In this week's episode of Quick Tip Wednesday, we dive into easy ways that are in your power to turn the dreaded 4-star review with no text into a 5-star review AND a loyal customer that comes back for more.
If you've gotten a 4-star review on Etsy with no feedback or text in it at all, this episode is for you!
If you found this episode helpful, sign up for the FREE Etsy training I'm hosting, How to Get Your Products Seen on Etsy, by registering atwww.monicaittlecoaching.com/etsywebinar
When you finish listening, I'd love to hear your biggest takeaway from today’s episode. Take a screenshot of the episode you're listening to, share it to your Instagram stories and tag me @monicalittlecoaching - or send me a DM!
While you're there, make sure you follow me so you can see behind the scenes of how I grew my handmade organic skincare small business to multiple six-figures... and how you can grow and scale your business, too.
LEARN MORE FROM MONICA LITTLE
Website:www.monicalittlecoaching.com
Instagram: @monicalittlecoaching
My small business:www.shopplantbasedbeauty.com
In this week's episode of Quick Tip Wednesday, we dive into easy ways that are in your power to turn the dreaded 4-star review with no text into a 5-star review AND a loyal customer that comes back for more.
If you've gotten a 4-star review on Etsy with no feedback or text in it at all, this episode is for you!
If you found this episode helpful, sign up for the FREE Etsy training I'm hosting, How to Get Your Products Seen on Etsy, by registering atwww.monicaittlecoaching.com/etsywebinar
When you finish listening, I'd love to hear your biggest takeaway from today’s episode. Take a screenshot of the episode you're listening to, share it to your Instagram stories and tag me @monicalittlecoaching - or send me a DM!
While you're there, make sure you follow me so you can see behind the scenes of how I grew my handmade organic skincare small business to multiple six-figures... and how you can grow and scale your business, too.
LEARN MORE FROM MONICA LITTLE
Website:www.monicalittlecoaching.com
Instagram: @monicalittlecoaching
My small business:www.shopplantbasedbeauty.com
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Hello, and welcome to the product mist podcast. This is episode number 26. What to do when you get a four-star review with no text on it on Etsy, this is something that happens so often. So I want to just dive in to what you can do about it during this Quick Tip Wednesday.
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If you haven't heard, I am doing Quick Tip Wednesday every other week on the podcast. So this is a super tangible action oriented tip that you can listen to the podcast and then literally go and implement it right away. And this is me giving you value in 15 minutes or less. So you can really grow your business from what you learn on the product, this podcast. So today, we are talking about the infamous four star review that happens on Etsy with no text explaining why. And this is probably one of the worst nightmares. When you have the opportunity to get a five star review from a customer. They decide to give you four stars, they don't tell you why. And you're stuck. Because not only does this hurt you for se star seller, because they want you to get as many five star reviews as possible. But now you're also probably frustrated on what happened with this customer. They're not giving me any feedback. And why are they giving me this four star review. So one thing I want to start with off the bat is these types of reviews have it be a four star, a three star a two star a one star they happen. And a four star review with no text, honestly, isn't that bad if you think about getting a one star review from a really angry customer, because that will also happen. And that will actually probably like shake you to your core when that happens for the first time. So a four star review with no text, although not ideal, at least they're not spreading hate about your products. So if we want to just reposition how we see that that's one thing to make note. But yes, these happen. And what I want to equip you with is an actual way to potentially change this review and understand what happened to the customer. So I always always, always will serve my customers to the best of ability. If they leave a one star review if they say their package was lost if they leave a four star review, making sure our customers are taken care of no matter what is part of being a small business owner. So in this example, like if someone says that their package don't arrive, but USPS says it's delivered, your job as a business owner is to actually send them another one customer service as part of our business. Making sure our customers have what they need and are taken care of is part of our business. And this is the name of the game. This happens. This is something that we have to be aware of as small business owners that customer service is a real thing. In our job, one of our many jobs is to have excellent customer service for our customers. So level setting on how I handle the situation and how I recommend my members and my programs to work on this situation, how I recommend you to handle the situation. If you got a four star review on Etsy with no text, the super simple answer is to send them a message and ask them what happened. So in my situation, I would go to that Etsy customer, send them a message via Etsy messenger and say, Hey, there, thank you so much for your review for XYZ product, I noticed that you left four stars out of five, but you didn't leave any information why I would love to know what was less than five star based on your experience what was less than perfect, that led you to leave a four star review so I can address it for you. That is customer service to a tee while also understanding why they left a four star review. The most common answer that I get, which is so incredibly amazing. Not in a good way. But I guess it's not a bad way either. The most common response that I get from customers, when I send this message is oh my god, I'm so sorry, I left a review on my phone, I meant to give you five stars. And for some reason, it must have slipped down to four. That is most often what I get, which is crazy. Because all you have to do is send a message because then that customer can go back and change their review. So when I get that message that I asked them like, oh my gosh, thank you so much for let me know, I'm so glad that you had a great experience, would you be able to please go back into the Etsy order and adjusted review based on what you just mentioned that it was a five star experience, I would probably say 60% of the time, that's what happens 20% of the time you send this message, you want to get their feedback, and they just don't get back to you which again is the name of the game you reach out sometimes people get back to you, sometimes they don't. The final 20% of the time is someone who will get back to me provide me some credible feedback about why they left four out of five stars. And this is where top notch customer service comes back into play, you can handle this in a couple of different ways. You can not even reach out to the customer because you don't care about their feedback, you can take their feedback and say thank you so much, and leave it at that. Or you can take their feedback, really understand where they're coming from. And if you can fix it at that point in time, provide that top notch customer service. So in this example, if someone leaves me a four star review for the avocado algae facemask and they say, after I reach out to them that you know what I gave you a four star review because I love the product. But when it arrived, the cap was kind of loose. So a little bit of the green powder spilled in the package, which sometimes happens. I can either take that and say Okay, thank you so much. Or I can take that and make it right, I can take that message and say oh my gosh, thank you so much for letting me know, I'm going to send you a free avocado algae facemask because of what happened. I'm so glad that you love it. And this is my way to show that I appreciate your support as a small business owner. And I can go above and beyond and send them another item or based on whatever their feedback was I can rectify the situation. That is top notch customer service right there. That is how you wow a customer that is how you take their feedback and spin it and turn it into a positive. And then number one, they're going to change their review and I bet they'll probably say, oh my gosh, originally I left a four star review but ended up talking to the owner and they helped me with the situation and their customer service was outstanding. So five stars. If a customer leaves that type of review, and that another customer who's potentially going to buy from you for the first time, sees that review, and then knows that no matter what happens, they can trust you and they will be taken care
05:00
hereof if for whatever reason something may happen, that potential customer that sees that review is actually going to see that as a positive and be like, Yes, I'm going to buy from them. Because I know that if potentially something happens, I'm covered. I trust the small business, I trust that they will take care of me. So that is one of the ways how we can take a potentially negative situation of a four star review with no text. And actually inquire, get curious, figure out what your customers are experiencing what they're saying, ask them for their feedback. And then if they provide it, try to fix that to the best of your abilities as possible. But the number one takeaway I want to just reinforce a second time is sending a message and asking is going to be the best thing that you can do. And so much of the time, it's just an accidental four star, and they meant to do a five and then they'll go back and actually give you a five, which is a perfect solution to this problem, too. But remember that customer service is something that we have to do with small business owners. So yes, if the example that I gave you if I send them another avocado algae facemask, sure I'm losing money on that I have to pay for postage, again, I have a product that I could otherwise sell for full value that I'm giving away for free, which is a cost for the raw materials, ingredients, everything that goes into it. But your business, your pricing should have customer service issues like that factored in, we are in the Customer Service game. And this customer in this example, if I turn it around and create an absolutely amazing customer service experience, guess who's going to come back and purchase again, compared to the customer who may be enough to force a review, provide me some feedback, I didn't really do anything with that feedback, I just kind of said, Okay, thank you so much, they may not come back. But I guarantee you, the customer who you Wow, with your customer service is going to come back buy from you again, because maybe a little bit of trust potentially wasn't there. Because in this example, it arrived with a little bit of green powder spilled outside of the jar. But now I'm bringing that trust back above and beyond to an 11 out of 10. By actually providing customer service, taking care of them and making sure that they know no matter what happens, I will make sure to make it right. So this is how I just want to reframe your frame of thought on reviews. In general, if you have a negative review, instead of looking at as a bad thing, this is your opportunity to make right this is your opportunity to turn around this is your opportunity to take a customer left you one star, two stars, three stars, four stars and turn them into a customer that's going to come back over and over and over because you went above and beyond to fix the situation. Especially if it's only a four out of five star review. They're not necessarily expecting anything, four out of five stars actually is really great. It's not bad at all. So they're probably not expecting you to go above and beyond. So if you can, that just shows how much you really care. But in the fact of the matter how much reviews impact star seller, and we have to have on an average of 4.8 stars. So a four star review. If you're not making a lot of sales on Etsy, one four star review can totally drop that down, drop your average to below the threshold. So this super quick, easy tactical way to reach out to your customers and ask them for their feedback can help you immensely to get those five stars, get star seller status and just build good relationships with your customers too. So that is all I wanted to talk about today. super quick, super potent. The next quick tip Wednesday will be all about what do you do if you actually get a one star review? With some pretty hasty feedback in it? How do you take care of that situation? So I hope you tune in to the next episode of the product news podcast. I would love so much. While we're talking about reviews, you know the importance of reviews. I know the importance of reviews, I would appreciate it so much if you found this valuable if you've been listening to the product this podcast for a while now to leave me a five-star review on Apple and Spotify. Wherever you listen to this podcast. It would mean so much to me as I continue to try to help as many songs as possible through this podcast. But thank you so much for your time on this super quick episode and I will see you next week on the product-based podcast.
SUMMARY KEYWORDS
star review, customer, customer service, review, star, podcast, small business owner, left, product, etsy, feedback, situation, giving, message, facemask, avocado, happen, top notch, text, arrived