How to Combat Bad Reviews
Everyones got an opinion, and regrettably as a business owner some of those opinions could cause your business a great deal of trouble. Managing your online reputation has become a must-do item on your daily checklist. Fail to do it, and you might find people deserting you in droves. Bad reviews are a reality of online life. They are so easy to post, and can sway large segments of the target audience in your favor or not. The secret is having much more of the favorable to outweigh the inescapable negative.
How to handle a negative review
Follow these 3 steps and develop your own system for handling a negative review whenever it does appear.
- Make customer service a number one priority – A big part of the reason companies wind up in the position of needing to handle a negative online review is that frequently there is a failure within their customer service or support. Many times customers are reaching out through various channels, including email, Facebook, Twitter or in blog comments. Frequently these are unnoticed for far way too long, resulting in one mad customer, who feels as though they have no solution other than to vent their frustrations on an online review site. In most cases, usually the entire scenario may have been avoided by paying a little more attention to your social and internal channels.
- Be professional at all times – The very last thing for you to do is get in to an online shouting match with a customer. This wont turn out well for you, ever! Even if you are right, youre wrong to engage in this manner, as it will scale this matter to heights you wouldnt think possible. Strive to remain professional, generous, and endeavor to keep that customer, or at a minimum make sure you dont lose more of them! Since this type of customer typically represents about 1% of your customer base, its just not worth it.
- Encourage good reviews – One of the better ways you can actively really make a difference is by supporting and even rewarding positive reviews of your services or products. Get an adequate amount of these on a regular basis, and the infrequent negative review will not stand a very good chance of remaining high in the search results. To the contrary, theyll in all likelihood bring you even more customers!
Handling negative reviews isnt nuclear physics, but it does call for persistence and professionalism. These days with the speed of communication online, you havent any other options!