23 4 Don’t silence the negative reviews . Remember, nobody’s perfect . There will be times when a user is unhappy enough to write a negative review . Don’t let this distract you . Take this opportunity to follow-up with that user and better understand their problems . Addressing the issue head-on could also cause that user to update their review and share the positive experience they just had, which further demonstrates your commitment to your customers and your value to prospects . BEST PRACTICES: Do not try to hide negative Alternatively, share any reviews. Instead, acknowledge upcoming product updates the pain point and respond to and their timeline. Demonstrate all negative reviews with poise you are listening, appreciate the and honesty. Then do your best feedback and implement changes to fix the situation. based on it when possible. Thank the customer. Negative Embrace the negative reviews reviews give you focus group because it gives an honest view insights at no charge. Reply of your product — a product that to negative reviews within 48 looks too perfect on paper is too hours if possible. good to be true. Follow up with the customer Share negative reviews with to make sure their issue has your product and customer been addressed. success teams for continual improvement. When possible, share recent product updates that may reverse the negative review. Show you are dedicated to making the product better and more user friendly for everyone. 2 CROWD