Think back to when you got your first bad review… takes you right back to that cringey feeling, doesn’t it? Bad reviews happen to everyone and even the best products out there have their critics. As much as people love the iPhone, there are still things about it that seriously bug! Like why the heck did they get rid of the universal headphone jack??? So annoying! But did it stop me from upgrading my phone? No! Because there’s still plenty about it that I love.
While you may not have the brand recognition and credibility of Apple, you are definitely don’t need to stress over a bad review. The important thing is that you are listening to your customers, providing excellent customer service, and righting any wrongs that have occurred. While positive reviews are always the goal, let’s talk about what to do if you get a bad review.
- Don’t PANIC! Take a deep breath and look at bad reviews as an opportunity. Look at what the review is telling you. Does the review bring a product defect to your attention? Does the review complain about the certain product features or lack thereof? Or is the review a personal opinion that is limited to their life experience and desire to troll and engage via the internet? Start by categorizing the review as helpful/relevant and make note of the ways these types of product experiences can be avoided in the future, or if it’s a personal issue that is more reflective of the reviewer than the product, you have my permission to let it roll off your back!
- Once you categorize the nature of the review here’s our advice in either case:
- Make sure to comment publicly back to the customer. Make sure whoever responds to reviews has excellent grammar and responds tactfully in every situation.
- Provide sufficient customer service information for the customer so they know that there’s a way to solve their problem since Amazon does not allow you to give external contact information we suggest you keep it vague and let them know to reach out to you. Once they reach out, make sure your customer service is on point, depending on the severity of the issue provide them with a new product, a refund, or more education to help solve their problem.
- Read back the customer service answer you provided as if you were a new customer. Would it seem friendly and helpful? Does it seem like a company that is willing to serve their customers well and go above and beyond for them? There will be potential customers reading these review comments, and this aspect of customer service can make or break whether a purchase is made. You are writing these responses not just for the person who wrote the review, but for any potential customer deciding to buy your product.
Even if a customer is not completely satisfied with their initial experience, great customer service can go a long way and can even result in a positive review in the end. So, make sure you have systems in place to monitor reviews, address negative (and positive for that matter) reviews, and provide solutions for the issues these reviews raise. When you have a plan in place, these types of hiccups won’t throw you off your game. You’ll view it as an opportunity to serve your customers and demonstrate a little humanity behind your brand.
I know generally when you bring up customer reviews to an Amazon seller, their first reaction isn’t to get the warm and fuzzies. Review generation can be taxing and stressful, and if or when a bad review comes in, it can feel catastrophic.
One time I was listening to a podcast interviewing the founder of Yelp, and he shared how someone left a review about a State Prison, rating it one-star and complaining about the food, service, and accommodations! So let’s lighten the mood a bit and cover some awesome, funny reviews people have actually left on Amazon. Here are my top five favorite, funny Amazon reviews. You’re welcome.
This post was written by our friends at FeedbackWhiz for the TurnKey Success Blog
Getting product reviews doesn’t have to be difficult or time-consuming. With effective automated email marketing, you can make the emails do the hard work for you.
To succeed on Amazon, you need to have a decent number of product reviews. Unfortunately, these are not easy to come by. In fact, most buyers will not leave a product review on their own, they often need a little prompting.
This is what makes automated email marketing such an important part of your seller’s toolkit. As simple as this sounds, it can be a challenge to get it right.
Here are some tips to help you automate Amazon product review requests:
About email marketing
Amazon allows you to contact buyers by email as part of the selling process. They have, however, very strict rules about the ways in which you can and cannot contact people.
The messages that you send must be related specifically to the product you are selling and you must never ask for a positive product review or offer incentives in exchange for one.
With the recently introduced buyer opt-outs, you must be careful to never communicate with a buyer who has opted out of receiving emails from you and limit all communication to urgent messages pertaining only to their specific order.
Having said all that, email marketing is still an effective way to build engagement with your customers and increase the chances that you receive a product review.
Emails are worth sending for all sorts of reasons – aside from the fact that email engagement makes it more likely that you’ll receive feedback, it simply makes good sense to keep the lines of communication open.
The key to successful emails
The most successful automated email sequences are friendly, helpful, and direct.
Using FeedbackWhiz, you can create automated email templates to make your life easier. By using an email template builder, you can quickly and easily design eye-catching and effective emails. You can create different emails for different purposes and schedule them to go out when you want them to.
It’s a simple way to design the perfect email sequence and boost customer engagement.
The perfect email sequence
So, what does that perfect email sequence look like?
Well, as with so many things in life, timing is everything. Every situation will be different and you may find your own schedules which work better for you, but generally speaking, we’d suggest a strategy using three separate emails.
The first email goes out as soon as you have sent the order. This is the order confirmation and reassures the customer that their purchase is on its way. This first email is also a useful way to build anticipation in advance of the package dropping through their mailbox.
Include a friendly note to say the product is on its way and include a link to tracking information. It might also be worth it to include contact details so that if the buyer has any questions, he or she can reach out to you for answers.
The second email in the sequence should go out shortly after the product has been delivered to the buyer. The timing of this email will depend on the product you are selling. Remember, some products require time before someone has a real sense of it. Most people need at least a week with the product before they are ready to leave a product review.
This email should contain a message checking in to make sure that everything is okay with the product as well as a brief prompt to leave a product review. Remind the buyer that Amazon depends on people like them leaving reviews so other people can make a more informed decision.
After this second email, you may want to stop. However, some sellers like to send a third email. This is basically a final follow-up that goes to anyone who has yet to leave a product review. Perhaps they have simply forgotten or maybe one more nudge may persuade them to spend a few minutes writing something.
Different strategies work for different sellers so it’s a good idea to mix, match and choose the approach that works best for you. The content of your emails will be crucial. You want it to be urgent and compelling, but also not sales oriented as this can put off the reader. It’s a fine balancing act and is not an easy one to get right.
FeedbackWhiz’s automated Amazon email templates allow you can track metrics about the performance of your emails. You can track open rates and use A/B testing to ensure you are delivering the right message, at the right time. Try out different variables in your email marketing to find the exact right approach.
FeedbackWhiz makes it easier to design and send out emails, but it also gives you metrics on how those emails are being received. Once you understand that you can design better and more impactful emails, you can elicit more product reviews and, in turn, boost your sales numbers.
Need a bit more help generating the reviews you need to gain sales? Check out our Review Generation Accelerator for step-by-step strategies to increase your review numbers!