Use This to Improve…
Read Time: 4 minutes
Every single day hundreds of business owners throughout the country get negative reviews, ranging from poor customer experience to not fully delivering on the product or service.
Maybe you’ve gotten a couple of these yourself.
Truthfully they sting a bit. I mean who the heck wants to hear that they messed up?
I certainly don’t.
But inside every single one of these “negative” reviews is a little nugget of gold there for you to grab.
That “negative” review is feedback on how you can improve.
Unfortunately, most business owners ignore the review or respond nicely and go about their day.
Let’s go over why these are important and how to use them even if you don’t have any negative reviews.
Why This is Important
Besides the fact that most consumers check reviews before purchasing (roughly 95% of customers read online reviews before buying a product according to Global Newswire.) Google also pushes your product or service up on search engine results if you have better reviews.
So it’s very important to be getting as many good reviews as possible.
“How does this play into marketing my business?”
You can do all the marketing and advertising you want, but if someone is coming to your business and is having a bad experience it’s going to crush your marketing in the long run. (I’ll give an example of this later on)
So how do we utilize those negative reviews and turn them into an opportunity to improve our business?
Let’s dive into it.
Your Negative Reviews
If you have negative reviews sitting on your Google or Facebook profile you’re in luck! This is feedback on how to improve!
Never thought I’d say that about negative reviews haha
What you need to do is take some time and go over each review.
Are there any consistencies?
Is the customer complaining about the speed of delivery?
Are they complaining about customer experience?
Maybe they think the product isn’t great?
Whatever you find to be a consistent issue is something you need to address in your business.
This might mean improving the flow, improving the product, doing better when your team picks up the phone, and even having to fire some people.
It takes time but there is direct feedback on improving your business just waiting for you there.
Your Comment Section
Don’t have any bad reviews on Google? Great!
Let’s look at your comment section, specifically the comment section of your Facebook Ads.
There have been multiple times where I am running successful ads for a client and a disgruntled customer decides to leave a comment about an issue they had.
Almost overnight those ads will start to perform poorly because people are seeing that comment and deciding not to dive deeper into the product or service.
This is a perfect example of how negative reviews can impact your marketing and advertising.
So if you don’t have any negative reviews on Google, try looking at your Facebook or Instagram ads or posts.
Your Competitors Reviews
Now let’s say you’ve run a perfect business and don’t have any negative reviews. Congrats!
Looks like you don’t have anything to improve on! You can skip this section!
Just kidding, there is always something you can improve on, including beating out your competitors.
Go through every competitor you have and start going through their Google Reviews and Facebook Ads.
Don’t forget you can use Facebook Ad Library to look at their ads.
Then start to list out the consistencies in their negative reviews.
Not only does this give you feedback to make your business better than theirs, but it also gives you marketing and advertising topics to start to go after.
Does your competitor have a bad customer experience? Great, run ads saying that you provide the best customer experience.
Does your competitor have a poorly made product? Great, run ads saying that your product is better.
You get the point!
Negative reviews stink and no one likes getting them, but taking them as honest feedback is a great way to improve your business.
It also gives you a better chance of not getting more negative reviews!
1. Negative reviews stink
2. It’s feedback to improve your business
3. Check your Google Reviews
4. Check your comment section
5. Check your competitor’s reviews.