Whether you are an online retailer, doctor, or lawyer, or otherwise doing business: your customers, patients, clients, employees, and even the competition are talking about you!
The most popular platforms for this are Google My Business for doctors, AVVO for attorneys, Trustpilot for online retailers, and Glassdoor for employers. But Yelp, Facebook, Google, Tripadvisor, and BBB are also increasingly used for online reviews.
We’ll show you the biggest mistakes you can make if you get a negative review. However, each of the five reaction options can also be the optimal answer to an assessment. In our Reputation Repair expert guide, we explain the following 5 reaction options:
1. Ignore-
Negative Reviews on the Internet can be ignored. However, this can be a big mistake. In order to minimize the impact of a bad review, you must reach out and engage with the reviewer either publicly or privately—and provide resolution-driven responses. Show that you care. Be as quick as you can when addressing customer comments. Leaving it until later can cost you the opportunity to positively change the conversation between you, the person who wrote the review, and the rest who will read it.
2. Not responding in a timely manner-
You should be able to respond to reviews within 1 business day. It doesn’t look good for your business if you respond several months later to a customer’s complaint. Although you have the option to respond publicly or privately, A public response will demonstrate to other customers that you take feedback seriously and that you’re committed to providing the best experience possible.
3. Making excuses-
“Don’t make excuses. Be honest in your response about how you are going to address the issue and invite the customer back to give you a second chance after the issue has been resolved.”
4. Offering Rewards or requesting reviews removal-
You can’t buy your customer’s goodwill by offering gifts in exchange for a positive review or requesting the removal of a negative review. once you are requesting review removal, your customer will be angrier.
5. Not monitoring-
In order to effectively respond to customer reviews, you need to know what’s being said about your business. The easiest way to do this is to set up a Google alert for your business name.
Next week, we’ll cover how to reply to negative reviews about your business, both online and offline.