How To Avoid Negative Reviews?

Jaakko Timonen
Nov 7 · 2 min read

Less than 1% of CEOs understand this secret fact

Businesses should solicit complaints.

Businesses could avoid 80% of negative reviews by soliciting complaints.

Make it easy for your customers to complain and they will reach out to you with their complaint instead of posting a negative review.

If the solution is so simple, then why is not everyone doing this?

People have — understandably — a tendency not to like complaints.

Most people think “fewer complaints equals fewer problems equals higher customer satisfaction. #fail

Here’s what most people (even most smart people) have not thought through. Most unhappy customers don’t bother to complain. They just take their business silently elsewhere.

Image Source: HelpScout

Why don’t customers complain?

Consumers feel complaining doesn’t achieve anything. You have probably some personal experience of this as well.

Source: Customer Care Measurement & Consulting

Why you should be happy to get complaints?

Complaining customers care about your business. They are giving you an opportunity to fix the relationship and turn them into loyal customers.

Why you should embrace complaints?

Complaining customers are more loyal and they spend more money with you then the customers who did not have any complaints.

Studies have shown that this true

- in eCommerce blog.hubspot.com/service/customer-complaints-loyalty

- in hospitality cbsnews.com/news/how-customer-complaints-can-improve-business/

- with airlines and wireless carriers: hbr.org/2018/01/how-customer-service-can-turn-angry-customers-into-loyal-ones

The ROI of soliciting complaints is positive

John Goodman has studied consumer complaint behavior in the U.S. since the 1970s. Soliciting complaints yield a positive ROI and enhance word-of-mouth-referrals.

Don’t take my word for it: http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.472.7826&rep=rep1&type=pdf

What are your options?

You can start soliciting complaints yourself. Make it easy for your customers to complain and you will retain more customers and drive loyalty.

You can use a tool and not only solicit complaints but turn complaints into testimonials that boost your conversions and sales: https://nonono.com/button/

Full disclosure: I am the founder of No No No.

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