- The Checkout Experience.
- Posts
- π¦ The HEAR Framework β Handle Negative Customer Reviews.
π¦ The HEAR Framework β Handle Negative Customer Reviews.
Plus, how to get more reviews and build credibility.
![](https://media.beehiiv.com/cdn-cgi/image/fit=scale-down,format=auto,onerror=redirect,quality=80/uploads/asset/file/c58e49ac-b88c-40dd-b84a-7b4e6eefff3d/The_Checkout_Experience_-_Thumbnail.jpg?t=1682150756)
Hey β It's Pankaj, your fellow eCommerce fan.
Welcome back to another edition of The Checkout Experience!
I woke up at 5.30 in the morning today! Candy (my pup) always wakes me up early, usually at around 6 am. She literally knocks on my door!
Anyway, how did your weekend go? I hope this weekβs off to a great start.
In this weekβs newsletter, I want to talk about something that often gets overlooked β the customer reviews.
Reading time β 1 minute.
Did you know that over 90% of customers read online reviews before buying? That's right β people rely heavily on the experiences of previous customers to make their buying decisions.
So, how can you use this to your advantage?
3 actionable tips to get more reviews:
1 β Wait for 1 - 2 weeks after a customer purchased your product. Then send a follow-up email to request a review.
![](https://media.beehiiv.com/cdn-cgi/image/fit=scale-down,format=auto,onerror=redirect,quality=80/uploads/asset/file/1dc58559-9a62-4529-8818-797d0333dff0/Request_a_review.png)
Request a review after 7 - 14 days
2 β Incentivize customers to leave a review by offering a discount for their next purchase.
![](https://media.beehiiv.com/cdn-cgi/image/fit=scale-down,format=auto,onerror=redirect,quality=80/uploads/asset/file/b271c6be-6ccd-4a0b-a951-01627be13a15/Incentivize_reviews.png)
3 β Respond to every review β both positive and negative. This shows that you care about their feedback.
(See marketing strategies for exampleππ»)
2 marketing strategies to increase credibility and trust:
1 β Highlight positive reviews on your website and social media.
![](https://media.beehiiv.com/cdn-cgi/image/fit=scale-down,format=auto,onerror=redirect,quality=80/uploads/asset/file/11602bce-25b6-4a42-814c-84b8bd8cc133/Top_rated_review.png)
2 β Use the HEAR Framework β Hear, Empathize, Apologize, Resolve β to handle a negative review and turn it into a positive experience.
![](https://media.beehiiv.com/cdn-cgi/image/fit=scale-down,format=auto,onerror=redirect,quality=80/uploads/asset/file/72ce790e-23e4-4f23-8e92-d56e55960acf/Handling_a_negative_review_using_HEAR_framework.png)
1 favorite quote:
From the book "Atomic Habits" by James Clear:
You do not rise to the level of your goals. You fall to the level of your systems.
This quote reminds me that success isn't just about setting lofty goals β it's about creating effective systems and habits that help us achieve those goals.
Do you have a specific topic you would like me to cover in the next newsletter?
Feel free to reply to this email.
That's it for today. See you next Monday!
β Pankaj
P.S. If you need help starting or growing your online store, just drop me a message on my Instagram.
Enjoyed this newsletter? Forward it to one friend or colleague who you think will love it. Iβd appreciate it!
New here? You can subscribe to The Checkout Experience here.