Should designer Online Sellers Respond To Negative Reviews?

Should designer Online Sellers Respond To Negative Reviews? As a mentor for new designer online business owners, I am mindful of how search engine dynamics affect home based business owners with online stores.

There are two schools of thought about negative reviews: To respond or not to respond.

In an article in the Direct Selling News, author Don Sorenson very effectively explains why responding to negative reviews may increase the harm to your online reputation. I believe the points that Mr. Sorenson makes regarding negative reviews are important for every designer online seller.

I quote from Mr. Sorenson’s article:

‘When you see a negative review about your company the instinctive reaction is to post a response to set the record straight. I understand the human need to respond, but you have to consider Google’s point of view. Here’s why: Search engines rank various websites high for a few reasons, one of which is relevant content, especially when that content is updated on a regular basis.’

‘When you post a comment on a website, you are in effect giving it new content. And if you get into a back-and-forth discussion with someone on a review website about your company, Google thinks ‘Ah, there’s a lot about this company here, so we’ll rank this website high for searches on their company name.’

‘Now when someone does a search on your company, they are even more likely to see the negative review. You want to avoid that. In fact, you want the websites with negative comments to slip further down the Google rankings so they don’t appear on the first page or two of a search.’ Don Sorenson, “Protecting Your Company’s Online Reputation,” Direct Selling News, March 2011, http://www.directsellingnews.com/index.php/site/entries_archive_display/protecting_your_companys_online_reputation April 2, 2011

Of course, designer home business owners should respond to complaints by actual customers with legitimate problems. However, consider carefully whether your customer service efforts should take place in an online public forum.

Other social media experts believe it helps a company in the long run to respond to negative reviews. Here is a link to an article that supports this view: http://mackcollier.com/study-responding-to-negative/

I hope this helps designer online business owners understand the ramifications of responding to negative online reviews. For more information about owning your own home based business in designer, contact me today. I have helped hundreds of designer entrepreneurs live their dream of business ownership.

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