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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 16, 2018

        10 Ways To Step Out Of Your Comfort Zone And Enjoy Taking Risks

        10 Ways To Step Out Of Your Comfort Zone And Enjoy Taking Risks

        The ability to take risks by stepping outside your comfort zone is the primary way by which we grow. But we are often afraid to take that first step.

        In truth, comfort zones are not really about comfort, they are about fear. Break the chains of fear to get outside. Once you do, you will learn to enjoy the process of taking risks and growing in the process.

        Here are 10 ways to help you step out of your comfort zone and get closer to success:

        1. Become aware of what’s outside of your comfort zone

        What are the things that you believe are worth doing but are afraid of doing yourself because of the potential for disappointment or failure?

        Draw a circle and write those things down outside the circle. This process will not only allow you to clearly identify your discomforts, but your comforts. Write identified comforts inside the circle.

        2. Become clear about what you are aiming to overcome

        Take the list of discomforts and go deeper. Remember, the primary emotion you are trying to overcome is fear.

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        How does this fear apply uniquely to each situation? Be very specific.

        Are you afraid of walking up to people and introducing yourself in social situations? Why? Is it because you are insecure about the sound of your voice? Are you insecure about your looks?

        Or, are you afraid of being ignored?

        3. Get comfortable with discomfort

        One way to get outside of your comfort zone is to literally expand it. Make it a goal to avoid running away from discomfort.

        Let’s stay with the theme of meeting people in social settings. If you start feeling a little panicked when talking to someone you’ve just met, try to stay with it a little longer than you normally would before retreating to comfort. If you stay long enough and practice often enough, it will start to become less uncomfortable.

        4. See failure as a teacher

        Many of us are so afraid of failure that we would rather do nothing than take a shot at our dreams.

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        Begin to treat failure as a teacher. What did you learn from the experience? How can you take that lesson to your next adventure to increase your chance of success?

        Many highly successful people failed plenty of times before they succeeded. Here’re some examples:

        10 Famous Failures to Success Stories That Will Inspire You to Carry On

        5. Take baby steps

        Don’t try to jump outside your comfort zone, you will likely become overwhelmed and jump right back in.

        Take small steps toward the fear you are trying to overcome. If you want to do public speaking, start by taking every opportunity to speak to small groups of people. You can even practice with family and friends.

        Take a look at this article on how you can start taking baby steps:

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        The Number One Secret to Life Success: Baby Steps

        6. Hang out with risk takers

        There is no substitute for this step. If you want to become better at something, you must start hanging out with the people who are doing what you want to do and start emulating them. (Here’re 8 Reasons Why Risk Takers Are More Likely To Be Successful).

        Almost inevitably, their influence will start have an effect on your behavior.

        7. Be honest with yourself when you are trying to make excuses

        Don’t say “Oh, I just don’t have the time for this right now.” Instead, be honest and say “I am afraid to do this.”

        Don’t make excuses, just be honest. You will be in a better place to confront what is truly bothering you and increase your chance of moving forward.

        8. Identify how stepping out will benefit you

        What will the ability to engage in public speaking do for your personal and professional growth? Keep these potential benefits in mind as motivations to push through fear.

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        9. Don’t take yourself too seriously

        Learn to laugh at yourself when you make mistakes. Risk taking will inevitably involve failure and setbacks that will sometimes make you look foolish to others. Be happy to roll with the punches when others poke fun.

        If you aren’t convinced yet, check out these 6 Reasons Not to Take Life So Seriously.

        10. Focus on the fun

        Enjoy the process of stepping outside your safe boundaries. Enjoy the fun of discovering things about yourself that you may not have been aware of previously.

        Featured photo credit: Unsplash via unsplash.com

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