Getting A Customer To Change A Negative Review |

Published by admin on January 28, 2021

review management

Getting A Customer To Change A Negative Review |

Reviews are a powerful tool in developing your brand’s trust for not only potential customers but also loyal customers too. This means getting a customer to change a negative review can be imperative to keep up your brand’s reputation.

Reviews hold the vast majority of your brand’s reputation, which means that negative reviews can have a major impact on how your brand is viewed.

However, sometimes negative reviews can have a positive impact on your business. Or, there are many ways you can help to remove them too.

Machine Learning-powered sentiment analysis for review monitoring for local seo blog

How Important Is It To Change A Negative Review?

Reviews have a profound impact on the way your business is viewed. Obviously, positive reviews have a large impact on businesses conversions as shown below:

One study showed that ~1.5-star rating increase improved conversions from 10.4 percent to 12.8 percent, representing about 13,000 more leads for the brand.  (Source: Location3)

However, the statistic below shows that not all negative reviews have a negative outcome with:

73.8 percent of customers are either likely or extremely likely to continue doing business with a brand that resolves their complaints.  (Source: GatherUp)

This means that changing a negative review is necessary, however, resolving them could also be an option.

Business man pointing at 5/5 stars on the screen.

Should I Change A Negative Review Or Resolve a Negative Review?

In our previous blog post, ‘Should you be worried about negative reviews?’, we suggest that:

‘Again, negative reviews don’t have to damage your business reputation. You can actually use them to your advantage. By this we mean, don’t just respond to your positive reviews, also respond to those low-star reviews. This is because 45% of consumers are more likely to visit a business if it responds to negative reviews.

Replying to low-star reviews proves to customers that your business is attentive and cares about the customer experience. If a customer has had a bad experience with your business, the best thing you can do is to apologise and try to rectify the situation as soon as possible.

Negative reviews give you the perfect chance to highlight your brilliant customer service. So don’t miss out! Embrace those negative reviews.’

This means that resolving customer reviews is a great way to keep previous customers and show potential customers that your business prides itself on exceptional customer service.

Auto-respond and engage with customer reviews graphic. Graphic shows two cartoon people standing next to mobile phones typing and leaving comments.

How Do I Get A Customer To Change A Negative Review?

The easiest way to get a customer to change a negative review is by using the three ‘R’s’. These are:

  • Reach- Customers often leave negative reviews about your business as a way of reaching out to you. Rather than just leaving a negative review for the purpose of leaving a negative review, they are expecting a response and resolution. 
  • Remedy- As touched upon above, customers are often after a resolution, so provide it for them. This means that a positive experience will counter the initial negative one, which can lead to a customer self-correcting their review.
  • Restoration- From the two steps above, hopefully, your customer will now be happy with the remedy you have given them. This once again gives trust to your business and they may have even edited the review too. Remember, don’t be afraid to ask them to do this once a resolution has happened!

The best thing to remember when trying to get a customer to change a negative review is prevention. If you can improve upon your customer service, products, or anything else your customers have been consistently complaining about, this is a sure-fire way to prevent negative reviews from occurring in the future.

For more information about reputation management for your business, don’t hesitate to contact us below.

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