With all these online review sites popping up all over the place, many businesses and companies are so afraid of the negative reviews. I want to tell you to embrace the negativity. The negative reviews are, believe it or not, a good thing.
Prior to these online review sites, people would often complain and/or give negative reviews through word-of-mouth to their friends and family. It was nearly impossible to track. Once a customer was lost, the majority of the time the company had no idea.
Now, the negative reviews and lost customers are out there and are right in front of you. If you manage your online reputation properly, you will see them in real-time and will know when it happens. You now have more of a chance to reach out to them, correct the situation and hopefully bring them back as customers.
Negative reviews happen for many reasons. Bad experience, customer felt unappreciated, the employee was having a bad day, the customer was having a bad day, the manager didn’t resolve a problem properly, etc … Whatever it is, most of the time, if handled properly, reaching out to a customer that has left a negative review, and/or resolving the problem with a viable solution and maybe some kind of reward for bringing the matter to your attention or for their inconvenience will change their mind.
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