In case you just ignore all online reviews and let people talk? Does it ever make sense to respond to a negative review online? Did you know there are ethical and legitimate ways to improve your amount of good reviews and even turn bad situations into positive reviews? We detail all the options here. Local Small Business Implications For Review Sites. Local review sites like Yelp can become a boon, a bane or perhaps part of the background of doing business in today’s online world.
Pages of glowing reviews can drive new customers excitedly in the door, but as the contractor who sued knows, too many bad reviews, or even one harsh accusatory one, are able to do serious damage. Suing a reviewer is obviously an extreme reaction. Here are some other options for dealing with online 100k factory reviews:
Many business choose to just let all their online reviews stand. This specific isn’t a terrible approach because even responding to bad reviews can be tricky business. Even in home buying before the internet – people talk, what are you gonna do? But in case you decide not to reply, at least do the following…
It’s easy to recall what you’re doing well and dismiss bad reviewers as a few of “Negative Nelsons”. Yet too many negative online reviews can hurt your sales so it’s better to hear unhealthy reports. It may turn out there are indeed issues of which you’ve already been unaware. Once addressed, the bad reviews will fade into the past and be replace by positive reviews. And if the reviewers note the positive changes (we’ve seen this a lot), previous and future customers can be guaranteed the problems of the past have been corrected.
If you do choose to reply to a poor review on the review site, it’s important not to blame or insult the customer. Don’t appear protecting or sarcastic and do not get dragged into hashing out online the details of these experience. Reviews are mainly read by customers and prospective customers so they’re more likely to affiliate with your disgruntled guest whether it seems like an argument is taking place.
Never get into an argument or use sarcasm. State that you are truly sorry the customer had a bad experience, claim that you take their concerns seriously, emphasize your commitment to quality and let everyone know that you or your personnel are available and trained to address problems immediately because your goal is to be certain everyone results in a satisfied customer. This specific will make it easier for readers to accord with a caring business owner and serve soften the impact of the negative review.
Obviously this only works if there are just a few negative reviews. See our next step to learn how to build up a bank of good reviews to protect your average against the occasional issue. It’s better to build up basics of good reviews than to be caught off guard by excessive bad reviews later. Also, the fewer reviews you have in general, the greater the bad ones will stick out. So collection the deck with good ones by encouraging the quiet, happy customers to speak up.
Mistakes are going to happen, but when you’ve created an environment in which your staff knows that an unsatisfied customer experience is unacceptable, correcting mistakes can become a major opportunity. A new bad situation that becomes correct produces a perfect little mini-drama. As long as the story has a happy ending, their journey from initial high hopes, to problem, to happy resolution creates the perfect anecdote for your customers to share online and with the friends.