Have you ever had a bad experience at a business? Did it change your opinion on the company? More often than not, one bad experience will hinder how someone views a business, even if the experience was handled in the best way possible. The thought of a negative review can be a scary thing, but it’s important to keep in mind that those who are dissatisfied are more likely to take to the review board, than those who are satisfied.
Here are some tips to handle reviews, both positive and negative:
First, it’s important to actively check your reviews on the various web platforms. Google, Yelp, Yahoo, Facebook and Merchant Circle are some of the most common review platforms. Which do you utilize the most? If you are not utilizing these platforms, then it’s time! It’s simple to set up an account to verify that you are the business owner or manager.
It’s also important to be honest. Never have your staff post fake reviews (oh yes, this does happen). Let the reviewers come to you! And on the opposite end of the spectrum, never delete negative reviews. This can have devastating effects. Take the time to truly listen to what the person is trying to tell you and address those concerns.
Respond! Respond! Respond to every review! This goes for both positive and negative reviews. Not only does this impact the person who placed the review, but think of how it looks to the rest of your page viewers. This can say so much about your business and allows your viewers to get to know you on a personal level.
Let them reach you by providing the best contact information. A general company email address is the best way to allow customers to contact you privately rather than heading straight to the review board. If the issue is negative, this gives you the opportunity to address it privately. And if handled well, could turn what was once a negative review into a positive one.
Remember this! Sometimes you will encounter those with unrealistic expectations; those that no matter how hard you try, they cannot be pleased. All that you can do is explain yourself to the best of your ability and do not use a negative connotation. Apologize for the inconvenience and explain the situation to the best of your ability.
Finally, it’s important to encourage reviews! Invite your customers to review your business on a regular basis. Not only does this help to build your online reputation, but it also helps you to keep your business and staff in check. Every now and then we all need a little reminder or encouragement to up our game. You can’t please everyone, but timely responses will only benefit your business. The question is, which platforms will you choose?