Handling Negative Reviews
Negative reviews hurt - no doubt about it. They impact your online marketing, your SEO (Search Engine Optimization), and the reputation of your brand, products, and services. Beyond that, they feel like a personal attack. But, what can you do?How to Respond
- Promptly - Just like any good customer service response, you want to take action on a negative review as soon as possible and preferably within the first 24 to 48 hours following the review posting.
- Sincerely - If your company blew it, take ownership of the mistake, apologize, and work to mend bridges. If it was a misunderstanding, gently clarify and offer to speak with the consumer in person or by phone to make things right.
- Generously - Assume some of the responsibility if you can, go out of your way to cut the consumer some slack, and assume the best in the client.
- Personally - The best place to hold the conversation is offline, so request the person call or visit you to work the issue through.
- Circumspectly - Remember that others considering your business are reading along, so you are posting for the general public. Be kind and calm in your response.
After the Storm - Generating New Reviews
Hopefully, your efforts to mend bridges will result in the
customer amending or removing his or her review, but if not, be sure you step
up your efforts to generate new reviews from your happy clients.
Remember, Impressions Review Managing is here to help -
contact our friendly team for more assistance.
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