Jay Baer, a professional American marketer who is against advertising, described a rather interesting study in his book “Get Feedback: How Negative Reviews Will Make Your Product a Market Leader”.
“We surveyed more than two thousand hotel email list consumers living in the United States who had filed complaints about the work of one company or another over the course of a year.
Everyone had to answer a simple question: "What do they want to get from a modern business?" The completeness and simplicity of the research results were stunning: the number of supporters of a company directly depends on whether the company responds to complaints or not. If it responds, then the army of consumers grows, and if it does not, then there is a decline, and this applies to all customer service channels."
Can negative reviews about a company really have a positive impact on business?
By working with a negative review, you turn it into a company advantage, as you show concern for the client and work on your own mistakes. You become better!
Your responses are read by thousands of users who are potential clients of the company, and not just those who expressed their dissatisfaction.
There is a lot of useful information hidden in negative reviews that reveal the weaknesses of the business. Work with them and make them your strengths.
Responding to a negative review increases your competitiveness. You show that you are ready to communicate with dissatisfied customers and are not afraid of criticism, while others simply try not to notice it.
How to Find Negative Reviews
Properly organized work with negative reviews contributes to the formation of a positive image of the company and helps to track the performance of not only certain employees, but the entire business. However, in order to have something to work with, you need to find it. We want to introduce you to three ways to search for negative reviews in order to respond to them in a timely manner.