Two Things Not to Do when Dealing with Complaints and Bad Reviews
Your company’s reputation is not based only on the reviews it receives, but also on social interactions. It’s an amalgamation of the comments, reactions and shares of your content you get on social platforms. If social media is part of your marketing strategy (which it definitely should) then a negative comment on your postings will influence your reputation.
Don’t Ignore Social Media
Complaints can come from different sources and via different mediums. According to a study about complaints, 62% are considered “Offstage Haters” and 38% are “On-Stage Haters”. Off-stage haters usually complain about a company directly via e-mail or phone. They are looking for a solution or clarification on their issue. On the other hand, on-stage haters look to vent their frustration with a company on social media and forums. These users are looking for an audience and not really interested in an answer or a solution.
Even if the majority of the complaints might come through online customer service, a few negative complaints on social media will have a devastating effect on a company’s online reputation. That is why it’s important not to ignore social media. Also, it’s important to address all complaints and reviews — both from the on-stage and the off-stage types.
Don’t Get Discouraged by Bad Reviews
Negative reviews are almost inevitable, so don’t let it discourage you. Bad and even erroneous reviews can be a great resource to improve your business. How?
- They hint you what clients think of your products or services
- You can extract insights for product/process improvements
- They are an opportunity to showcase your customer service
- They increase the credibility of your positive reviews
Bad reviews will provide you an honest opinion of your products and services. Sure, it might be slightly stingy, but acknowledging mistakes and improving these is a more productive approach. Further, any reviews and your reaction to them is an opportunity to demonstrate your customer service capabilities. The cherry on top is that bad reviews will give more credibility to your positive reviews. When you think about it — a company with an impeccable track with 200 positive reviews and 0 negative ones, then there is a high likelihood many positive reviews are fake or artificial. In contrast, a company with 100 positive reviews with a few bad ones exudes a more authentic profile.
Looking from this perspective and seeing that bad reviews (within a certain threshold) can have a positive impact on your business, makes it a less stressful affair.