Client reviews can have a huge impact on any business.
Think about it — how often have you read client reviews to decide where to visit, what to do, or even what products to buy?
I know I use them to make a lot of decisions.
- 94% of consumers say a bad review has convinced them to avoid a business. (Source)
- 25% of consumers say a company they reviewed never even responded.
94% is a huge number.
Emerging (small) businesses can’t afford that kind of negative impact.
So, it’s important to understand the different types of reviewers out there:
- The Evangelists. They love your business and share it with people in the circle of influence.
- The Saddie. They like your business, but are sad about a current, negative experience.
- The Meanie. They are never satisfied and even when they are satisfied, they refuse to let you know it.
- The Helper. They want to share their experiences, both good and bad, to help others.
- The Sandbagger. They are an angry/former employee, competitor, etc.
Each has their own agenda for writing a review — and each requires a different approach to diffuse the situation.