Ep 17 Myth Busting #6 - Negative Reviews Don't Matter

Turning Negative Feedback Into a Positive Strategy

   Join John Maniatis and co-hosts Jim Falotico and Kelly Biggs as they tackle the often-dreaded subject of negative online reviews. Through real-world examples, like Jim’s jewelry store client dealing with shoplifting accusations, the hosts show how businesses can turn negative reviews into opportunities. With 82% of shoppers reviewing negative feedback before making decisions, this episode is packed with actionable tips on how to manage, respond, and even learn from criticism. Discover how a single well-crafted response can save your reputation and attract more customers.

 

Episode Highlights:  

Introduction and overview of the growing influence of reviews, especially with AI on the rise.  

Discussion on why online reviews matter, featuring John’s findings on how reviews affect rankings.  

Key statistics: 82% of consumers look at negative reviews, and 45% are more likely to engage with businesses that respond thoughtfully.  

 Jim shares a story about a jewelry store dealing with false reviews after a shoplifting incident.  

Strategies for responding to negative reviews: personal responses versus AI-generated ones.  

John shares a case study of an HVAC company falsely receiving a negative review intended for a competitor and navigating Google's review removal process.  

Kelly talks about her experience in choosing a shower system based on reviews and the importance of genuine customer feedback.  

How reviews can influence your travel choices, with Jim and John sharing their personal decision-making processes when reading hotel reviews.  

Closing thoughts on handling negative reviews and using them as a tool to improve business practices.

 

Key Strategies Discussed:

- Always respond to negative reviews professionally and without making public promises.

- Use negative feedback as a way to identify internal issues (e.g., staffing problems).

- Encourage satisfied customers to leave positive reviews to balance the occasional negative ones.

- Be mindful of the recency of reviews when evaluating a business's current reputation.

 

Contact Information:

Website: https://www.ruinvisibleonline.com/

LinkedIn: https://linkedin.com/company/ruinvisibleonline