The negative review or comment comeback

Does anyone else get a bit of anxiety when a Yelp or Google review alert hits your inbox? How about feeling bummed after pouring your heart into a project that is shared online and then reading someone’s negative comments? I sure have experienced both these scenarios and, in the beginning, I took them personally. I am here to tell you, though, it is possible to turn those bad reviews or negative comments into a positive learning experience.

Yelp and Google are the two platforms most business owners are familiar with when building an online presence. Having your business found online is essential to remain competitive in the digital age, but it comes with a price. Giving your business an online presence makes it vulnerable to public opinion. This challenge is the cause of a business owner’s love/hate relationship with online reviews. Reviews can propel a business to become a local hot spot or the next must-have product, but they can also devastate it. Business owners understand that negative reviews and comments come with the territory. There also needs to be a balance of good and bad reviews.

A bad review or negative comment can open up an opportunity for business improvement. Ask any business owner, and they will confirm they always strive for five-star reviews. However, having only positive reviews can be bad for business as well. Customers who rely on reviews prior to purchase have soared to 97%. Interestingly, 85% of customers read terrible reviews first before making a purchase decision. Today’s consumer wants to know their possible “worst-case scenario” before committing to a brand. There is also a growing trend of distrust of only glowing reviews. In fact, 21% of customers feel this way.

Embracing bad reviews and negative comments can be good for business. Now learning how to respond to them is a delicate balance. Check out my podcast below and hear my steps to utilize when responding to bad reviews or negative comments.  

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