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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

        Entrepeneur

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        Last Updated on March 30, 2020

        What Does Self-Conscious Mean? (And How to Stop Being It)

        What Does Self-Conscious Mean? (And How to Stop Being It)

        Have you ever walked into a room and felt like your nerves simply couldn’t handle it? Your heart beats fast, you start to sweat, and you feel like all eyes are on you (even if they’re really not). This is just one of the many ways that being self-conscious can rear its ugly head.

        You may not even realize you’re self-conscious, and you may be wondering, “What does self-conscious mean?” That’s a good place to start.

        This article will define self-consciousness, show how practically everyone has faced it at one point or another, and give you tips to avoid it.

        What Does Self-Conscious Mean?

        According to the Merriam-Webster dictionary, self-conscious is defined as “conscious of one’s own acts or states as belonging to or originating in oneself.”[1]

        Not so bad, right? There’s another definition, though — one that speaks more to what you’re going through: “feeling uncomfortably conscious of oneself as an object of the observation of others.” For those of us who regularly deal with extreme self-consciousness, that second definition sounds about right.

        There are many different ways self-consciousness can spring up. You may feel self-conscious around people you know, like your family members or closest friends. You may feel self-conscious at work, even though you spend hours every week around your co-workers. Or you may feel self-conscious when out in public and surrounded by strangers. However, you probably don’t feel self-conscious when you’re home alone.

        How to Stop Being Too Self-Conscious

        When you’re in the throes of self-consciousness, it’s nearly impossible to remember how to stop feeling that way. That’s why it’s so important to prepare ahead of time, when you’re feeling ready to tackle the problem instead of succumbing to it.

        Here are a variety of ways to feel better about yourself and stop thinking about how others see you.

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        1. Ask Yourself, “So What?”

        One way to banish negative, self-conscious thoughts is to do just that: banish them.

        The next time you walk into a room and feel your face getting red, think to yourself, “So what?” How much does it really matter if people don’t like how you look or act? What’s the worst that could happen?

        Most of the time, you’ll find that you don’t have a good answer to this question. Then, you can immediately start assigning such thoughts less importance. With self-awareness, you can acknowledge that your negative thoughts are present and realize that you don’t agree with them.[2] They’re just thoughts, after all.

        2. Be Honest

        A lie that self-consciousness might tell is that there’s one way to act or feel. Honestly, though, everyone else is just figuring life out as well. There isn’t a preferred way to show up to an event, gathering, or public place. What you can do is be honest with your feelings and thoughts.[3]

        If you feel offended by something someone says, you don’t have to smile to be polite or laugh to fit in with the crowd. Instead, you can politely say why you disagree or excuse yourself and find a group of people who you relate to better. If you’re nervous, don’t overcompensate by trying to look relaxed and casual — it’ll be obvious you’re putting on a front. Instead, nothing is more endearing than saying, “I’m a little nervous!” to a room of people who probably feel the exact same way.

        On the same note, if you don’t understand why someone wants you to do something, question it. You can do this at work, at home, or even with people you don’t know well. Nobody should force you to do something you don’t want to do.

        Also, even if you’re willing to do what’s asked of you, there’s nothing wrong with asking for more clarification. People will realize that you’re not a person to be bossed around.

        3. Understand Why You’re Struggling at Work

        Being self-conscious at work can get in the way of your daily responsibilities, your relationships with co-workers, and even your career as a whole. If you’re facing some sort of conflict but you’re too nervous to speak up, you may be at the whim of what happens to you instead of taking some control.

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        If you’re usually confident at work, you may be wondering where this new self-consciousness is coming from. It’s possible that you’re dealing with burnout.[4] Common signs are anxiety, fatigue and distraction, all of which can leave you feeling under-confident.

        4. Succeed at Something

        When you create success in your life, it’s easier to feel confident[5] and less self-conscious. If you feel self-conscious at work, finish the project that’s been looming over your head. If you feel self-conscious in the gym, complete an advanced workout class.

        Exposing yourself to what you’re scared of and then succeeding at it in some way (even just by finishing it) can do wonders for your self-esteem. The more confidence you build, the more likely you are to have more success in the future, which will create a cycle of confidence-building.

        5. Treat All of You — Not Just Your Self-Consciousness

        Trying to solve your self-consciousness alone may not treat the root of the problem. Instead, take a well-rounded approach to lower your self-consciousness and build confidence in areas where you may struggle.

        Even professional counselors are embracing this holistic type of treatment[6] because they feel that the health of the mind and body are inextricably linked. This approach combines physical, spiritual, and psychological components. Common activities and treatments include meditation, yoga, massage, and healthy changes to diet and exercise.

        If much of this is new to you, it will pay to give it a try. You never know how it will impact you.

        If you’re feeling self-conscious about how your body looks, a massage that makes you feel great could boost your confidence. If you try a new workout, you could have something exciting to talk about the next time you’re in a group setting.

        Putting yourself in a new situation and learning that you can get through it with grace can give you the confidence to get through all sorts of events and nerve-wracking moments.

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        6. Make the Changes That Are Within Your Control

        Let’s say you walk into a room and you’re self-conscious about how you look. However, you may have put a lot of time and effort into your outfit. Even though it may stand out, this is how you have chosen to express yourself.

        You have to work on your internal confidence, not your external appearance. There’s nothing to change other than your outlook.

        On the other hand, maybe there’s something that you don’t like about yourself that you can change. For example, maybe you hate how a birthmark on your face looks or have varicose veins that you think are unsightly. If you can do something about these things, do it! There’s nothing wrong with changing your appearance (or skills, education, etc.) if it’s going to make you more confident.

        You don’t have to accept your current situation for acceptance’s sake. There’s no award for putting up with something you hate. Confidence is also required to make changes that are scary, even if they’re for the better. Plus, it may be an easier fix than you thought. For example, treating varicose veins doesn’t have to involve surgery — sometimes simple compression stockings will take care of the problem.[7]

        7. Realize That Everyone Has Awkward Moments

        Everyone has said something awkward to someone else and lived to tell the tale. We’ve all forgotten somebody’s name or said, “You too!” when the concession stand girl says to enjoy our movie. Not only are these things uber-common, but they’re not nearly as embarrassing as you feel they are.

        Think about how you react when someone else does something awkward. Do you think, “Wow, that person’s such a loser!” or do you think, “What a relief, I’m not the only one who does that.” Chances are good that’s the same reaction others have to you when you stumble.

        Remember, self-consciousness is a state of mind that you have control over. You don’t have to feel this way. Do what you need to in order to build your confidence, put your self-consciousness in perspective, and start exercising your “I feel awesome about myself” muscle. It’ll get easier with time.

        When Is Being Self-Conscious a Good Thing?

        Self-consciousness can sometimes be a good thing[8], but you have to take the awkwardness and nerves out of it.

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        In this case, “self-aware” is a much better term. Knowing how you come off to people is an excellent trait; you’ll be able to read a room and understand how what you do and say affects others. These are fantastic skills for people work and personal relationships.

        Self-awareness helps you dress appropriately for the occasion, tells you that you’re talking too loud or not loud enough, and guides a conversation so you don’t offend or bore anyone.

        It’s not about being someone you’re not — that can actually have adverse effects, just like self-consciousness. Instead, it’s about turning up certain aspects of yourself to perform well in the situation.

        Final Thoughts

        When you’re self-conscious, you’re constantly battling with yourself in an effort to control how other people view you. You try to change yourself to suit what you think other people want to see.

        The truth, though, is that you can’t actually control how other people view you — and you may not even be correct about how they view you in the first place.

        Being confident doesn’t happen overnight. Instead, it happens in small steps as you slowly build your confidence and say “no” to your self-consciousness. It also requires accepting that you’re going to feel self-conscious sometimes, and that’s okay.

        Sometimes worrying that there is a problem can be more stressful than the problem itself. Feeling bad for feeling self-conscious can be more troublesome than simply feeling it and getting on with the day.

        Forgive yourself for being human and make the small changes that will lead to better confidence in the future.

        More Tips for Improving Your Self-Esteem

        Featured photo credit: Cata via unsplash.com

        Reference

        [1] Merriam-Webster: Self-conscious
        [2] Bustle: 7 Tips On How To Stop Feeling Self-Conscious
        [3] Marc and Angel: 10 Things to Remember When You Feel Unsure of Yourself
        [4] Bostitch: How to Protect Small Businesses From Burnout
        [5] Psychology Today: Self-conscious? Get Over It
        [6] Wake Forest University: Embracing Holistic Medicine
        [7] Center for Vein Restoration: What Causes Venous Ulcers, and How Are They Treated?
        [8] Scientific American: The Pros and Cons of Being Self-Aware

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