Removing The Power Of Bad Reviews
Many businesses worry about customers posting negative reviews online and the impact those negative reviews may have on their business. While this is a legitimate concern, a bad review is far more powerful when there are no good reviews online to out weigh the bad. Positive customer testimonials and reviews posted online can significantly outweigh a few bad reviews and show that the majority of our customers are happy customers, hopefully very happy customers. Most of us are not surprised with a business having an occasional negative review – sometimes it can even make the more positive reviews seem more credible. But this only holds up if negative reviews are far outweighed by reviews from happy customers.
Managing Your Online Reputation
Where negative reviews are a serious problem is when the bad reviews are running anywhere near to neck-and-neck with the positive reviews. This tells people “this company is bad news, don’t even think about doing business with them.” Or when the only reviews available are bad reviews. Unfortunately, the latter is often caused (bad reviews only) by one of two things:
- The business really isn’t one you want to deal with.
- The business is not being proactive in managing their online reputation.
In the #2 scenario, rather than inviting happy customers to provide them with testimonials and share their positive thoughts online, they leave their online reputation in the hands of the Internet. Not good! Today, business owners who want to have a say in how their business is reported online MUST be proactive in managing what is being said about them online. In a world where most of us, at least in North America and Europe, go online regularly to find out about products, services, brands, etc., we need to be actively harvesting feedback from happy customers and sharing this ‘proof’ of who we are online. Continue reading