Are Negative Reviews Really That Bad For Your Business?

Due to the highly competitive market, small businesses often rely on word-of-mouth and positive reviews. That’s why it’s preferable to avoid receiving negative reviews, if possible. However, it doesn’t have to be the end of your business if you receive a bad review. The truth is, you won’t always please everyone at all times. And, receiving a negative review can be a way to turn a dissatisfied customer into lifelong loyalists if you respond to their concerns in a caring manner. Did you know that negative reviews can make your brand seem trustworthy and authentic if you take the right steps?

How To Utilize Google Reviews As A Marketing Tool

A Bazaarvoice survey found that 72% of consumers trust online reviews as much as a referral from family and friends. Even a few negative reviews sprinkled throughout the positive reviews are better than no reviews on your Google business page. The reason is that having more reviews makes you more likely to appear higher up on the search engine results page. Here’s how you can maximize those Google reviews to your advantage:

• Have your Google listing linked to your website or add the reviews to your website for social proof.
• Provide ways to increase your reviews online both on Google and Facebook by adding links to your emails, newsletters, and occasional social media posts. 
• Occasionally add your new reviews to your social media posts or update them on your website.
• Ask your regular customers for a review every so often so that you can receive more up-to-date feedback.

How to Turn Negative Reviews Into A Positive Experience

The best thing to do if you receive a negative review is to remain calm and try not to take it personally. While you may not be able to resolve every conflict, you have the power to learn from it and make changes when you can. 

Two-thirds of retailers and brands told Bazaarvoice in a survey that they have used negative reviews to improve their products. They also said more than 70% used negative reviews to improve their customer service. Try using the negative review as constructive feedback to make changes to your product or service. Positive changes make for more positive reviews.

The next step is to respond to the negative review in a positive way. This will show that you took action on their concern and that you appreciate the feedback. It’s also an opportunity to show other potential customers what your customer service is like, as others may be watching how you respond. About half of those who took the Bazaarvoice survey indicated that they are more inclined to become a customer when they see a business reply to a negative review in a way that is productive and helpful.

Final Thoughts And Helpful Statistics

Here are some interesting statistics from a 2024 study about online reviews:

• • 95% of customers read online reviews before buying a product. That comes to over nine out of ten customers who said they read online reviews before they make a purchase. Additionally, 58% of those consumers say they are willing to pay more for products that have good reviews, according to Global Newswire.

• Over 81% of consumers say they are likely to check Google reviews first before making a purchase, according to Review Trackers.

• • 85% of consumers don’t think older reviews are relevant. This gives grace for negative reviews that are now considered “old” and have since gained more positive reviews, according to Bright Local.

• 74% of consumers say that reviews increase trust in a company, according to Finances Online.

• • 68% don’t trust a five-star rating unless there are other reviews. Having a perfect rating can seem fraudulent in the eyes of those consumers, according to Podium. 

• 53% of consumers expect brands to respond to negative reviews in a week, according to Review Trackers.

Notice that responding to negative reviews in a timely manner is important to consumers. A social media manager can check and respond to all reviews on a regular and timely basis for you. They can also update your social media posts and website for you, as well as check all of your website links to ensure they are working properly. Social media managers keep the backend of your business running smoothly and keep your customers happy by taking care of all of the little details for you. 

At Finding Business Balance, we’re experts at helping small businesses in the health and wellness industry with their social media needs. We are the solution to your marketing difficulties whether it’s keeping up with posting content or finding the creative edge to drive the right targeted customers to you. If you want to learn more and brainstorm on your next branding breakthrough, contact us today for your complimentary consultation call.