5 Tactics to Combat Negative Customer Reviews

We all know that customer reviews are becoming an increasingly important part of the buying process. In a world of social media and review sites like Yelp, shoppers are looking for second, third and even fourth opinions before making a purchase. This means that you should work to actively grow your review base, but in the process, you’re bound to get a negative review or two along the way.

 

And while this may seem like an issue at first, there are several ways that you can turn a negative into a positive. To learn five of my favorite tricks, check out this quick video.

Questions? I’m at your service – just leave me a comment in the box below!

17 Responses to “5 Tactics to Combat Negative Customer Reviews”

  1. Danica

    It would be REALLY helpful to be able to respond to reviews. I understand the work-around you mentioned above in editing the customer review and adding your comments, however, that is not optimal. Please have the development team consider adding this function. It will help turn negative customer reviews into positive experiences for the customer, and show others how great our customer service is.

    Reply
  2. Peter

    In my experience, about 60-70% of negative reviews are written by competitors frustrated by our dominance over them in organic search. It’s their only recourse, and the extent to which it is effective is very much a subject for debate.

    Reply
  3. Jeff

    Hi Matt – Great information. We actually do respond to many of our negative reviews and I think customers appreciate that. We currently have over 6400 product reviews. The biggest complain we hear from folks who fill out the review is how “vague” it is or that the questions don’t accurately reflect how they want to score us. We’d love an opportunity to edit/personalize the review that is sent out. Hopefully Volusion will have this capability in the next release! 🙂

    Great article!

    Reply
    • Matt Winn

      Hi Jeff, thanks for watching the video. Glad to hear that you’re so active in monitoring and responding to your reviews – quite an accomplishment in having so many! Just curious: are you actively seeking product reviews via email or any other communication touchpoint, or are you gaining that many organically?

      That’s excellent feedback on the ability to make adjustments to the review questions to provide more guided answers from your customers. I’ll absolutely deliver this request directly to our Product team for consideration.

      Keep up the great work – and thanks for the feedback!

      Reply
      • Jeff

        Matt – Our customer reviews are generated from the product review survey we send out 7 days after a package leaves our store. The information we have received, both good and bad, has been a great learning tool for all of us. Following up via email has helped us keep some customers who were otherwise originally not satisfied with our service for one reason or another.

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        • Matt Winn

          Hey Jeff, thanks for the info. Definitely solid advice for the community – congrats on your success!

          Reply
  4. Douglas Foster

    I also wanted to note that editing the review to leave a response changes the date of the review. If the original reviewer were to see that it might be a potential problem.

    Reply
    • Matt Winn

      Hi Douglas, thanks again for the feedback. The information presented was meant to provide best practices across multiple platforms, including social media, forums, etc., so I definitely appreciate the ideas on how we can make improvements to help facilitate those ideas, specific to the Volusion platform. I’ll personally pass this along to my contacts on the Product team for their input and review. Thanks!

      Reply
      • Justin

        I agree with Douglas – it would be very helpful if there were a way to respond to a review without editing it.

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        • Gracelyn Tan

          I will definitely let our Product team know. Thanks for your input, Justin!

          Reply
  5. Douglas Foster

    Matt,
    While I appreciate your answer and “work-around”, the post above seemed to lead towards a Professional way of handling Negative Customer Feedback, and yet the answer for #1 you gave seems like a very Un-professional way of responding to a customer review. I remember 2 years ago we were able to use HTML and change the look and color of our response so that it was clear it was from someone else.
    Wouldn’t editing a customer review lead to the possibility of customer worry that we had edited the review? It doesn’t leave much trust if it seems edited.
    And the other main reason to responding to customer reviews is to show potential future customers that you do care to resolve customer issues, so emailing the original reviewer only does half the job.
    Please note that it’s very difficult to even leave a reply to this post as the buttons are hidden.

    Reply
  6. Ethan

    Hi Matt, Tip #1 would be great if Volusion had a response system in place for our reviews. How do you suggest we leave a proper response with the existing system?

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    • Matt Winn

      Hi Ethan, great question. Responding to reviews in this case can take place in a couple of forms. First, if you’d like to respond to a customer review directly on your product page, you can edit the review itself to add your feedback after the original comment. Of course, make it quite clear that you’re the business owner by saying something like, “FROM THE OWNER:” or another similar phrase. Secondly, for a much more personal touch, you can pull the email address from the customer account, via the Customer ID on the review, and send them a personalized email that helps to rectify their complaint. This is particularly helpful if you’re looking to provide them with a discount or refund that you don’t want publicized.

      Hope this helps!
      -Matt

      Reply
  7. Douglas Foster

    #1. How do we respond to reviews on Volusion?

    Reply
    • Matt Winn

      Howdy Douglas, thanks for watching. Just left a response on a similar question from Ethan below – the information listed should be able to help you out. Thanks, and happy selling!

      Reply

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