Negative reviews are every business’ nightmare. It can jeopardize their image and affect their sales. This is why a lot of business owners wonder how they can get an irate customer to edit their bad review. It may sound far-fetched, but there’s actually a good way to make it happen.
Brands live in a world where their reputation lies solely on what their customers’ say. Potential customers would only trust a fellow customer, no matter how much a company tries to sell their offers.
Also, it’s a fact that customers would only deal with a business that has at least four stars. Moreover, customers are more likely to continue patronizing a business if it gets to resolve complaints.
In this note, here’s what you can do: Reach. Remedy. Restore.
This phase happens when the customer puts out a negative review and reaches out to you. And as a business owner, the only way to increase the chances of the review being edited is to reach back to your customer.
Reaching out to the customer is your way of fixing the problem. The best strategy here is proactive outreach. Here’s a good example:
You’re offering HR services, but a client was unhappy due to the lack of customer support and glitches on the system. He then left a scathing review online.
In this situation, the client would likely change the review (or at least his or her perception about your business) if you exhaust all means to make it up to them.
For big clients, the head of the customer department should reach out via email, text, and phone call. Make sure that you provide the remedy in the most polite way.
Most customers will yield if they get to receive what they want and more. This is where the updated review comes in:
“Business X has made it up to us by exhausting all means to reach out and fix the problem. The manager went up and beyond to ensure that our system is up and running. They even gave us a limited offer to compensate for the hassle.”
From being an unhappy customer, you get to restore the person into a satisfied patron.
Key stats that you should know
The above-mentioned tips are general thoughts which may or may not apply to all industries. To help you out, here are some stats about negative reviews and how it can be restored:
- 70% of bad reviews due to rude service can be restored through second experiences, this time with a caring and polite staff.
- 64% of bad reviews get restored if the manager, supervisor, or anyone in the position reaches out to them with the remedy.
- 32% of bad reviews will be restored if the customer received a replacement product or if the service is re-done free of charge.
Negative reviews can be daunting, but it’s all part of running a business. The key here is to be proactive and to offer practical remedies that will restore the trust of your customer.