Everyone’s got an opinion, and unfortunately as a business owner some of those opinions can cause your business a lot of trouble. Managing your online reputation is a must-do item on your daily checklist. Neglect to do so, and you may find people deserting you in hoards. Bad reviews are a fact of online life. They are very easy to post, and can sway large segments of the target audience on your side or not. The secret is having a lot more of the favorable to outweigh the inevitable negative.
What to do with a negative review
Here are three steps to proactively cope with the occasional negative review.
- Customer service must be a high priority – Often times the reason companies are in the position of managing a particularly nasty online review is that they neglected to take care of business as soon as the problem first surfaced. Oftentimes the customer tried to reach out, but had no response, and felt as if they had no choice but to air their concerns online at a review site. A great deal of this can be avoided by taking a proactive stance with respect to monitoring your onsite and social media channels, so you’ll notice when a problem starts.
- Be professional at all times – The very last thing you want to do is get in to an online shouting match with a customer. This won’t turn out well for you, ever! Even if you are right, you’re wrong to engage in this fashion, as it will scale this problem to heights you wouldn’t think possible. Strive to remain professional, generous, and try and keep that customer, or at least make sure you don’t lose more of them! Since this type of customer usually represents about 1% of your customer base, it’s simply not worth it.
- Encourage good reviews – One of the better ways for you to actively really make a difference is by supporting and even rewarding positive reviews of your services or products. Get an ample amount of these consistently, and the infrequent negative review will not stand a very good chance of remaining high in the search results. On the contrary, they will in all likelihood provide you with even more customers!
The the main thing in managing negative reviews is to be informed when they happen, handle customers with respect and professionalism, and make maintaining your online reputation a top priority! In this day of instant communication, you virtually have no choice!
Need Help? Extreme Marketing Concepts is a phone call away. Call us today at 813-863-1452 and we can help you become proactive with bad online reviews and how implement a strong reputation marketing campaign.