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.
Computer Photo via Shutterstock
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Getting happy customers to leave reviews is key. Negative reviews are put into context when people see them as outliers.
Responding’s important, regardless of how bad a review may be. Going in with a cool and calm (and professional) head, regardless of who’s in the wrong.
It can be quite devastating to receive a negative review. But it is surprising that most business owners ignore it when it is a good way to improve their services. You’re right when you said that you have to reply. But you have to do it in a timely manner and in a way that will amend the situation so that you can turn it around in a positive way.
Yup, depending on how deep the negativity, I imagine it can be quite an unpleasant experience. But you’re right, the response is not to ignore it, and not ignore it for too long, and to try to focus on the positive (though it may be incredibly challenging to do so in some instances).