You’re working hard to take care of your customers. To give them an upscale experience while they enjoy the benefits of your product or service.
Customer feedback is usually great. 5 star reviews and “attaboys” all around.
Then it happens – the scathing 1 star review!
Maybe it’s a customer you can’t remember. Or a customer who asked for something you don’t even offer. Or maybe the customer was just bat-shit crazy and no one on earth can make them happy.
Whatever the reason for the review, seeing that 1 star notification flips people out.
They want to respond. To put the crazy person back in their place. To defend their honor.
Send that crazy reviewer a thank you note instead.
ESPECIALLY if you sell an expensive product or service!
Negative Reviews Are Good for Business
Let me be clear here…if you’ve got a steady stream of bad reviews, you’ve got a problem you need address somewhere in your business.
But if you normally get great reviews and have noticed a few bad or negative reviews popping up, don’t lose your mind.
The super smart folks at Northwestern University recently concluded that BAD reviews are actually GOOD for business.
The reason was that profiles with all 5 star reviews are perceived as “too good to be true”.
They suggest a target profiles with reviews averaging 4 – 4.7 were the most credible.
Also, their study showed that among higher priced products, this type of review profile increased your conversion rates by 380%!
So next time you get that horrible 1 star review, don’t get into a flame war in the responses.
Instead, simply ignore it.
Or offer them an olive branch. Thank them for their feedback and invite them to contact you to see what you can do to make things right.
But secretly, you can cheer just a little bit for keeping you in the mid-4s which helps your conversion rates with the rest of the non-crazies out there!