Negative reviews can cost you up to 700 clients a year. Here are four crucial steps to avoid such a significant loss

When you are scolded, you feel insulted. However, your response to an insult in business should be handled differently than you might want to in your daily life.

Reputation Antistress Podcast by Sergii Bidenko

Why companies need reviews

How do reviews that “stick” to your social media accounts, Google Business Cards, catalogues, and service apps affect the business?

A print shop changed a paper supplier. Because of this the shop employees couldn’t complete the orders on time and were rude to the clients. They got negative reviews on Google, and the number of orders and profits dropped drastically in the next three months.

Thankfully, the company analysed the situation promptly and started actively working on its reviews and informational visibility. In four months, it returned to its pre-crisis level of orders and profits.

How negative reviews affect profits

Consider this: around 80% of clients base their purchase decisions on a company’s online reviews. Furthermore, 69% of job applicants reject employers with a poor reputation and negative reviews. These statistics highlight the critical importance of maintaining a positive online presence.

According to Convergys Corp research, one negative online review causes an average loss of 30 clients annually.

Big companies can quickly get 1 or 2 negative reviews per month even without real problems with the product or service they provide. It adds up to 24 negative reviews a year, which means losing 720 potential clients yearly due to negative reviews.

How to handle reviews and not miss out on clients

Here’s an action plan for handling a negative review:

1. When faced with a negative review, it’s crucial to act swiftly

Start by analysing the situation. Contact the customer directly to resolve the issue if the review is valid. Once the problem is resolved, politely ask the customer to consider updating their review to reflect the positive outcome.

2. Post a response

Address it directly to the review’s author, but write it as if all those who may have read it wonder if it’s true.

Show that you care, and be attentive, competent, and confident in your answers. Let people know how they can reach you directly with similar issues. This will lower the risks of negative reviews in the future.

This is how Il Molino Trattoria responded to a negative review from a client:

“Hello, thank you for your time and review. It is essential to us. We are very sorry to hear your last experience with us was ruined. The situation you described happening is simply unacceptable in our establishment. All we can do now besides apologising is get to the bottom of the case and understand what happened. We would appreciate the opportunity to get in touch with you. Please email your phone number to (email address)”

3. File a complaint about a false review

If the review is false and the author doesn’t clarify where and when the issue happened, file a complaint to remove it from the system.

4. Get more positive reviews

When you actively seek out satisfied clients and encourage them to share their positive experiences, you’re not just building a safety net for your reputation; you’re creating opportunities for growth and attracting more clients.

In a time of reposts and copy-paste, sometimes it’s helpful to provide a ready-made solution to achieve the desired result.