As an online retailer, you’ll have to face negative product reviews on daily basis. The effect of these reviews on your business lies in the way you deal with them. Retailer-customer relationship is one of the most significant aspects of any profession. Therefore, as soon as you see any negative customer review popping up on the screen, deal with it immediately!

To reach your set aims in the profession, learn to understand the customers’ natures. Many clients leave negative product analysis in hopes of getting a response from the seller. While, in other cases, customers leave negative reviews because they feel deceived by the product page some way. However, 71% of people, according to a research, post a negative review in hopes of receiving a response. Hence, it is most likely that you can reduce your negative reviews by considering the customers’ feedback and offering solutions to them based on their problems. If you solve their issues, they will most probably change or remove their review.

Always try to make a professional approach toward the customers’ issues. Deal with the buyers in a proficient manner. Be their ultimate rescuer and problem-solver! Don’t let the unreasonable complaints affect your practice. However, you can offer a solution of an exchange, repayment, or return in situations where the negative analysis is about a defective product.

Tips:

  • The earlier, the better!

Never overlook the negative reviews. Deal with them quickly; the earlier the better. Create a daily or weekly agenda to check up on standing reviews, answer the new ones, and to certify that everyone is contented. Use Amazon review tracking tool to keep a track of negative reviews.

 

  • Apologies for the win!

Although it is essential to recognize whether the review is valid or not, your apology will always be the first preference. First, apologize and then proceed. Do this, even if products were broken or damaged in transit or after dispatch.

  • Be helpful
  • Don’t be defensive
  • Apologize

 

  • Get in touch

Make sure that you contact with the maximum customers. Develop the relationship of trust!  Offer your contact information to the customer after the problem has been solved. Then follow up to ensure client’s satisfaction because it is the key to judge scenario.

 

  • Removing Negative Reviews

Although customer interaction should be your first and foremost priority, still, in some cases, it may be your best concern to consult directly with Amazon to delete a negative review. Amazon holds such policies as well with its product analysis controller. Product reviews that fall under this category and liable to be removed are:

  • Related to seller and delivery experience
  • Related to product availability and response
  • Unsuitable Content
  • Numerous negative reviews from the same client
  • Abhorrent speech & violent Content
  • Promotion of illegitimate Conduct
  • Competitors pretending to be a customer and leaving negative reviews.

 

  • Request Good Reviews

Try to solve things the other way round! Why not just counter the negative reviews with the good ones? This is when you’ll get to take benefit from your happy customers. Exchange incentives such, as discounts, for reviews!

 

Negative Reviews Aren’t All Bad

I believe that there is nothing like a “BAD” review! It has something good in it too! These reviews tell you about the progress you’re making in your niche as compare to other sellers. Amazon product research and tracking tool will also help you monitor your progress. All these statistics definitely play a major role in your planning and progress! Sometimes, many bad reviews actually compel clients to buy the concerned product to find out what actually went wrong! That isn’t bad at all, as long as it brings you profit. Is it?

I hope that after all this discussion; you’ll look into the negative reviews in a new way!

Risha Jason
Risha J. is an experienced data analyst who specializes in tech trends, business analysis and industry insight. As she believes that data always tells a story, she likes studying numbers, figuring out what they say about the relevant business and how the information can help business leaders take their visions forward. Risha takes a special interest in digital marketing, ecommerce, consumer behavior, online marketplaces and content marketing.