Once you start managing your online presence, you will soon learn that positive and negative business reviews are everpresent. It should be reasonably obvious that you should always try to have as many positive reviews as possible. But, it is also worth noting that negative reviews have their role to play. So, we will use this article to take a closer look and business reviews in general and how to consider and utilize them.
How customer reviews shape the image of your company
Customers’ reviews are, essentially, an honest evaluation of your company. At least that is how your customer perceives them. Sure, your business may come up in some lists, or you may get recommended by a fellow company. But, whether or not a customer chooses to work with you is usually predicated on your reviews. Customers see reviews as unfiltered, unbiased experiences of your company. Therefore, they give customers the truest info on how competent you are and whether you do your business honestly. With this in mind, it should be pretty apparent that you should try to get plenty of reviews and keep a close eye on them.
Positive reviews
Having a ton of positive reviews is a dream for any company. In fact, it is so helpful that many companies ask their customers to leave one. Good reviews impact your brand image in different ways. So, the more of them you get, the more likely you are to see a notable increase in both online traffic and revenue, especially if the reviewers take the time to elaborate on why they are giving you a positive review.
Better online rating
Not all online reviews are worth the same. While every good word from a satisfied customer is worthwhile, some are simply better than others, for instance, those coming from well-established business review sites. It is much better to get a good review on one of the reputable platforms that focus on your line of work than to get a good review from an obscure website that reviews anything and everything. Getting praise from an experienced, well-regarded professional is worth much more than from an everyday customer. Of course, both of those are worth something. But, it is essential to note the difference.
Bothe positive and negative business reviews help you build trust with customers
The more reviews you have, the easier it is for your customers to trust you. This is why the number of reviews still matters, even if they are not the same value. A large number of reviews paints a picture that you are not only competent but also quite experienced. After all, you had to work with many people to get a decent number of reviews. If your customer can go through pages and pages of positive customer reviews, rest easy that they will consider you for their future needs.
Brand promotion
Every instance where your company is mentioned online is brand promotion. If someone mentions your company name, your online presence grows and develops. So, if you are seriously tackling your brand identity, it is worth considering the role of reviews. Remember that besides written form, you can also have video reviews. A positive video review from an established professional can do wonders for your brand promotion, especially if you are still trying to break the ice. Therefore, it is sometimes worth asking for reviews just to get that influx of online traffic.
Negative reviews and how to make use of them
It is easy to understand the value of positive reviews. After all, who cannot appreciate something good said about them. But, when it comes to negative reviews, people are often taken aback. Some dread the thought of having bad reviews, as they believe that customers will focus solely on them. At the same time, others try to delete or discredit bad reviews at any cost. Well, both approaches are wrong as negative reviews have their role to play.
A chance to talk with your customers
First of all, negative reviews let you learn about your company. Company owners usually think that their business practice is flawless and their employees can do no wrong. But, of course, this is seldom the truth. Every negative review gives you a glimpse of what happened when your business didn’t make a good impression. In certain instances, this can be solely the customer’s fault, as they can be pretty difficult in their own right. But, in some other cases, there can be something valuable to learn from the interaction, especially if you get multiple reviews that say the same thing.
Transparency
Deleting negative reviews is an overall bad idea. Sooner or later, your customer will figure out that you only let positive reviews shine. This paints a false picture of your company, which is why reputable review platforms don’t allow for any review alteration. If you do get a bad review, you can use it as an opportunity to manage your online presence and let your voice be heard. Be assured that the customers will read your response and that they will take notice if it is confrontational or oblivious to the issue. Finally, keep in mind that having zero negative reviews is seen as suspicious, especially if your positive reviews are all similar. Even top companies have some negative reviews due to obnoxious customers. So, if you end up with a couple, don’t worry about them. Instead, see them as an opportunity to communicate with your customers.
Final thoughts about positive and negative business reviews
By understanding that both positive and negative business reviews have a role to play, you will be able to approach them with a level of maturity. Use good reviews to boost your morale and see them as brand promotion. And use negative reviews to learn about potential issues and to respond to dissatisfied customers. That way, you will effectively manage your online presence and give your company a high level of transparency.