The success of your company depends on your reputation. When a customer leaves a positive review, your online reputation flourishes. However, when a customer leaves a negative review, you could lose future business. Using these six tips, learn how to make the best of positive and negative online reviews to ensure greater success for your company.
1. Always be genuine.
It’s important to sound real and not robotic when replying to a customer’s feedback. Talk to your customers as if they are your friends. When you use a corporate tone in your replies to customers who post negative reviews, it’s harder for your customers to sense your sincerity. Be friendly and consistent with all your responses.
2. Never lie or mislead.
Learn from the mistakes of Whole Foods’ CEO John Mackey and plastic surgery company Lifestyle Lift. Mackey was caught bashing his competition anonymously online while celebrating his company on stock market websites. Similarly, Lifestyle Lift had to pay $300,000 in fines for deceiving customers with its advertisements because employees left positive reviews about the company without revealing that they were working for the company. Don’t deceive your customers. Always be honest and transparent.
3. Remember quality over quantity.
You don’t have to respond to every single review posted about your company, but be sure to stay engaged with your customers and respond when necessary. Simply liking a posted review or writing “Thank you for the great review,” goes a long way with customers. Be sure to acknowledge those who left a negative review, letting them know that you heard them and that you’re doing everything you can to make amends. Find ways to personalize your review responses.
4. Be aware that online review sites will identify and ban the internet trolls.
Sites such as Yelp have a strict policy against internet trolls, removing their comments and banning them from the board. If someone has posted negative feedback without using your services, the site will remove it. Another option you have is to track what people post and where by ordering online reputation management software.
The benefit of having such software is that it gives you considerable amount of control of what your consumers post and where it shows up. Even if people post bad reviews about your company, the number of positive reviews will overshadow them.
5. Never become defensive.
When people say negative things and attack your company, you might feel like they are attacking you personally. Your company is the result of a lot of blood, sweat and tears. Reading a bad comment may bring out your defensive side. If you address a customer in a defensive tone, remember that everyone can see your post and it may go viral. Keep calm and think before you respond. Consider handwriting a response so that you get your frustrations out before you post a defensive response.
6. Don’t wait too long to respond.
Thinking before you respond is important, but thinking for too long isn’t good either. If a customer has posted a negative review, you need to address it quickly. If you wait too long to respond, the customer may get more upset. If you resolve the problem, the customer may backtrack from his or her negative comments and update the review noting your customer-centric approach.
The best way to know what a customer is posting is by having online reputation management software. It will alert you each time someone posts a review about your company so that you may reach out to the customer in a timely and appropriate manner. Purchase our online reputation management software, ReviewMaxer, today!
Photo credit: 123RF Stock Photo
Written by: Paul Cook