It is psychologically simpler to express negative opinion and complain to the buyer, than to thank for good work or the rendered service. For this reason on the Internet there are so many negative reviews. But not all from them need to be trusted.
Before purchase on the Internet the clients usually attentively browse reviews of other buyers of this product and the company, it is important to them to know what they will spend money for. But usually on the Internet there are more bad reviews about the products and firms offering them than good. Moreover, when responses come across only positive, it is an occasion to prick up the ears even more. Why clients with great desire write the negative reviews in the basic?
Psychology of the buyer
There is nothing surprising in it. Psychologically the buyer is not configured to write a positive review if the company or a product did not strike it with any additional opportunities or services. If the client paid money for goods, the goods to it arrived on time, the manager was kind, money from the buyer took so much how many it was specified, and the goods corresponded to the stated quality, then the client remains is satisfied. But no more. He does not feel guilty for the fact that he did not note work of the company in positive aspect and did not leave a comment. He paid the considerable sum for goods therefore service at the high level is what it already ordered for the means, the client also does not wait for another. And its purchase should be due quality. All this self-evident things. And if to look objectively at this situation, then it is possible to understand: the client is absolutely right here. From its party will be manifestation of politeness if he just thanks the manager. The buyer is not obliged to write positive reviews for the company.
Contradiction in responses
But there are situations when everything changes, and responses appear at the company on the website or on third-party resources. If the client was serviced in an unseemly way, deceived or delivered not those goods, he, as a rule, will complain of the company to express the discontent and to warn other buyers that they did not make a similar mistake. It is psychologically difficult to person to hide fair perturbation, it needs to splash out discontent therefore the percent of negative reviews on the Internet will always be more, than percent positive. Gratitude in writing nevertheless wants to be expressed much less than perturbations. However also the reverse situation is possible: when the client instead of the expected goods and service receives still some pleasant and unexpected bonus or a gift, it can be pleasant so to him that he will surely thank the company publicly. Here also it turns out that reviews of a product on the Internet are often very contradictory: on the one hand there are too positive and positive reviews, and with another - sharply negative.
How to work with responses
But the truth, as always, lies somewhere in the middle. Always before purchase attentively study more responses, but draw conclusions. Once you consider also that fact, as the positive, and negative reviews can be custom - competitors or dissatisfied former employees can quite write complaints, and enthusiastic responses order the companies from copywriters. Therefore trace whether the present references to profiles of buyers are given in responses. It is possible even to start a conversation with several of them to make sure that the opinion on the company or a product is not fabricated. And for the company it is important to understand that negative reviews are also useful to it, as well as positive. They allow to reveal as it is possible to improve work of employees how to make services more convenient and fast. The correct work with clients and polite answers to a negative can increase authority of the company in the opinion of buyers even more, than the most flatter positive comments.