“97 percent of consumers read online reviews before making a buying decision in 2017” (source: Online Reviews Statistics for 2018). Whoa! It’s like almost everyone reads online reviews before making a buying decision, except for those in a hurry! No wonder, having a positive image on social media is so important! Is it easy to maintain a positive image on social media? I highly doubt… Social media is a platform given to all of us to voice out our opinions, which can be positive or negative, honest or dishonest, good or bad, etc.! While one positive review can bring us hundreds of sales prospects, one negative review can literally ruin our reputation forever! You are exposed to everything, all the time. You are in a vulnerable state and you need to make sure you plan well how to respond to these reviews and feedback. Take a look at these key points from Online Reviews Statistics for 2018:
“With everything that has happened to you, you can either feel sorry for yourself or treat what has happened as a gift. Everything is either an opportunity to grow or an obstacle to keep you from growing. You get to choose.” -Dr. Wayne W Dyer
- 50 percent of consumers will question a business’s quality after reading negative online reviews
- 30 percent of consumers say responding to reviews is a key factor when judging local businesses
The genuine reviewThese are the reviews of people that are genuinely dissatisfied by your product, these are factual and real. Example: “Deeply disappointed after buying your product ABC! Expected too much” How to respond: Ask them in detail what disappointed them, get to know what their real concerns are. Getting their views can help you to improve. Just listen.
The long descriptive rantThese are the reviews of people that are so disappointed and frustrated by your product, that they have enough energy and time to let the world know about it. They just want to complain to whoever that is listening! Example: “Bought the product ABC Today! What a waste of money! The quality is so bad it can get anyone frustrated, I should have known better! I expected so much from this brand, their technology! It looked fine in the beginning but as I started to use it the disappointment only increased. They have managed to keep the functioning simple. But once you start having problems they only keep adding on! Even customer support was unhelpful! How to respond: While you may get tempted to give a negative reply, don’t! These kind of reviews can cause an irreplaceable damage. You need to reduce the damage by replying as politely as you can. Be kind. Your kindness is a trait that is just yours, it doesn’t change according to people you are dealing with.
The generalized statementsThese are the reviews of people that just think they can be the mouth piece for every person in general, they simply give their opinions as if they are facts. Example: “Nobody will like ABC!” How to respond: Delete the review! Just kidding! Just respond back with sarcasm but with as much kindness as possible. Maybe you can respond with:
“Oh! So, you know for sure? What a busy life you have and you still took time to watch my movie. Thank you J
P.S. kindly speak for yourself.”