Negative Reviews for No Reason
One New York restaurant wanted to know why they were getting negative reviews that claimed they were slow in service even though they had hired plenty of people and did excellent training for their staff. They found, from examining video tapes of their waiters and clients spanning the last 10 years, that average times people spent at the restaurant almost doubled, but it wasn't because of anything the restaurant did or could do. It was because their customers were playing on their smart phones!The data was clear - no doubt about it! It is not their fault.
How should you handle negative reviews?
You might be in a similar situation. You might have all the proof in the world to show that you are right and the reviewers are wrong. What should you do about it?Start interacting with your online reviewers. One study on negative review posts showed that 1/3 of reviewers who posted a negative review went back and posted a positive review when they received a response from the business. The study also found that more than 1/3 of that group removed the original negative post!
Take control of your online reputation by paying attention to reviewers and responding to both their positive and negative reviews.
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