"Delete, delete delete!" That's how most of us respond to negative reviews on our stores. But is there a better way?
We’ve all been there: One day you open an inbox to find an email from your reviews solution saying “You have a new review!” You’re excited to see what another one of your happy shoppers has to say, only to open the email and see this particular shopper was...less-than-happy. You panic, thinking, “Oh no! What do I do?!” And start logging into your reviews moderation page, your mouse hovering over the “Delete” button--but is that really the best way to handle it? Read on to find out Yotpo’s best practices for handling all different types of reviews.
People who leave truly glowing reviews have helped you out by letting the world know how much they love your store and products, but don’t let it stop there. When you spot a potential evangelist, take the opportunity to develop a relationship with them. A customer who is enthusiastic and vocal can be one of the strongest marketing tools in your arsenal; Even if you have the best marketing copy in the world, shoppers are 12 times more likely to trust a review over your description of a product.
Pro Tip: When you get a glowing review, approach the reviewer privately and ask if you can use their review elsewhere on your site and in your marketing materials. For example, include snippets from glowing reviews on your check-out page or in an e-mail campaign.
When you get a positive review, it’s best to respond to it publicly. Try to respond to as many positive reviews as you can, it shows your current and past shoppers that you really value and appreciate their feedback, making them more likely to leave it. A quick thanks will do, but a personal response is even better.
Pro Tip: If you’re responding to a lot of reviews, you may be tempted to use a boilerplate answer--don’t do it! Try to vary your responses and make them as personal as possible; include the reviewers name and try to respond to a specific aspect of the review. For example, don’t say “Thanks for the awesome review!” say “Thanks for the awesome review, Carol! We’re so happy to hear you like the fit of your new shirt--enjoy!”
Although “the customer is always right,” sometimes they just get it wrong. We’ve all seen this type of review; whether positive or negative, it’s filled information that just isn’t true. If the review is blatantly wrong and could be considered misleading to new shoppers.
Pro Tip: Reach out to these reviewers privately to try and suss out why they included inaccurate info in their review. At best, they’ll see they were wrong and post a new review. At worst, you’ll simply have to hear from an angry customer.
Negative reviews scare a lot of store owners, but they are actually a blessing in disguise. Assuming something actually went wrong, an error on your end should be seen as an opportunity to amaze your shoppers with excellent customer service. Studies show that 90% of customers will give you a second chance if you resolve their issue in a timely manner. At Yotpo, we always recommend you go ahead and post negative reviews because it lends credibility to the rest of the good reviews and also helps customers get a real feel for the product.
Pro Tip: Don’t just resolve a customer’s problem, go above and beyond and you’ll have a customer for life. There’s lots of ways to wow them with great customer service--simply taking the time to get on the phone with them to apologize for a mistake can go a long way. If it’s possible, you might consider giving them a small gift from your store
Now that you know the best way to handle all of these types of reviews, have you been doing it right?
Any other tips for best practices when handling happy or angry shoppers? Let us know below!