Do you take reviews seriously?

DarthHazard Level 1

August 18, 2017, 8:30 pm

29

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When you have a business online, you have to deal with reviews. Most of the time, if you operate correctly and treat your customers well then you will have many 5 star reviews on your site and it will be extremely beneficial to you because that may attract more customers to your site who may have been reluctant before. But sometimes, you may face a difficult customer or you may not have been able to give the best service to your customer. They may leave a bad review for you on your site or even a third party site. How do you deal with this? Do you ask them to remove it or do you leave it up there?

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Tronia

Tronia

I think the best way to deal with a bad review is to try and contact the customer personally. That way they will feel like you truly care. Then ask them what was the problem, why are they not happy with the services/product, what you can do to make them happier, ...

The main idea is to make them see that you care about every customer and often they will be open to some sort of a deal - for example, an apology or compensation and they will remove the bad review or rate you better.

9 years ago

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DarthHazard

DarthHazard

You've basically summed up the exact and best way that you should react to a bad review/comment. It's important that you try to get to the root of the problem that the customer had that caused them to post that bad review. If you contact them personally and try to sort out the problem then they may think differently of your business and the customer service. If you are able to make them happy then they may retract their bad review.

9 years ago

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Corzhens

Corzhens

That is a sad situation when you are doing your best and still a customer would give you a bad review. Sometimes you will encounter people who have a very high standard for quality that no one would be able to meet his standards. That is one cause of the bad review. But I guess it is all right to appeal to the customer to change the review because it will affect your business and that you may go hungry.

8 years ago

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kgord

kgord

I take reviews seriously. I mean a certain segment of the population is not going to be happy no matter what you do, but most people I think are fair and honest in their reviews so I think it is best to take them seriously, and try to address concerns brought to light.

9 years ago

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JoeMilford

JoeMilford

kgord,
That is true. You can't please everyone and everybody all of the time, and you really should not try to, actually. Generally, i agree that most people are fair in their reviews, but every now and then you can run into a rough customer who is frustrated with who knows what and takes that aggression out on you when you definitely did not deserve it. I have not had that happen to me in my writing or freelancing career, but when I worked retail, years ago, this was definitely a common occurrence.

9 years ago

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peachpurple

peachpurple

kgord
me too, I take reviews seriously especially online shopping sites because when I am going to buy a product, I trust the reviews. If 50% bad, I am not buying it. Why put my money on the risk?

9 years ago

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dragonhunter95

dragonhunter95

Yes. Bad reviews are good for your improvement. but it will reduce your conversations

9 years ago

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clara1993

clara1993

For me review are the base or faundation of any business , When I start a business the first thing I focus on Is to give m4h clients the best services to get maximum reviews, However sometimes when I get bad ratings or reviews then that's when I ask a custom what went wrong and try to fix it, I don't ask them to remove it! That would give another bad image and still the client won't feel satisfied.

9 years ago

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JoeMilford

JoeMilford

clara,
I think that you make a really great point here about not removing the bad reviews. They are a part of running any business, and they need to be acknowledged as much, if not more, than the positive reviews which we may receive. I think you are right in saying that not removing the bad reviews sends the right message to customers. Also, following up on bad reviews with customers is another great idea and just good business if you ask me.

9 years ago

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overcast

overcast

I do take reviews seriously if the client is good. If the client is annoying then you should consider taking reviews less seriously. The reason being people don't know what happens with the changes in the market. And they often give reviews negatively to take revenge. So depending on how you get reviews you have to watch out from such experience and type of customers.

9 years ago

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augusta

augusta

Good reviews are quite good for online businesses.It leaves one's business on a bigger pedestal.You tend to have referrals, of course the Ultimate good profit margin.If you have bad reviews you don't panic, the best bet is to work on yourself for a better rating next time.No need asking for the bad reviews to be removed when your products or services are still crappy.You'll still lose customers in the long run if you do not improve.

9 years ago

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Pixie06

Pixie06

I do check reviews before purchasing many products and if there are many negative reviews then I will for sure not buy the product. That's the reason why I try to provide the best service to mu customers. I work closely with them to understand their needs and I try my best to satisfy them. However, there will always be dissatisfied customers who leave bad reviews on your site. Bad reviews will help you understand where you went wrong and about the improvements that you need to make. We must try our best to see if we can help those dissatisfied customers.

9 years ago

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JoeMilford

JoeMilford

I think you should take reviews very seriously. even if you have one that is negative and un-warranted, an analysis of it could provide strategies as to how to protect yourself from similar reviews in the future. Also, good reviews are clues as to what your customers perceive that you are doing well, so it would be crazy not to capitalize on that type of data and pursue it possible trends further. All reviews should be considered opportunities to improve your business and business practices.

9 years ago

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galegatling

galegatling

Reviews are good way of telling yourself that you are doing either good or bad when it comes to serving your customers. But some reviews specially the negative ones, really do hit you on the spot and so are your other clients or potential clients who would eventually read it. If ever it happens to me, I'd probably reply to that certain review and try to justify as much as I can on my part.

9 years ago

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JonathanS98

JonathanS98

Well, personally right now I don't own a business that requires reviews from customers. However, if I did, I would take them very seriously. In my opinion, reviews should only be removed if they're not relevant towards the actual product or service. However, if it's a legit issue a client or customer of yours is experiencing, it's best to reply to them seeking to help resolve their issues. Rather than deleting the comment as a whole. Deleting the comment seems like you're attempting to hide or covert an issue all for the need of seeking a higher rating. From my perspective, I'd much rather have honest ratings and work on my product, than to just hear what I want to hear. Nevertheless, I take reviews seriously from a consumers point of view. And I would very much so take reviews seriously if I owned a business that sold a product/service that needed reviews.

9 years ago

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farhanahmed009

farhanahmed009

reviews are the main part of your online business .. i normally leave upto client if he wants to give 5 stars or not .. but i just remind him once ..

9 years ago

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overcast

overcast

Yes that's a good method. But how do you handle the negative reviews? I meant to say that some of the time people do have their own share of the opinion. And it is kind of hard to get positive reviews these days. I am working harder to get clients. But one bad review on some platforms can destroy the business. So how do you deal with this?

9 years ago

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Authord

Authord

It's normal and you must expect it to come, because humans are hard to please, there is no services out there without or not even a single user rating it low beyond the normal expectation. that's how humans are wired and you have to face it and shake it off, don't let it dent your motivations or discourage you. If you know the services you offer is quality services and not mediocre or bad services. then you have nothing to worry about, so far you have up to few customers who can testify about your services.
You might as well meet the bad reviewer and have a discussion with him, to know why your services were rated low.

9 years ago

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AlexHarris

AlexHarris

Well quite honestly, it's impossible to make everyone happy and trying to is probably naive. Negative feedback is just as healthy as good feedback is since it helps you improve and adapt your product. If you have someone that is dissatisfied with your product you should reach out and see what they didn't like. Removing bad ratings is like censoring your customers.

9 years ago

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centurion

centurion

I shall apology for my bad service and I shall promise with the customer for the better service of next time and I shall hardly request to remove the bad reviews from the website. I shall try to manage the client for my bad service. Otherwise I shall go to the third party also and will request to delete the bad reviews.

Thanks
Centurion

9 years ago

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Baburra

Baburra

We sell some products online and unfortunately, it is inevitable that some customers will leave unfairly negative reviews even when it is their fault, so I don't really worry too much about it anymore because it can't be helped. I think some people are just like that and for some reason they are too quick to pull the trigger instead of trying to fix the situation they would rather just tarnish a seller's reputation. Having this experience has really made me a lot more understanding towards online sellers so whenever a bad transaction happens wherein I am the buyer, I try as much as possible to contact the seller first and give them the chance to rectify the situation.

9 years ago

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pizzalover

pizzalover

I do, because must of the time they are constructive opinions that would help you to make your business even better.
You have to think very well what you are doing wrong that people gave you that review so you can change what you are doing wrong and start doing it right.
Not always you are going to like your reviews because no one thinks the same as you, they can help you to improve your business, give you ideas that you didn't think about.

9 years ago

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Joteque

Joteque

Yes, you must take your reviews seriously. Most of the time these people are giving their honest opinions and this translates to consumer influence which translates to sales or the lack thereof. Take Amazon for example, most people shop for products and from certain suppliers because of the ratings and reviews which serve as a pretty good guidance. As for a disgruntled customer who may present a bad review, you can also take the Amazon approach to correcting this. Amazon would give me discounts or resend a product or even refund me on a bad purchase. Once you've established communication with the customer and identify the source of their issues. Try to resolve or come to a compromise. Eventually the good reviews will surface once again and with it a greater potential for future sales.

9 years ago

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Krisleen

Krisleen

Personally, I take reviews seriously. On the client's perspective, reviews give an idea on the site you are checking. If you put yourself in the client's position, how will you feel about a site upon reading its reviews? I personally check the reviews first before trying anything so I won't end up wasting my time on poor services or scams. Reviews give the first impressions for clients. This helps them decide whether to try a site or not.

Now let's look at the business owner's perspective. Reviews are very important for business owners because this is what most clients look at a first glance. Reviews can either entice or turn off clients. It should really be taken seriously. Business owners should provide an excellent service to consistently get high ratings. In case of a low rating, you shouldn't ask for the client to remove the bad review. It only aggravates the bad review and impression of the client. Just leave it and make up for it so you still end up having an average rating greater than 4 or close to 5 which is still high.

9 years ago

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mildredtabitha

mildredtabitha

Yes I do take reviews seriously. I would also not ask a customer to remove a bad review. We all have our bad days and I don't expect that customers should understand this. I will make sure to solve issues so can be at the state where I can deliver high quality work. Then continue to do so and get more good reviews. The customer who wrote a bad review may one day forgive you and forgive themselves and come and remove it.

You should never ask someone to remove a bad review, you should continue improving because good reviews will be outstanding and people will forget the bad one.

9 years ago

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Corzhens

Corzhens

Regarding reviews, it seems like the seller is under the mercy of the customer. But I like that arrangement because it’s not really getting control of the customer over the seller but a guarantee of good service or product. It’s scary to think that your business site will be peppered with bad reviews if you commit something wrong or if the customer was shortchanged. However, unfair bad reviews can be neutralized with an explanation as a rebuttal to the allegation.

9 years ago

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jaymish2

jaymish2

I agree that you should take a review as feedback. When customers leave reviews on your website, I would leave a comment after every review, to show how you will improve on that feedback. If the review is really bad, explain to the customer in your comment what went wrong and your plans for improvement. I think that will make you gain some authenticity and credibility. A bad review is not the end of the world.

8 years ago

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Em14

Em14

Reviews are the first thing that I want to check when buying online. It depends on the reviews if I buy it or not. So, if I'm an online seller and gets the negative reviews online I will try to communicate to the one gives the negative feedback and try to settle it. After that, I will ask for a favor if he will delete his previous message and give me good reviews instead.

8 years ago

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