It goes without saying that no company ever wants their customers to be angry with them. However, when a customer is unhappy they will voice their disgruntlement, which can give you the opportunity to change their mind, but also to learn. Read below why angry customers can actually be very beneficial for business.
1.Angry customers give you a unique insight into your company
One major advantage of receiving negative feedback is that you gain an insight into your company, which normally you would never get to see. Even though negative reviews might be unpleasant to read, they show what isn’t working for your company. Otherwise, you would have had to pay a lot of money for market research to receive this information and by the time this is done, it might be too late!
2. A negative review gives you the opportunity to change your customer’s mind
If you receive a negative review, it is, in fact, a great opportunity for you to respond to it. You need to show your customer that you value their feedback and you are doing everything you can to fix the issue. You will be surprised how often customers increase their star rating after you have answered to their feedback. Demonstrate that you understand their frustration and you will make changes to avoid this happening again. This will be a signal to your other clients that you care about their customer experience, as well as that you care about their opinions.
3. Negative reviews are a good basis for analysis
Has a certain product of yours been gaining more negative reviews recently? Have you changed a feature that the customer used to love? Negative feedback can give you a perfect real-time analysis of the performance of your products, so that you can see the trends. On the other hand, if you are service-based, it can help you to identify branches which are underperforming and take action. You can hire more people or provide more training. In fact, a customer complaint can become very profitable when you can resolve their problem.
4. Negative reviews make your brand seem more trustworthy
Did you know that customers are less likely to buy from a company which has only 5-star reviews? No company is perfect, so having an ideal score makes you look like you are not trustworthy. Negative reviews give more credibility to your services, which in turn brings more customers and more business. Furthermore, if your potential customers see that you have apologized for your mistakes and you have taken actions to remedy them, then they will have no reason to doubt you.
5. Negative reviews help you to be proactive
If you receive multiple negative reviews from different customers, you can be proactive in 2 ways:
1). Those customers might be more demanding than what you are used to. Therefore, go the extra mile when they order from you again. Make sure that you answer any questions or complaints they might have quickly.
2). If those customers belong to the same demographic/ location/ professional group, you can expect that other customers from the same group might experience the same issues. Be proactive and ensure that you fix the problem quickly or inform them preemptively about the delays or problems.
So, next time you receive a negative review, don’t panic! See it for the opportunity it is and use it to grow your business! Read our article “How to Increase Business Through Customer Feedback” to find out how to gain even more customers!