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 increase your amount of good reviews and even turn bad situations into positive reviews? We detail all the options here. Local Little Business Implications For Review Sites. Local review sites like Yelp can be considered a boon, a bane or maybe part of the history of doing business in today’s online world.
Web 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 reviews:
Many business choose to just let all their online reviews stand. This particular isn’t a terrible approach because even addressing bad reviews can be tricky business. Even in the times before the internet – people talk, what are you gonna do? But even though 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 100k factory revolution reviews“. Nevertheless too many negative online reviews can hurt your sales so it’s better to hear the bad reports. It may turn out there there are indeed issues of which you’ve already been unaware. Once addressed, the bad reviews will diminish 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 assured the problems of the past have been fixed.
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 come across as protective or sarcastic , nor get dragged into hashing away online the details of these experience. Reviews are generally read by customers and prospective customers so they’re more likely to affiliate with your disgruntled guest if it seems like an argument is happening.
Never get into an argument or use sarcasm. State that you are truly sorry the customer had a bad experience, state that you take their concerns seriously, emphasize your commitment to quality and let everyone know that you or your staff are available and trained to address problems instantly because your goal is to make sure everyone results in a satisfied customer. This particular will make it easier for readers to empathize with a caring business owner and serve make softer 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 a base of good reviews than to be caught off guard by excessive bad reviews later. Also, the fewer reviews you have in general, a lot more 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. The bad situation that will get correct creates a perfect little mini-drama. Provided that the history has a happy closing, 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.