The credibility a negative review can carry for potential customers can not be understated. Online reviews are pure gold to business owners. Even when purchasing seemingly unimportant items, consumers tend to look for a second opinion. This is especially true for online purchases, when consumers have to buy sight unseen.
As a business owner, you have numerous options at your disposal to handle improving your online reviews. When you work with a professional marketing agency, your chances improve due to consistency and quality of effort.
What do you do when you receive a negative review?
First, do your best to take an objective look at the review. Consumers purchase with their emotions, so we should not be surprised that they leave emotional reviews. Remove the emotion of the words and distinguish whether or not the person has a valid complaint. Becoming defensive will not help you. If the person in question is not a known problem customer or a disgruntled employee, extract what the person’s chief issue is. If the complaint is customer service, take note of the specific incident and find out if an employee handled an issue incorrectly. Get both sides of the story and follow up.
Note About Repeat Offenders
You probably know the faces and names of customers who are never satisfied, no matter what you do. These people tend to show up regularly online in places such as your Facebook business page and do their best to cause a scene. Try to take their conversation offline and away from the public chat boxes.
You might find that these people are just in need of extra attention. If you feel that their opinions could actually have merit, but they are just annoying, try bringing them into the fold by asking them to be a part of a test panel or Customer Advisory Board. Enlisting their help shows them you value what they have to say.
- Once you have clearly defined the actual complaint, act quickly to contact the person. You want to be responsive and address the person’s issue. Let them know you appreciate their feedback and that you have already taken steps to follow up.
- Next, clarify what happened and make it right. Get all sides of the story. It may magnify a training or procedural issue that has never before come to light. Make it up to the customer if you can and win them over as a cheerleader.
- Finally, implement a change of procedure to prevent the situation, and another negative review, from happening again.
Identify, clarify, and implement.
In the meantime, contact SEOptiks for more ideas on how to improve your online presence.
The Team at SEOptiks