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People Don’t Care About Your Five-Star Reviews

How to respond to bad reviews

The main thing people look at – when they look you up online –  is your reviews. But they don’t read the five-star reviews, they read the one-star reviews.

This is why it’s critical when you ever do get negative feedback to make the most of it. It’s a great opportunity for you to explain and show the world how you care. The first thing people look at is how you responded.

Did you stick your head in the sand and ignore it? Or come back with a smartass answer?

Or did you:

  • Listen to them
  • Treat them like a human being
  • Create an explanation of how it happened
  • How you resolved the issue
  • How you’ve made sure it’ll never happen again.

These are the top things that people look at and it demonstrates a lot about you as a person and you as a business. I can tell you straight away that I know for a fact that any new client that I speak to has asked a question or spoken about one-star reviews that have happened in the past.

‘Oh I read about how this happened with blah blah blah. I heard that you did this and this and this.’

So it comes up all the time. You should never ignore them. You should always treat them with respect and start to understand how important they are.

One of My One-Star Stories

I had one lady that just flat out gave me a one-star review because she didn’t like our advertising. So the first thing that came up in my mind was like: how dare she, she’s not even a client, blah blah blah. But I jumped on it and I explained to her:

‘Hey I really apologise for the way we advertised our products. I’m really sorry that you had to read it. I’m really sorry that you didn’t see our way.’

And I explained in a detailed paragraph about: how we operate, the things we look for, the things that we do and how we move forward as a business. You should always use feedback as an awesome tool for you to grow.

When was the last time you sent out an email blast asking for some feedback? There are heaps of cool products out there and apps where you can send out a blast to previous clients from a year ago – even six months ago – and just ask them:

‘Hey were my products on point? Was my service on point? Was my price on point?

You should always be checking in and tuning in, getting that feedback.

So there you go, bad reviews are actually important. Don’t go spending money and getting your mum and dad to smack all these five-star reviews on there. It just screams fake. Bad reviews are important. It’s an opportunity for you to respond to them. It’s also free feedback so you can grow and expand your business.

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