Nearly seventy percent of customers admit that they check out reviews online before committing to a purchase. So it’s up to you to manage your online reputation. People are checking out Yelp, Angie’s List, Google reviews and Yahoo Local Listing for information. And from time to time, you will get a negative review.
But that is no reason to panic. An occasional negative review will actually make your profile look more real. When a customer takes the time to give you a not-so-flattering review, that is your opportunity to do one of four things:
- You want to respond to a negative review online. As a matter of fact, you want to be responding to both positive and negative reviews. You should contact that customer directly. The only way you can fix a problem is if you get all the information and respond in a way that makes your customer feel valued.
- Offer a free coupon, discount or free service. And then ask that customer to post a second review about how you responded to their first one.
- Redouble your efforts. Make sure that you get positive reviews from all of your happy customers within 7 – 10 days of someone doing business with you. They should get an email from you telling them how they can give you a review.
- Give them the opportunity to give you a review on your website. It may keep them from going out to one of these big national review sites and giving you a black eye if they have an opportunity to give you their feedback right on your own website.
Republished by permission. Originally published at Nextiva.
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