Generally speaking, the impact of a negative review needs to be offset by 20 4-star or 5-star reviews. However, the customer prefers to share an unhappy experience rather than a happy experience.
So we have to know how to deal with the negative reviews to reduce the bad impact on our sales. Follow the 4 steps:
1. Judging the authenticity of negative reviews
Before you take action to the negative reviews, you’d better judge the authenticity. Maybe some negative reviews are controlled by the other sellers with bad intentions.
You can identify the fake review via the following signs:
- The reviewers’ profile is new and unverified accounts with few details and little or no history of other reviews.
- There are too many grammar, spelling, and other errors
- More than one negative reviews for the same product
- Review with an advertisement or other promotional materials
- The review is obviously spiteful
If you find the review is fake, you can report it to Amazon by clicking the “report abuse” option. Therefore we recommend you monitor your review, once negative reviews and feedback occur you can receive notifications and take action the first time to keep your account healthy.
2. Take action to the negative review
Rely on all reviews and feedback is necessary, and it is not wise to reply with the same sentence.
Reply to the good reviews:
Firstly, express you are glad that customer have a great experience with your products
Then，express appreciation to the buyer for taking the time to comment;
Lastly, encourage them to buy again in the future.
Reply to the negative reviews:
Firstly, you can apologize for the problems and thank the buyers for their feedback;
Then, provide a solution to satisfy customers;
The last and most important thing, you have to investigate the problem customer reflected. Solve the problem as soon as possible.
3. Respond quickly and professionally
Customer service is important for the business, so you’d better respond as soon as possible. Let the customer know you are really concern about them and satisfy their need is your priority thing through polite and positive responses.
4. Improve the product
You can locate the issue of the product from reviews. It is the best way for you to know how to upgrade your products. If there are a lot of negative reviews show the product is defective, there is no doubt, you have to correct it. There is no doubt that customers will change their view of your company after you fix the problem. It also will enhance their confidence to buy from you, they will be your loyal customers.
It is a great chance for you to upgrade your product for the long term development, in this way, you can go further.
It is normal for you to get the negative reviews on your products, don’t get discouraged with these. As long as you treat these negative reviews as an opportunity, you can improve the customer experience. Also, keep informing with the reviews and feedback from the customer and make sure you can respond as soon as possible.