How to Handle Bad Feedback from Online Reviewers
The internet has given consumers an opportunity to express
their feelings about a business’s service, whether it is good or bad. Webpages
such as Yelp, Google Reviews and Angie’s List are open forums for customers to
tell the world about their experiences with any given organization. While
positive reviews are great for attracting new business, negative reviews can be
equally damaging to a business’s reputation and profits. While there is no way
to prevent bad reviews from making it online, there are some ways that small
business owners can offset and even learn from negative customer reviews.
Review Your Customers Reviews Regularly
Business owners need to know how their customers feel about the
business. While a customer may seem happy when they speak with you in person,
they could be masking a negative experience. Statistics show that the majority
of people will not voice their complaints directly to a business, but will go
home and write about their experience in an online forum. Because of this, make
sure to check what customers are saying online on a regular basis. While this
should not become an obsessive behavior, it is important to remember that a
customer’s experience is important to the business overall.
Keep an Eye Out for Negative Reviews from Competitors
Many online review sites do not allow businesses to post
reviews about their competition – Yelp, for example, prohibits these types of
posts on their website. Because of this, it is important to take notice and
look out for competing business owners who may be adding negative reviews to
bring down the business’s overall rating. If you spot suspicious activity, make
sure to contact the review website and request that they investigate or take
down the post. More often than not, if it can be proven that a competitor
posted the negative review, the website will quickly remove it from public
view.
Respond to both Negative and Positive Customer Reviews
For a consumer, it is important for them to know that a
business owner is actively engaged with their business and customers. An easy
way to build a rapport with consumers is by joining into the conversation on
business review sites. When you come across a negative review complaining about
customer service or a particular product, respond to the comments by apologizing
for the customer’s inconvenience and offering to reach out to the customer to
find a solution form them. While it is important to respond to negative
reviews, it is also key to respond to the positive
reviews. When a consumer writes something great about your business, make sure
to thank them for the great feedback.
Learn and Grow
One of the most important things a business owner can do
about negative reviews is learning from them. By truly taking customer’s input
into consideration, an owner can help to grow their business in a positive
direction and help to correct problems they may not even have known existed. If
a consumer is upset with the level of customer service being offered, consider
offering employees a training course on the subject. If there are issues with
shipping and delivery times, look into other vendors to provide that service
and help to elevate the consumers overall experience with your business.
How is your small business doing? If you need help improving
your small business, give Stacy O'Quinn a call! Stacy has helped dozens of
individuals create a legitimate home business to give them financial freedom.
What is his secret to success? To find out, click here.
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