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Do you worry about receiving negative reviews online?
It’s more important than ever to be out in front of online reviews by monitoring and responding to reviews about your brand. Don’t be scared of this task or the potential “damage” that may be done by negative reviews. Instead, learn to grow your business by making a positive impact through your follow-up and response to online reviews. We tell you where to find reviews, and more importantly, how to respond to them in a way that will take a negative and turn it into a positive for your business.
In this video, we cover where to look for customer reviews, why it’s important to monitor reviews, and how to respond to both positive and negative reviews.
If you’d rather read than watch a video, no problem, we’ve summarized the video below.
Why is it important to monitor and respond to reviews?
The old adage of ” a happy customer will tell 1-2 of their closest friends, but an unhappy customer will tell at least 10 people” still holds true today. Except, that an unhappy customer has access to hundreds or thousands of ears. It’s important to show all potential customers that you are a business they want to work with. This is done not by simply never having negative reviews, but rather, by how you deal with reviews about your business.
When looking for online reviews about businesses, the top three sources we check first are;
Google reviews through Google+– set-up or claim your businesses Google page to monitor and respond to comments and reviews. Google reviews also help your business index higher on Google, so it’s worth encouraging your customers to leave a review.
Yelp– Yelp is quickly becoming the go-to site for recommendations and reviews for everything from restaurants and hotels to beauty services and everything in between. It’s easy to claim your businesses Yelp page, or set one up if there’s not one made already. Be sure to complete the business profile by adding photos, a description, and relevant business information.
Facebook– If you don’t have a business Facebook page yet, you are already behind. Get one ASAP! Most pages allow customers to leave a review directly on the page making for an easy and more personal way to interact with your customers online.
What do we do if a customer leaves a negative review?
Have you ever heard the saying, “no credit is worse than bad credit?” The same thing rings true for online reviews. Having no reviews makes your company a mystery, there’s no confidence in how you’ll respond IF there ever were a problem. Believe it or not, having a negative review with a well thought out, positive and professional response will leave a better impression on consumers than no reviews at all.
When responding to a negative review, follow this formula-
Acknowledge your customers– Simply put, respond to the review!
Listen to their complaint– This might sound odd considering we are talking about the digital world, but it’s not crazy talk, we promise. What we mean is simply, think before you respond. Consider what the customer said in the review and consider where they are coming from. Don’t get defensive or try to prove you’re right.
Sympathize with your reviewer– Understand that the reviewer believes their perception is reality. We all know there are always at least two sides to a story, but the only side that matters with online reviews, is the side of the customer. Don’t be condescending, but be sympathetic to their feelings about the experience.
Apologize– You don’t have to admit to doing anything wrong, or say something you don’t believe, but a simple apology for the customer’s experience will go a long way in improving their opinion of your company, as well as the opinions of everyone reading the reviews in the future.
Seek a resolution– Find out what would make the reviewer content. Usually, if you’ve already done the previous things, they will be happy already. However, sometimes you may need to go the extra mile. This might be providing a replacement product or service, or a future freebie. Ask the reviewer what they would like to see, or offer what you feel would be appropriate.
What about positive reviews? Do I need to respond to those?
Yes! A simple “Thank you” goes a long way to continuing to keep happy customers happy. If they already went the extra mile to tell you how much they love you, the least you can do is say thanks.
It’s no longer a one-sided conversation and businesses really should be embracing the ability to be a part of their own story. Social media is giving us the ability to reach out and connect in a way that we were never able to before.