someone could find fault with your company’s product or service. You’re understandably troubled and probably want to take immediate action, but keep in mind that it’s not the end of the world. There are different reasons why negative comments are good for business, despite your worst fears.
In a sense, you’re getting free product testing.
It’s always a good idea to test the market when you’re launching a new product, but various circumstances can make it impossible. However, you do get free feedback from your customers when they post poor reviews on your website or social media outlets. You’ll also get in-depth information about where you might have made mistakes in product development or where your services are lacking.
You establish credibility by being authentic.
If everything a prospect sees online about your company is four stars and thumbs up opinions, they can actually be turned off. It’s more realistic to have a few negative reviews when a potential customer Google’s your company name. You appear more credible because prospects realize that you aren’t deleting comments that reflect poorly upon your company. They know what to expect by reading about the experiences of others, and won’t be jaded by warm and fuzzy postings.
There’s an opportunity to showcase your customer service.
Your response to a bad review gives you the opportunity to highlight the excellence of your customer service department. This is one of the main reasons why negative comments are good for business, because it shows that your company is dedicated to your clientele and values their patronage.
As the saying goes, “Bad press is still good press.”
A study performed by a Stanford economics professor demonstrated that negative reviews in the New York Times regarding a newly released book boosted sales by a one-third bump after publication. You might be concerned about your online reputation, but bad press can still bump up your website traffic.
Turn Negative Comments Around
Now that you understand why negative comments are good for business, you need to act accordingly. Your gut response is to confront the poster, but make sure you’re professional and apologetic for their bad experience. Admit where you might have overlooked details or made mistakes. Finally, get your happy customers on board to offer support. Ask them to post a few positive comments that highlight your areas of expertise and professionalism.
So the next time you get a poor online customer review or negative comment, remember why negative comments are good for business. They provide you with the opportunity to make changes that improve your product or service, and give you the chance to learn from your mistakes. Look at the bright side when you receive bad comments, and you’ll know how to deal with them positively in the future.