Bad Review Buzzwords That Destroy Businesses
You depend on reviews to get new business whether you like it or not. There are a number of popular review sites like Yelp and Trip Advisor that rank high on search engines, and many times these sites are the first places new customers land. One bad review doesn’t make much of a dent when there are a number of other glowing reviews. However, there are some key buzzwords that can seriously hurt your business.
If you do have a number of stellar reviews, take an honest assessment of where they came from. Did you commission them and is that obvious in the writing? Whether you’re an Ocoee adventure center or a local outdoor shop, you might be in trouble if the good reviews reek of falseness and the bad reviews are severe. Don’t get stuck down the Ocoee River without a paddle.
The Big Offenders
Surprisingly, “phone” is one of the worst things you can have in a bad review. Employees on their phones are the pinnacle of horrible customer service. It’s one thing if a bad review says, “the customer service was bad” and another if it goes into details. “The clerk was on his phone the entire time” is a much worse message. It also reeks of truth.
The most hurtful bad reviews are those that provide details. People can easily recognize a rant and may ignore it. However, a controlled, detailed description of a bad experience can kill your business. Other words to watch out for are “texting,” “talking” (clerks to each other, not to customers), and “surfing.”
Disappointment Is Worse Than Wrath
Remember how much worse it was when your parents said they were “disappointed in you” instead of simply angry? It holds true in customer service as well. A review that says, “Don’t EVER GO THERE” is not nearly as powerful as “I’m really disappointed because I thought I’d found the right store and I was wrong.” See the difference?
People naturally empathize with others and if a well-crafted bad review resonates, then it’s taking away customers. You’ve seen those bad reviews filled with caps and exclamation points. They’re shocking and unprofessional, and there’s a good chance other readers will notice that. It’s the disappointed reviews that you need to watch out for.
The Silver Lining
You don’t have a very good chance of appeasing the rage-filled reviewers. However, if someone has taken the time to write a well-constructed, disappointed review, then you might be able to salvage the relationship. Reach out to that customer without the intention of getting him or her to remove the review. Honestly do your best to correct the issue.
A meaningful apology without any blame at all can do wonders. Sweeten the deal by offering a free product or service. A lot of the time, all a person wants is to be recognized and for someone to own up to a mistake or an oversight. You might just win a customer for life.