You need to read reviews if you want to know how people see your company and the products you sell. The problem is that you might not get the right impression since anyone can leave random reviews online. You’re not even sure if the person who left the review has even tried your products. The anonymity of the online world has emboldened several people to be downright nasty for no reasons. Therefore, as a business owner, you might face a dilemma on how to approach these product reviews. Should you read them or are they best left ignored?
reviews you read
If you wish to
consider what people say about your business, there’s nothing wrong
in reading reviews. However, you need to read various reviews to get a
better glimpse of what people have to say. Don’t be too selective and only read
positive reviews to feel good about yourself. You might miss comments that
could help you improve your company. Conversely, if you only dwell on the
negative comments, you might give up on your business and think that people
It also helps if
you verify if the accounts that left the review are reliable. If there are no
photos and other activities, perhaps those were created by online trolls.
Another way to determine the validity
of those comments is by checking the content. If the information seems to
be generic, it might be an automated response from a bot. You can’t rely on
the reviews using other methods
Before social media was born, companies rely on surveys and focus group discussions to determine how people feel about the product. It’s also a way of determining possible suggestions for improvement. Perhaps, you can go back to these strategies so that you can verify if the reviews reveal how people feel. If you get the same responses, those reviews might be correct. Otherwise, you have to ignore the unnecessary comments.
into a fight
No matter how
you feel about the reviews, you shouldn’t be nasty in return. It’s not
going to help your cause, especially if you’re going to respond using the
official account of your company. You might end up turning many people off. You
have to remain professional despite the nastiness of the comments. Besides,
there’s no way for you to be fully sure that those reviews were inaccurate. If
ever they came from actual concerned customers, you could end up losing their
useful since they help you gauge how
people feel about your business. They make the process a lot faster than
traditional surveys and interviews. Listening to feedback also allows you to
determine the ways to serve your customers better. As long as you don’t
get too emotional and remain objective, these reviews are going to help you.
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