Everyone’s got an opinion, and unfortunately as a small business owner some of those opinions could cause your business a lot of trouble. Managing your online reputation has become a must-do item on your daily checklist. Fail to do it, and you may find people deserting you in droves. Bad reviews are a reality of online life. They are so easy to post, and will often sway large segments of the target audience in your favor or not. The secret is getting much more of the positive to outweigh the inescapable negative.
How to manage a negative review
Here are three steps to proactively manage the sporadic negative review.
- Make customer service a number one priority – A large part of the reason companies wind up in the position of having to deal with a negative online review is that often there is a breakdown with their customer service or support. Often customers are reaching out through various channels, including email, Facebook, Twitter or in blog comments. Often they are ignored for way too long, producing one mad customer, who feels as though they have no recourse other than to vent their problems on an online review site. In most cases, much of the time the entire scenario may have been avoided by paying a little more attention to your social and internal channels.
- Be professional at all times – The worst thing you should do is get in to an online shouting match with a client. This will never turn out well for you, ever! Even if you’re right, you’re completely wrong to engage in this fashion, as it will scale this problem to heights you wouldn’t think possible. Aim to remain professional, generous, and seek to keep that customer, or at least ensure you don’t lose more of them! Since this type of customer usually represents about 1% of your customer base, it’s simply not worth the trouble it causes.
- Encourage good reviews – One of the better ways for you to actively really make a difference is by supporting and even rewarding positive reviews of your services or products. Get enough of these routinely, and the infrequent negative review won’t stand a chance of remaining high in the search results. On the contrary, they will in all likelihood provide you with even more customers!
Handling negative reviews isn’t brain surgery, but it does call for persistence and professionalism. Nowadays with the speed of communication online, you haven’t any other options!
For more information about how you can proactively build, promote, and manage your online reputation, give us a call today or fill out the form to the right to get started.