How should I respond to a negative review like this?

A few days ago, I saw someone ask this question on Zhiwubuyan:

The product is a blender

Received a negative review today saying:

"When the lid of our blender is opened, the blades will still spin, so if you put your hand in, it will break."

.....

In fact, I think only a very eccentric user would put their hand into a running blender. . . . .

And now the blenders on the market are basically like this. Including the big brands in the United States, when you open the cup lid, the blades will also rotate...

Do I need to reply to this kind of bad review...

First of all, I think that no matter what kind of negative review it is, no matter whether the reply is useful or not, it is necessary to reply to the negative review, and replying is an attitude. So I suggest you reply, although most of them are useless.

Secondly, if the negative review cannot be deleted, it is bound to be seen by every visitor, and most of them actually look at the negative review not the negative review itself, but your attitude towards handling it.

Regarding such negative reviews, on the surface the customer seems to be being unreasonable, and some people may think that the customer is an idiot. How could a normal person put his hand into a blender?

But we need to think from the customer's perspective, why would she say such a thing? Maybe she has children at home? Maybe she rarely uses the blender?

My solution is this:

1. First, sincerely apologize to the customer. Then you can say that you have investigated most products on the market and found that this problem exists;

2. Your feedback is very good to us. We have decided to improve this issue in the next product upgrade. Similar safety warnings will be added to our subsequent products.

3. Give the customer full compensation. If your product does have a problem, you can improve it or replace it with another product.

4. Judging from his comments, he rarely uses the blender. He is considering safety issues. If there is a first one, there will definitely be a second one. Therefore, it is recommended to upload the dangerous goods review and instructions for use documents to the listing.

5. For this kind of negative review, do Q&A and remind customers not to put their hands in to avoid getting hurt. This is very important!

Amazon pays more attention to the user experience of buyers. Attitude determines everything. Only in this way can you go long-term on Amazon.