So, you’ve worked hard to get your website and social media to a place where you can be found, and people can learn all about your optical business and it’s products and excellent customer service. Things are going along just fine. People are starting to follow you, like you, share your posts and visit your website.
Suddenly, a customer posts a bad review on your social media page!
It’s not the end of the world. Sometimes negative reviews happen. However, there are some things you need to know to make the best out of the situation. And, if all goes well, you could actually spin a negative online review into a positive one for your optical store.
There is significant evidence that a bad review can hurt your bottom line. According to a survey by Zendesk in 2013, customers are much more likely to leave a bad review on social media than they are a positive one. Furthermore, 88% of more than 1,000 U.S. survey respondents said their purchase decisions are influenced by online reviews. According to Reevoo, reviews produce an average 18% uplift in sales. However, negative reviews can turn potential customers away in a heartbeat.
More and more, people are turning to the Internet and Social Media to do research before and during the purchase process. Web-savvy purchasers are factoring in online reviews in their decision-making, so you can’t just ignore the reviews and hope they go away.
Here are some helpful tips how to deal with negative online reviews.