How to Handle Negative Reviews in the Bridal Industry

A negative review can feel like rain on your wedding day. But while it never feels good to get a bad review, it doesn’t need to derail your reputation-building plan.

In fact, negative reviews are simply part of doing business in the bridal industry. Every vendor experiences an upset customer from time to time, so don’t get too discouraged when a 1 or 2 star review lands in your inbox.

After taking some time to step away from your keyboard, there are some easy, concrete steps you can take to address the problem and move on quickly.

We put together a free infographic that walks you through the exact steps you should take when you get a negative review. Plus, it’s full of facts and statistics that should provide some comfort when you start worrying about your star rating.

Here’s a teaser: Did you know that the ideal star rating actually isn’t 5 stars, but somewhere in the range of 4.0 - 4.7? That’s because consumers see negative reviews as an indicator that your customers are telling the truth and that your business isn’t blocking bad ratings.

This infographic shows the 7 steps for handling a negative review in the bridal industry.

1. Stay Calm.
Assess the negative review with a clear head.
The likelihood of purchase peaks at a star rating of 4.0 to 4.7, then decreases as the rating gets closer to 5.0 stars.

5X When customers interact with negative reviews, they spend five times as long on a business’ website. (Reevoo)

2. Embrace Some Negativity.
It pays to acknowledge you’re not perfect (even if you’re close).
Two thirds of B2B buyers want to see a mix of both positive and negative reviews when checking out a business.

82% of customers actively seek out negative reviews. (PowerofReviews)

3. Respond Quickly.
Never let sour feelings fester.
Over half of consumers expect you to respond with 7 days. Thank them for their feedback, and apologize if their was any misunderstandings.

89% of consumers read replies to reviews. (PowerofReviews)

4. Reach Out Privately.
(Talk the talk.)
If the customer’s concerns are legitimate, try contacting them directly to let them know you care about their particular experience. This is a great way to re-establish trust.

41% of customers say that when brands reply to their online reviews, it makes them feel the company really cares about their customers. (Bazaarvoice)

5. Remedy.
(Walk the walk.)
Offer a reasonable solution to the customer’s complaint (again, if it’s legitimate). Usually, all people want is a business to acknowledge their bad experience and is work to address the cause.

53% of customers expect a business to reply to their online review within seven days. (ReviewTrackers)

6. Explore an Update.
(But don’t count on it.)
If you’ve reached a resolution with the customer, you can ask them to update their review. Keep in mind that it might not happen, and being pushy won’t help the matter.

70% of consumers changed their opinion about a brand after the company replied to a review. (Marketing Charts)

7. Don’t Stress!
Like they say, the best revenge is living well.
The best defense is a good offense. Frequent positive reviews and responses to those reviews boost SEO, and guarantee that negative reviews will not remain prominent on your social listings.

95% of customers suspect reviews are censored or fake if there aren't any negative reviews (Reevoo)

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