Today, more than half of Internet users religiously consult the notices left on the net before making a purchase. In search of reassuring comments and on the lookout for any warnings, they scrutinize the recommendations of other customers before deciding to buy. If you haven’t yet set up a rating system for your products on your e-commerce site for fear of exposing yourself to negative reviews, think again. The risk is well worth it.
On the one hand, because if you offer quality products and you take care of your services, the number of negative reviews on your site will be limited. And on the other hand, because you will be able to control your image. It is indeed preferable that your customers and potential customers can find the information they are looking for on your site rather than on a blog or an ordinary website.
As an online merchant, and especially because deliveries sometimes have surprises in store, you are not immune to a contrary opinion. However, you can turn it into a strength thanks to simple techniques that you can apply right now.
How to react to a contrary opinion
Receiving a negative review is never pleasant, whether you designed the product yourself or not, whether the criticism is justified or not, and whether the customer phrased it politely or not. Moreover, as a passionate entrepreneur, you risk taking it too personally and too personally.
First of all, remember that when the client expresses a contrary opinion, it is because he or she has encountered difficulty and felt the need to share it. Above all, they need to be listened to and valued. It is essential to integrate it because dissatisfied customers are more likely to take the step of writing an opinion, while satisfied customers are less likely to do so.
So take a step back and put yourself in the shoes of the dissatisfied customer. Don’t hesitate to reread the text several times to identify the critical points. Don’t hesitate to allow several minutes to pass before reacting publicly, because responding in a hurry can be detrimental if you are not calm and objective.
Of course, it is still strongly advised to deal with a negative opinion as quickly as possible. As it can lead to others, you must cut the other consumers off and preserve your brand image. This is true whether you have created your site or have used a platform such as Oberlo.
Always remain courteous in your answers and, above all, acknowledge your part in the wrong and apologize for it. Accusing the customer or virtually raising your voice at him, however difficult it may be, will be counterproductive. It will reinforce his idea, and he will not deign to repeat the experience with you. As for prospects who read your exchanges, they will see a proud, un-empathetic, and unsympathetic salesman.
To fix the situation, adopt a light, even humorous tone if possible, and propose an alternative to the problem encountered.
How to limit the negative opinions on your site
Knowing how to react to negative reviews left on your e-commerce site is an excellent thing. It is even a necessary skill at a time when word of mouth on the Internet is becoming commonplace. However, you can go even further and limit these negative reviews.
First, encourage your buyers to contact your customer service department in case of problems. Let them know that their circumstances will be well-considered and that solutions will be proposed if they come to you first before leaving a contrary opinion that closes any debate. Furthermore, if the buyer notes that the customers before him have encountered a problem and that it has been resolved, he will, in turn, think of contacting the after-sales service before writing a final opinion.
Then, you can be proactive and ask recent buyers for an evaluation. This mini satisfaction survey will tell you the positive and negative things that have happened in the buying process and the overall customer experience. You can then anticipate any negative opinions by suggesting common ground or explaining what happened on your side.
Finally, don’t be afraid to ask for a re-evaluation after dealing with a case of dissatisfaction. A client who has felt understood as a result of an open discussion with you will be more likely to “forgive” you. This is true even when they have not received compensation. Be careful, however, to assess the context. Your request for reassessment will be taken very severely if the client has lost a lot of money or if, as the conversation progresses, he or she is less and less cooperative.