How to Handle Negative Online Reviews
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The New “Word of Mouth”
Online reviews are the new “word of mouth”, but word travels a lot faster online.
90% of customers read online reviews before visiting a business.
84% of people trust online reviews.
Each 1-star increase can increase revenue 5-9%
Reviews ARE Important.
Many business owners simply ignore their online reviews, or don’t promote getting reviews in fear of getting a negative review.
Good reviews are MORE powerful than negative reviews.
Negative reviews actually provide you with an opportunity to be authentic.
Do NOT Do These Things…
• Ignore the Review
• Get into a War of Words
• Be Defensive
• Blame Others
While these things might be instinct, they will not help your case!
Try These Things Instead…
• Respond Quickly & Apologize
• Be Personal & Authentic
• Try to Fix Damage OFFLINE
• Use it as an Opportunity to Learn
Negative reviews show you’re actually human, and your reviews aren’t fake!
Just Remember This…
Bad reviews are inevitable.
Respond quickly & professionally.
Try to fix the problem offline.
Learn from what people are saying.
Ask your customers for reviews.
ABOUT THE AUTHOR
Hi. My name is Kyle, and I run KVD Digital and own and operate OGAL Web Design in Granbury, Texas. My mission is to help smart business people, like you, learn how to more effectively promote their business online.
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