Negative reviews: we are looking only for positive ones)

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Negative reviews have always been, are and will always be, especially in the trade industry. Another thing is how objective they are. But be that as it may, this is definitely not something to be afraid of or try to avoid, it is much better to learn how to extract the maximum benefit from them for your business. Maybe for someone this will be news, but in negative reviews you can find many advantages. At the same time, it is always important to identify the reason for their appearance and learn how to work with them correctly. Especially considering the fact that buyers are more inclined to trust negative comments than positive ones.

Negative reviews

Why do negative reviews appear?
There are several reasons for the emergence of negative reviews. You need to know about them in order to better understand their essence, and therefore the specifics of working with them. Why do clients write negative reviews?

They think they were deceived. For righteous anger azerbaijan email list of buyers it is enough to mix up the color of a T-shirt or the size of sneakers, and if the client does not receive his goods at all, then you definitely can’t do without angry responses.
Dissatisfied with the quality of the product. The same feelings will be caused in the buyer by a defective product or gadget that breaks shortly after purchase.
Disappointed by poor service. Negative reviews often complain about slowness, inattention, and lack of professionalism of sellers.
Outraged by the communication with the sales manager. Clients do not tolerate rude behavior and will probably tell others about it.
In favor of competitors. Often the reason for negative reviews is the competitive struggle. That is, there are no objective reasons for negative comments, they are left simply to spite.
The Benefits of Negative Reviews
Almost any negative review can bring positive aspects to the company, for example:

Identifying customer needs. Comments can often reveal what problems consumers want to solve with the product, and what exactly they don’t like about it. This way, you can improve the quality of the product and service as much as possible.
Increasing customer loyalty and trust. We have already said that negative reviews are trusted more than positive ones. For regular customers, this is an indicator of openness, and for new ones, the ability to communicate.
Overcoming objections. Responding to negative reviews allows you to change the minds of buyers in front of others.
The Benefits of Negative Reviews

How to respond to negative reviews?
In order to get the most out of negative reviews, you need to learn how to respond to them correctly. You should not trust this important mission to an ordinary employee. This person must have enough knowledge, experience and influence in the eyes of customers. In addition, it is important to learn to manage your emotions, because negative reviews quite naturally cause a response. However, you should pull yourself together in time and not prove your case foaming at the mouth. In general, arguing with a buyer is a bad idea, even if the truth is on your side. In addition, you need to remember that deleting negative reviews is not the best option. Not only will this not solve the problem, but it can also significantly damage the company's reputation. The only reviews that can be safely deleted are those that are classified as outright "trolling". There are no specifics in such comments, it is just "slinging mud", threats and self-affirmation at the expense of the company.

You cannot use templates in responses to negative reviews. This completely negates their weight. In this case, an individual approach is simply necessary. In addition, you should be polite, friendly and tactful, but do not fawn on the client. Also, do not shower them with compliments and apologies. You need to know when to stop, try to be as sincere and sympathetic as possible. The main thing is that your words do not diverge from your actions. Do not put off responding to a negative review (or any other) for too long, it is important that clients see that company representatives are always in touch, ready to make contact and will do everything to solve their problems. Consider all aspects, put them into practice and turn negative reviews into a positive experience.