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15 Ways to Turn Negative Reviews Into Positive Results

15 Ways to Turn Negative Reviews Into Positive Results

So, you’ve gotten a terrible review from a disgruntled customer and are scared of the repercussions.  Now what?

Thanks to social media and open review sites such a Yelp, Trip Adviser, or even retail platforms such as Amazon, it’s easy for business owners to fear the effects of a negative review. Negative reviews can be a strong deterrent for new costumers, even more so when a negative review manages to amass a large amount of unwanted attention.  Not all hope is lost, though.

Take for example the case of sugar free Haribo gummy bears.  The sugar substitute of choice has given more than one costumer serious digestive issues. Here are some of the most terrifying Amazon reviews we’ve ever seen:

Bad Testimonial

    Despite the more than 200 horror stories and mentions of chaos in important publications such as Business Insider, Haribo’s Sugar Free “Hellbears” have managed to maintain a solid rating of three stars on Amazon.

     

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    Horrible Testimonial

      and

      The Worst Testimonial

         

        This product has effectively turned its negative feedback into astonishingly positive results and we know how.

        Here are 15 ways to turn negative reviews into positive results.

        1. Prevention is key (think ahead)

        Whether you are selling a product or offering a service, it is important to provide your customers with as much information as possible. Many negative reviews are the result of lack of information in a customer’s part and could have easily been avoided if information were easily available. How were Haribo’s customers to know about the digestive effects of lycasin in their gummy bears? What is lycasin to begin with?

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        2. Know it is impossible to please everyone.

        Haribo’s gummy bears carry a label warning users about digestive discomfort. Still, many customers left negative reviews and this can happen to anyone. The fact of the matter is this: likes, dislikes, and the accompanying opinions are subjective. No matter how much information you provide or how smoothly you operate, someone will be unhappy. Just do your best.

        3. Do not panic.

        Take a deep breath; negative feedback is a part of life.  Relax and remember it’s not the end of the world. Nothing great was built in one day and success involves a few bumps on the road.

        4. Focus on your goals.

        What are you trying to provide? Whether it’s sugar free candy or tech support, it is important to stay true to your objectives as both a business and an individual. When receiving negative reviews, the urge to micromanage or enact drastic changes can be self-destructive. Isolate the issues at hand, but do not allow them to consume you and skew your ideals.

        5. Do your research.

        Before you reply to the negative review in question, do your research.  Read it, circulate it around the company, and ask questions. Try to think of the circumstances and reasons this review was given in order to prepare a response.

        6.  Give a timely response.

        Timing is key. The faster a negative review is addressed, the more manageable the discussion.  Make information available, clear up any possible misunderstandings, and reply to any initial inquiries. A negative review can quickly be turned around with a quick response. Effective customer service shows professionalism and integrity.

        7. Listen to understand.

        Some customer reviews are more manageable than others and some clients are more willing to cooperate than others. After establishing initial contact, do not be alarmed if the response is not as warm as you expected. Simply listen, do not judge and most importantly do not ignore the client’s needs. Ignoring a negative review does not make it go away; it only makes things worse.

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        8. Ask, ask, ask.

        This is where the learning experience begins. Ask open-ended questions such as, “What would you like us to do?” or “Why do you think _____ did not work for you?” Asking for specifics will help you understand the feedback clearly.

        9. Take Responsibility.

        You’ve kept your goals in mind, provided customers with information and listened attentively. While trying to clear up any misunderstanding or trying to understand what caused the negative review, it is important that you are accountable for your thoughts and actions.  Don’t look for excuses, and don’t be afraid to admit you are at fault.  The more accountable you are for your thoughts and actions, the more credible you are. and the more likely people will want to do business with you in the future.

        10. Remember loyal customers are responsive.

        Customers who bought the cursed gummy bears did so under the promise that despite being sugar free, taste and quality would not be compromised. These were loyal customers who received a shock and openly voiced their opinion. It is the same for every other business. If a client has taken time out of their busy schedules to leave a negative review, chances are this customer is in that situation. Turn a negative review into a positive by reminding them what it is that made them choose you in the first place.

        11. Solve the problem.

        It’s as simple as that. When a grievance is legitimate, all you have to do is solve the problem. Upgrade shipping, skip to the front of the line, and send a new product. You’ve heard the grievance; now fix it.

        12. Learn from the process.

        It is difficult to keep track of everything. Negative reviews help business owners spot the few missing links in their system. This is one of the greatest things about negative feedback. Pay attention, make the necessary changes and use it as a chance to improve. Clients will notice and will appreciate an enterprise that is willing to adapt to their needs.  Acknowledge the changes you’ve made and how you got there. With negative feedback comes great progress.

        13. Be appreciative.

        The bottom line is that by leaving a negative review, the client is doing you a favor. You are being given a chance to improve, and you’re being shown a weak point and a chance to excel at customer service, whether or not the review is justified. Letting someone know they’ve forced you to make changes can go a long way in cementing long-term support for you and your company

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        14. Find the silver lining.

        Imagine a world without negative feedback. You would have no way of knowing how to improve and a complete lack of clientele interaction. No matter how terrible a review, or how difficult the customer, think of the rewards that come with staying positive. Sometimes merely accepting your shortcomings and doing the best with what you have is enough. Sure, this isn’t the type of candy you can pass out during Halloween, but it’s definitely a great alternative to mineral oil for a parent with a stubborn child. Get creative!

        15. Treat yourself.

        Hearing negative feedback or getting a bad review can be stressful. Once the issue has been dealt with and you and your team have turned it into a learning experience, treat yourselves. Plan something small to help not only your morale, but also that of your team. Turn negative feedback and crisis management into a positive so that in the future you’ll be able to reap even more positive results.

        Bree Gotsdiner the Founder of Publicly Related and a professor at the University of Central Florida recently authored a book on reputation management (Sex, Lies and Your Reputation). When we asked “What is the most important thing a small business should do to remain aware of their online reputation?” she mentioned “Tracking is the most important factor for your online reputation. I often meet with business owners that have had negative reviews that may have siphoned thousands of potential dollars from their business that they never knew about. It is essential that you are aware of your reviews and reputation and are active when responding.

        Have you ever left a negative review? If so, how do you feel the business handled it?

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        Joel Goldstein

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        Last Updated on August 19, 2019

        How to Be True to Yourself and Live the Life You Want

        How to Be True to Yourself and Live the Life You Want

        We live in a world that constantly tells us what to do, how to act, what to be. Knowing how to be true to yourself and live the life you want can be a challenge.

        When someone asks how we are, we assume that the person does not mean the question sincerely, for it would lead to an in depth conversation. So telling them that you are good or fine, even if you’re not, is the usual answer.

        In an ideal world, we would stop and truly listen. We wouldn’t be afraid to be ourselves. Instead, when we answer about how we are doing, our mask, the persona we show the world, tightens. Sometimes even more so than it might have been before. Eventually, it becomes hard to take off, even when you’re alone.

        Imagine a world where we asked how someone was doing and they really told us. Imagine a world where there were no masks, only transparency when we talked to one another.

        If you want to live in a world that celebrates who you are, mistakes and all, take off the mask. It doesn’t mean you have to be positive or fine all the time.

        According to a Danish psychologist, Svend Brinkman, we expect each other to be happy and fine every second, and we expect it of ourselves. And that “has a dark side.”[1] Positive psychology can have its perks but not at the expense at hiding how you truly feel in order to remain seemingly positive to others.

        No one can feel positive all the time and yet, that is what our culture teaches us to embrace. We have to unlearn this. That said, telling others you are ‘“fine”’ all the time is actually detrimental to your wellbeing, because it stops you from being assertive, from being authentic or your truest self.

        When you acknowledge a feeling, it leads you to the problem that’s causing that feeling; and once you identify the problem, you can find a solution to it. When you hide that feeling, you stuff it way down so no one can help you.You can’t even help yourself.

        Feelings are there for one reason: to be felt. That doesn’t mean you have to act on that feeling. It just means that you start the process of problem solving so you can live the life you want.

        1. Embrace Your Vulnerability

        When you are your true self, you can better self-advocate or stand up for what you need. Your self-expression matters, and you should value your voice. It’s okay to need things, it’s okay to speak up, and it’s okay not to be okay.

        Telling someone you are simply “fine” when you are not, does your story and your journey a great disservice. Being true to yourself entails embracing all aspects of your existence.

        When you bring your whole self to the table, there is nothing that you can’t beat. Here’re 7 benefits of being vulnerable you should learn.

        Can you take off the mask? This is the toughest thing anyone can do. We have learned to wait until we are safe before we start to be authentic.

        In relationships especially, this can be hard. Some people avoid vulnerability at any cost. And in our relationship with ourselves, we can look in the mirror and immediately put on the mask.

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        It all starts with your story. You have been on your own unique journey. That journey has led you here, to the person you are today. You have to be unafraid, and embrace all aspects of that journey.

        You should seek to thrive, not just survive. That means you do not have to compete or compare yourself with anyone.

        Authenticity means you are enough. It’s enough to be who you are to get what you want.

        What if for the first time ever, you were real? What if you said what you wanted to say, did what you wanted to do, and didn’t apologize for it?

        You were assertive, forthcoming in your opinions or actions to stand for what is right for you, (rather than being passive or aggressive) in doing so. You didn’t let things get to you. You knew you had something special to offer.

        That’s where we all should be.

        So, answer me this:

        How are you, really?

        And know that no matter the answer, you should still be accepted.

        Bravery is in the understanding that you still may not be accepted for your truth.

        Bravery is knowing you matter even when others say that you do not.

        Bravery is believing in yourself when all evidence counters doing so (i.e. past failures or losses)

        Bravery is in being vulnerable while knowing vulnerability is a sign of strength.

        It’s taking control.

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        2. Choose Your Attitude in Adversity

        You can take control of your destiny and live the life you want by being true to yourself. You can start anytime. You can start today.

        You can start with one day at a time, just facing what happens that day. Most of us get overwhelmed when faced with the prospect of a big change. Even if the only thing we change is our attitude.

        In one instant, you can become a different person with a change of attitude. When you take control of your attitude, you become able to better understand what is around you. This allows you to move forward.

        Originally, you may have had a life plan. It could have started when you were little; you were hoping to become a mermaid, doctor, astronaut or all three when you grew up. You were hoping to be someone. You were hoping to be remembered.

        You can still dream those dreams, but eventually reality sets in. Obstacles and struggles arise. You set on a different path when the last one didn’t work out. You think of all the “shoulds” in your life in living the life you want. You should be doing this…should be doing that…

        Clayton Barbeau, psychologist, coined the term “shoulding yourself.’[2] When we are set on one path and find ourselves doing something different. It becomes all the things you should be doing rather than seeing the opportunities right in front of you.

        But in all this disarray, did you lose sight of the real you?

        It may be in our perceived failures and blunders that we lose sight of who we are, because we try to maintain position and status.

        In being who we really are and achieving what we really want, we need to be resilient: How to Build Resilience to Face What Life Throws at You

        It means that we do not see all possibilities of what might happen, but must trust ourselves to begin again, and continue to build the life we want. In the face of adversity, you must choose your attitude.

        Can attitude overcome adversity? It certainly helps. While seeking to be true to yourself and live the life you want, you will have to face a fact:

        Change will happen.

        Whether that change is good or bad is unique to each person and their perspective.

        You might have to start over, once, twice, a few times. It doesn’t mean that everything will be okay, but that you will be okay. What remains or should remain is the true you. When you’ve lost sight of that, you’ve lost sight of everything.

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        And then, you rebuild. Moment after moment, day after day. We all have a choice, and in this moment, that matters.

        You can choose to have a positive attitude, seeing the silver lining in each situation and, where there is none, the potential for one. Maybe that silver lining is you and what you will do with the situation. How will you use it for something good?

        That’s how you can tap into yourself and your power. Sometimes it happens by accident, sometimes on purpose. It can happen when we aren’t even looking for it, or it can be your only focus. Everyone gets there differently.

        You can rise, or you can remain. Your choice.

        When the worst happens, you can rely on your authenticity to pull you through. That’s because Self Advocacy, speaking up to let others know what you need, is part of finding the real you.

        There is nothing wrong with asking for help. Or sometimes, helping others can help us deal with the pain of a hurtful situation. You decide how you’re going to help others, and suddenly, you become your best self.

        3. Do What Makes You Happy When No One’s Looking

        Being the best version of you has nothing to do with your success or your status. It has everything to do with your Character, what you do when no one’s looking.

        In order to create the life you want, you have to be the person you want to be. Faking it till you make it is just a way to white knuckle it through your journey. You have the fire inside of you to make things right, to put the pieces together, to live authentically. And Character is how you get there.

        If you fall down and you help another up while you’re down there, it’s like you rise twice.

        Along with attitude, your character is about the choices you make rather than what happens to you.

        Yes, it’s about doing the right thing even when obstacles seem insurmountable.  It’s about using that mountain you’ve been given to show others it can be moved.  It’s about being unapologetically you, taking control, choosing your attitude in adversity and being the best version of you to create the life you want.

        How do you know what you really want? Is it truly status or success?

        Unfortunately, these things do not always bring happiness. And aspects of our image or “performance driven existence” may not achieve satisfaction. Materialism is part of our refusal to accept ourselves as enough. All the things we use to repress our true selves are about being enough.

        “Enoughness” is what we truly seek, but ego gets in the way.

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        Ego is the perception of self as outer worth. It’s not REAL self worth.

        Ego represses our true self with a new self— the self of chasing ‘“Am I ever enough?”’ questions. And instead of filling our true selves with self-love and acceptance, when we “should ourselves” and chase “enoughness,” we feed the ego or our image.

        It’s important to realize YOU ARE ENOUGH, without all the material trappings.

        Stanford psychologist Meagan O’Reilly describes the damage of not thinking we are enough. One of her tactics for combating this is to complete the sentence,[3]

        “If I believed I were already enough, I’d ____”

        What would you do if you felt you were enough?

        By believing you are enough, you can live the life you want.

        So many fake it to try to get there, and they end up losing themselves when they lose more and more touch with their Authenticity.

        Final Thoughts

        By being yourself, you are being brave. By acknowledging all you can be, you tell the universe that you can until you believe it too. The steps are easy, and you are worth it. All of it is about the purpose you are leading and the passion that is your fuel.

        Being true to yourself is all about mastering how to live life authentically rather than faking or forcing it. Having the life you want (and deserve) is about being trusting in yourself and the purpose you are living for. Both need passion behind it, fueling it each second, or you will experience burn out.

        When you are authentic, you can call the road you walk your own. When you live your life for you and not just the results of all your actions (faking it till you make it), you can let go of what you don’t need. This clarifies and pushes purpose to you, living for something that is greater than you.

        You will find that making decisions based on what will actually achieve your goals, will help you attain the life you want, and your success with each step, will allow you to enjoy the process. Good luck!

        More About Living Your True Self

        Featured photo credit: Ariana Prestes via unsplash.com

        Reference

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