When I’m speaking with business owners, we often get on the topic of online reviews. Sites like Yelp, TripAdvisor and even Facebook allow customers to post reviews about a business, both good and bad. Business owners are frustrated by negative reviews that oftentimes may not even be 100 percent accurate.
Society thrives off of being able to instantly let a business know how they feel. Customers can pull out their phone and write a review that gives their opinion to hundreds or even thousands of people in less time it takes to walk out the door. I try to stress to my clients that a negative review doesn’t have to be a negative. They can turn it around and make it a positive for their business. Consider negative reviews as learning experiences to get some insight into your business or an opportunity to show customers that what they say matters to you.
Even if the review is completely false, you have to deal with it politely and can’t pretend it doesn’t exist. People are reading these reviews and no response reflects negatively on your business. It looks like the business owners don’t care about what their customers have to say. Instead, apologize for the incident and ask them to contact you directly either by email or phone.
Prospective customers will see a business attempting to reconciling a negative situation, and be more likely to ignore the negative review. This is commonly an aspect of reputation management. It’s vital for your business, but how often do you look for new reviews? Response time is integral, but you’re trying to run a business. What can you do?
815 Life Digital has reputation management services takes care of all your reviews and more. We’ll monitor popular reviews sites and let you know when someone posts a review and help coach you through a proper response. If you’re interested and more information, then give me a call and we’ll talk about it.