Advertising
Advertising

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.

     

    Advertising

    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?

        Advertising

        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.

        Advertising

        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

        Advertising

        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?

        More by this author

        Joel Goldstein

        Entrepeneur

        How to Build Healthy Competition Between Millennial Employees? 4 Visual Merchandising Tips for the Holidays How To Succeed At Your First Sales Job 5 Signs You’re Not Meant to Be A Salesperson Follow These 4 Tips to Make Your App Millennial-Friendly

        Trending in Communication

        1 Positive and Negative Reinforcement: Which Is More Effective? 2 13 Reasons Why You Should Fail Fast to Learn Fast 3 10 Things to Do If You’re Feeling Hopeless About Your Future 4 5 Ways to Help Yourself Advance Your Mental Strength 5 Feeling Like a Failure? 10 Simple Things to Help You Rise Again

        Read Next

        Advertising
        Advertising
        Advertising

        Last Updated on July 3, 2020

        30 Small Habits To Lead A More Peaceful Life

        30 Small Habits To Lead A More Peaceful Life

        In today’s world, true peace must come from within us and our own actions. Here are 30 small things you can do on a regular basis to increase your overall sense of harmony, peace, and well-being:

        1. Don’t go to every fight you’re invited to

        Particularly when you’re around those who thrive on chaos, be willing to decline the invitation to join in on the drama.

        2. Focus on your breath

        Throughout the day, stop to take a few deep breaths. Keep stress at bay with techniques such as “square breathing.” Breathe in for four counts, hold for four counts, then out for four counts, and hold again for four counts. Repeat this cycle four times.

        3. Get organized and purge old items

        A cluttered space often creates a cluttered spirit. Take the time to get rid of anything you haven’t used in a year and invest in organizational systems that help you sustain a level of neatness.

        4. Stop yourself from being judgmental

        Whenever you are tempted to have an opinion about someone else’s life, check your intentions. Judging others creates and promotes negative energy.

        5. Say ‘thank you’ early and often

        Start and end each day with an attitude of gratitude. Look for opportunities in your daily routine and interactions to express appreciation.

        Advertising

        6. Smile more

        Even if you have to “fake it until you make it,” there are many scientific benefits of smiling and laughing. Also, pay attention to your facial expression when you are doing neutral activities such as driving and walking. Turn that frown upside down!

        7. Don’t worry about the future

        As difficult as this sounds, there is a direct connection between staying in the present and living a more peaceful life. You cannot control the future. As the old proverb goes, “Worry is like a rocking chair. It gives you something to do, but it won’t get you anywhere.” Practice gently bringing your thoughts back to the present.

        8. Eat real food

        The closer the food is to the state from which it came from the earth, the better you will feel in eating it. Choose foods that grew from a plant over food that was made in a plant.

        9. Choose being happy over being right

        Too often, we sacrifice inner peace in order to make a point. It’s rarely worth it.

        10. Keep technology out of the bedroom

        Many studies, such as one conducted by Brigham and Women’s Hospital, have connected blue light of electronic devices before bed to adverse sleep and overall health. To make matters worse, many people report that they cannot resist checking email and social media when their cell phone is in reach of their bed, regardless of the time.

        11. Make use of filtering features on social media

        You may not want to “unfriend” someone completely, however you can choose whether you want to follow their posts and/or the sources of information that they share.

        Advertising

        12. Get comfortable with silence

        When you picture someone who is the ultimate state of peace, typically they aren’t talking.

        13. Listen to understand, not to respond

        So often in conversations, we use our ears to give us cues about when it is our turn to say what we want to say. Practice active listening, ask questions, process, then speak.

        14. Put your troubles in a bubble

        Whenever you start to feel anxious, visualize the situation being wrapped in a bubble and then picture that sphere floating away.

        15. Speak more slowly

        Often a lack of peace manifests itself in fast or clipped speech. Take a breath, slow down, and let your thoughtful consideration drive your words.

        16. Don’t procrastinate

        Nothing adds stress to our lives like waiting until the last minute.

        17. Buy a coloring book

        Mandala coloring books for adults are becoming more popular because of their connection to creating inner peace.

        Advertising

        18. Prioritize yourself

        You are the only person who you are guaranteed to live with 24 hours a day for the rest of your life.

        19. Forgive others

        Holding a grudge is hurting you exponentially more than anyone else. Let it go.

        20. Check your expectations

        Presumption often leads to drama. Remember the old saying, “Expectations are premeditated resentments.”

        21. Engage in active play

        Let your inner child come out and have some fun. Jump, dance, play, and pretend!

        22. Stop criticizing yourself

        The world is a hard enough place with more than enough critics. Your life is not served well by being one of them.

        23. Focus your energy and attention on what you want

        Thoughts, words, and actions all create energy. Energy attracts like energy. Put out what you want to get back.

        Advertising

        24. Assign yourself “complaint free” days.

        Make a conscious decision not to complain about anything for a whole day. It might be harder than you think and the awareness will stick with you.

        25. Surround yourself with people you truly enjoy being in the company of

        Personalities tend to be contagious, and not everyone’s is worth catching. Be judicious in your choices.

        26. Manage your money

        Financial concerns rank top on the list of what causes people stress. Take the time each month to do a budget, calculate what you actually spend and sanity check that against the money you have coming in.

        27. Stop trying to control everything

        Not only is your inner control freak sabotaging your sense of peace, it is also likely getting in the way of external relationships as well.

        28. Practice affirmations

        Repeat positive phrases that depict the life and qualities you want to attract. It may not come naturally to you, but it works.

        29. Get up before sunrise

        Personally witnessing the dawn brings a unique sense of awe and appreciation for life.

        30. Be yourself

        Nothing creates more inner discord than trying to be something other than who we really are. Authenticity breeds happiness.

        Featured photo credit: man watching sunrise via stokpic.com

        Read Next