How To Address Negative Product Reviews

As a business, your reputation weighs heavily upon the reviews that you get. The way that customers share their experiences with your products and services can shape your future sales and memberships. Your goal should be to gain positive reviews always and turn the negative ones around as soon as you realize you have them. You don’t want to have a bare review history because that’s as bad as a negative one. Here’s some information about the fact that having no reviews is as bad as having negative reviews and how to solicit legitimate reviews without paying for them.

Why Reviews Are So Important

The reason that reviews are so direly important is the word of mouth factor. You see, people usually read consumer reviews before they make a buying decision, and they usually share that decision with their loved ones, family, and friends. That means that a prospect has the potential to share a positive or negative word that can hugely affect your productivity. For that reason, you have to stay on top of your reputation and take steps to correct it if something tarnishes it.

Tips for Handling Bad Reviews

There are three steps to handling a bad review, and there are two rules. Rule number one is never to ignore a bad review. Rule number two is never to react negatively to a negative review. Prospects don’t just pay attention to the negative review itself. They pay attention to how you handle the negative review, too. There is a way that you can bounce back from even the worst of reviews and come out of the challenging situation looking like a complete and total hero. Here’s how:

Apologize Immediately

The first thing you need to do is to apologize for the customer’s poor experience no matter what the complaint is. This is something that you must do. It doesn’t matter whether the patron is right or wrong. Just apologize for it. That shows that you are empathetic, compassionate and understanding.

Tell the Customer You Appreciate Him or Her

Let the client know that you appreciate his or her business. Consumers like to see a business that acknowledges their customers. Therefore, you must thank the customer for choosing to deal with your company.

Ask How You Can Resolve the Matter

Finally, ask how you can resolve the problem that the customer had or has. Nine times out of 10, you will be able to turn things around. Even if you can’t, prospects will still see that you tried to resolve the matter. That means a lot.

How to Get Free Positive Reviews

You can get your clients to leave you positive reviews by just asking them when you know they’ve had a great experience. You could also use incentives such as discounts on products and services. Some customers enjoy leaving reviews and don’t need an incentive to do it.

Don’t Buy Reviews!

Buying any reviews at all, whether it’s on Google or Yahoo or anywhere else, is a bad idea. It’s a strategy that will break the trust of customers and get you painfully punished by search engines. According to Podium, “While there are ways to get disingenuous and non-organic reviews, based off of google guidelines to remove inappropriate reviews, the practice is not appreciated by Google (or really any review site). Using fake reviews can result in getting your business blacklisted or worse, as some review sites are cracking down and taking legal action against egregious offenders.”

Make a habit out of asking each one of your customers to leave a review for you. Pretty soon, you’ll get enough of them accumulated to make a difference. If you consistently check your reviews and address the negative ones positively, you’ll build a wonderful company image that customers will value and trust.

Trademarked Social Commerce Slogan Gains Traction

PollCart Thoughts on Social Commerce

PollCart Trademarked Slogan Gains Traction

A long, long time ago, in a cubicle far, far away, the international band of technologists, business experts and people of mystery known as the PollCart team got together.  They were considering how the PollCart system connected customers to friends during an online transaction.  This was more than a simple survey.  This was recreating the experience of shopping with your friends, even if you are actually alone in your room.

In other words, this was Social Commerce.

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A subcommittee of PollCart’s Office of the Deputy Subcommittee of Shopping Arts and Sciences burst into action.  Doing what startups do.  They trademarked “Social Commerce.”  Exhausted, the subcommittee then took a nap.

Months later, the team noticed that the phrase was used in an article on Fortune.com.  The article concerned Buzzfeed’s commerce efforts and how:

“BuzzFeed is chasing the holy grail of “social commerce,” an area that has eluded social platforms like Facebook for years and killed many other startups tackling the category along the way. F-commerce, so to speak, failed because people weren’t ready to shop on Facebook. Retailers have found integration with social platforms to be frustrating as well.”

We knew we were onto something.  After all, it was on Fortune.com.  Buzzfeed is chasing it down as well.

Buzzfeed has created a “Product Lab” to experiment until they find a form of commerce that works.

PollCart’s innovative shopping cart plug-in, perhaps?

“The big prize is, it feels like social commerce is going to be big two years from now, and lets figure out how to be ready.”

We agree.  However, we feel that Social Commerce is here now.  Even as consumer purchases move from bricks-and-mortar to online, people still interact.  Disagree?  Check out the amount and scope of product reviews on retailer sites.

PollCart provides customers a way to directly engage their family and friends in the online shopping process.  In the way it augments the online shopping process, PollCart provides a communal, interactive experience, much like a shopping trip to the mall.

For retailers, PollCart employs Social Commerce to turn your customers into your marketers.  With PollCart, customer acquisition is done by actual customers.  That is the power of Social Commerce.

PollCart—The Holy Grail of Social Commerce—specializes in customer acquisition and online shopping.
PollCart—The Holy Grail of Social Commerce—specializes in customer acquisition and online shopping.