Wrestling with negative reviews? Get to know the secret weapons to combating 1-star reviews and improve your online reputation
The advent of business review sites like Yelp makes it more important than ever to focus on good customer service.
Many organizations don’t know the best ways to manage their online reputation and so choose to ignore it.
This is a major mistake.
The damage a bad review can do to client acquisition and retention can be substantial.
Keep reading to find out some online reputation tips you can use to deal with a one-star review.
When you first see a bad review pop up there’s a temptation to immediately write out a response. This can ultimately be a mistake. The best action you can take is to acknowledge their review and let them know you’re looking into it.
Before you refute a customer’s bad experience, talk to everyone involved and find out what happened. It may be something as simple as a misunderstanding or as dire as a poor or improperly trained employee misrepresenting your business.
Once you know what happened you can reach out to the customer publicly and ask them to contact you privately. This shows people reading your reviews that you are actively seeking a solution. It also prevents more negative information from being posted publicly.
If you find out the customer is being unreasonable or is unwilling to talk to you, post a response on your review page detailing what actually happened versus what the customer claims.
Most of your potential consumers will understand that a single bad review doesn’t equal a trend.
Always Make it Right
If you find out that you were at fault, do everything you can to make it right. Once a bad situation has been publicly described your best option is to work fast to appease your customer and show others that you listen and are honest.
Apologize publicly and privately. Offer them a refund or additional free services, whatever seems most appropriate.
Doing this shows your other customers that on the off chance they have a bad experience, you’ll be there to make it right.
Online Reputation Tips: Professional Support
Let’s face it, you got into your field to do business. You probably don’t want to spend a large chunk of your day fielding online complaints. Hiring an effective reputation management firm is a great way to free up your time to actually do the work you love.
A good contractor will provide you with a customized reputation management strategy. They will show you the best places to create your online presence and often handle the day to day management.
This allows you to continue providing your usual excellent service. No longer will you have to trawl review sites every day for disgruntled customers.
Always Stay Calm and Polite
The worst thing you can do when responding to a negative review is to respond with anger or dismissal. The best online reputation tips always recommend that you respond graciously and address their complaint. Even if you are entirely blameless this gives a better overall impression.
For more information about reputation management services or to get a free quote, contact us here.