If you own a business, you know how disappointing it is to receive a negative review. Whether your reviews are good or bad, it’s important to handle them correctly. Online reviews are changing the way consumers make purchasing decisions. Most people will read reviews on your business before becoming your customer. Online reviews play a huge role in defining your company’s reputation.
Here are five tips to remember when responding to your customers to maintain your company’s good reputation:
- Automate the customer review process.
- Be gentle with your responses.
- Think human, not robot.
- Reply to most (or all) reviews.
- Make customer satisfaction your mission.
Whether they’re trying a new restaurant, buying clothing, planning a trip, or even looking into housing options, consumers almost always look at reviews first. Reviews help consumers feel confident in their choices. Forbes’ article “20 Online Reputation Statistics That Every Business Owner Needs To Know” states that 74% of people trust a business based off of positive reviews they’ve read.
When you own a business, it’s your “baby.” And when someone doesn’t love your baby, it can be difficult to navigate an appropriate response. Today, reviews are vital in gaining customers, so how you respond is everything.
So, as a business owner, it’s important to put the customer first, even when your feelings are hurt. If someone leaves a bad review, you should respond quickly and gracefully. Doing so increases your chances that the unhappy customer might give your business another try.
A negative review is not always all bad. Criticism can be good for companies. There’s always room to learn and grow. By responding to criticism in a productive way, you’re showing consumers you’re looking to improve. Mostly, people want to know you care – they want acknowledgement.
If you’re new to online reviews or the process seems overwhelming, try online review management software like ReviewMaxer. ReviewMaxer is an affordable and easy-to-use system to manage your company’s online reviews and reputation. Use ReviewMaxer to promote your positive reviews and interact with your customers to resolve issues. Sign up today for a free demo. Or, check out the ReviewMaxer blog for advice to improve your company’s online reputation.
Written by: Taylor WilsonFeatured photo by Eaters Collective on Unsplash