All of us have heard lots of time that customer reviews are really good for business and act like a word of mouth publicity, It is 100% true and we have seen the impact of it on ebay (most advanced customer review central) and on Amazon. Now we have search result finding from Google also
According to Google, websites has the tendencies to get the most of the reviews from best customers as much as 80% and probability of getting the good reviews is far more then we get the bad reviews, but there is still chance of getting the bad reviews and few bad reviews can easily demolish your reputation on internet. Review being critical part of your success so how you planned to cop up with that.
Following are the points which can help you to handle the situation.
Don't quit or alter the reviews
First big mistake some entrepreneurs do is to shut down the review section or make it partially open to clients. All reviews first verified by their staff and then posted on website, by doing this they lost the trust of valuable customers from company and even they will never like to come back.
Bad reviewer loves you & knows more about your product or service
May above line confused you little bit ( more then I anticipated :D) but we have to admit that good reviews mostly end within 1 or 2 lines maximum 4 lines but the bad reviews have more then 4 lines, sometime more then full length paragraph and pickup each & every problem associated with your products, they will let you know you how they figured out & sometimes tells how it should work. They know more about your product very well and when they come across to one problem they start seeing the very minor bug which happy clients ignored. Critics are important to excel and they will remain important always
Accept flaws in product and promise to solve asap
If there is any flaw in product please accept and promise clients to solve it asap or announce the next version in which you will solve the problem. It will also help you to regain customers' trust and also keep other people interested in your updates (some news websites, open blogging platforms etc). You can update about progress at regular interval and ask them if they found any other problem so you can cover as much as possible problems in single update. Products and services can have error/bugs but important part is whether we remove them or not and If you succeed to remove and come up error free solution, customer will love your product more then they like before.
Notify publicly when you solves problem
When you solve the problem please notify on your website. Tell other about the issue raised by clients in detail and publish how you solved the problem and help your company to build pool of loyal customer, they know that they not only get good product/service but they will get good customer support also. You can write one good blog post on how you find out the problem and solved it, send email newsletter to all your client & news companies, press release and you can show your gratuity towards the client who told you about errors. Next time give them free product for beta testing and I am sure they will love it. Tell them, they helped lot in making the product or service better and ask them how you can make your service/product better with small note for spreading the mouth of word about your product/swervice.
Always keep edit/update button for review section
Once you have solve the problem and let customers and people know about this you can take benefit of this and ask customer to re-write or edit the previous reviews "highlight edited reviews or new reviews from client who has used your product or service"
Its amazing if you get good reviews but it is not bad if you get the bad reviews ;)
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