Should you just ignore all online reviews and let people talk? Does it ever make sense as a solution 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 Overview Sites. Local review sites like Yelp can be a boon, a bane or perhaps part of the backdrop of doing business in today’s online world.
Web pages of glowing reviews can drive new customers excitedly in the doorway, but as the contractor who sued knows, too many bad reviews, or even one harsh accusatory one, can perform serious damage. Suing a reviewer is obviously an extreme reaction. Here are some other options for dealing with online reviews:
Many business choose to just let all their online reviews stand. This particular isn’t a bad approach because even answering bad reviews can be tricky business. Even in home buying before the internet – people talk, what are you gonna do? But although you may 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 pair of “Negative Nelsons”. But too many negative online reviews can hurt your sales so it’s better to hear the bad information. It may turn away there are indeed issues of which you’ve already been unaware. Once addressed, the bad reviews will reduce into the past and be replaced with positive reviews. And if the critics note the positive changes (we’ve seen this a lot), previous and future customers can be certain the problems of the past have been corrected.
If you do determine to reply to a poor review on the review site, it’s important not to blame or insult the customer. Don’t appear defensive or sarcastic 100k factory , nor get dragged into hashing out there online the details of these experience. Reviews are mainly read by customers and potential prospects so they’re more likely to affiliate with your disgruntled guest whether it feels like an argument is occurring.
Never get into an argument or use sarcasm. State that you are truly sorry the consumer had a bad experience, state that you take their concerns seriously, emphasize your commitment to quality and let everyone know that you or your employees are available and trained to address problems immediately because your goal is to be certain everyone simply leaves a satisfied customer. This particular will make it easier for readers to empathize with a caring business owner and serve ease the impact of the negative review.
Of course this only works if there are merely 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 problem. It’s better to build up a base of good reviews than to be caught off guard by excessive bad reviews later. Also, the fewer reviews you have in common, the greater the bad ones will stick out. So stack 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 be considered a major opportunity. A new bad situation that will get correct creates a perfect little mini-drama. So long as the story has a happy ending, their journey from first high hopes, to problem, to happy resolution creates the perfect anecdote for your customers to reveal online and with the friends.