888-773-4768

BLOG

5 ways to thwart fake bad reviews and manage your online reputation 

It’s easy to spot when your company’s online reputation is under attack. Often, multiple critical reviews pop up at the same time with similar language repeated throughout. Do the reviews sound like a story rather than facts of the reviewer's experience? Check the reviewer’s profile. Does this person have a history of leaving only negative reviews to get free products or services?

Once you identify that the reviews are fake, it’s time to follow through with your crisis plan. Your crisis plan should be in place long before anyone posts a negative review of your company. 

Here are some ways you can combat fake negative reviews:

  1. Proactively seek out positive reviews before you’re attacked.

If you have hundreds of 4- or 5-star reviews already, they’ll provide a cushion when multiple negative reviews pop up at once. Post signs around your company encouraging customers to leave honest reviews about their experiences. Potential customers who come across your review page are smart enough to trust a longer history of excellent reviews over a short spam of negative reviews.

  1. Make sure you claim your social media and review pages.

By claiming your review pages, you’re able to respond quickly and efficiently to negative reviews. Not claiming them before a spam attack results in extra steps that waste time and could result in more negative reviews or a loss of business.

  1. Have review management software in place. 

ReviewMaxer gives you the ability to see reviews across hundreds of review platforms all on one page. The attack of fake reviews may not just be on Yelp or Google, it could be across multiple sites. Review management software allows you to see where the attack is taking place and regularly updates you on new reviews as they come in, so you can respond to the negative reviews quickly.

  1. Report the fake reviews.

Each review site has its own policy on how to report reviews. However, this isn’t an instant problem-solver. Support for review websites is often understaffed compared to the number of reports they handle each day. 

  1. Turn off the review feature.

As a last resort, you can turn off the review feature. This mainly applies to Facebook. Since you should own your business page on Facebook, you have the ability to control the review feature. Most review sites, like Yelp, don’t allow companies to remove their page. If you do turn off reviews, it’ll prevent new positive reviews from coming in. Most of the time, people don’t trust old reviews. That’s why it’s better to be proactive rather than reactive when a fake review crisis happens.

Want to learn more about how to manage your business reviews? Watch this free demo today to find out how ReviewMaxer can protect your company.


- 0 comments
READ MORE

In today’s business landscape, online reviews hold a great amount of credibility. In fact, almost 95% of shoppers read reviews before making a purchase. How you reply to your company’s online reviews is just as important. The internet is public and information is so readily accessible and vulnerable. Customers will see and consider your responses, so make sure they’re professional and helpful.

Here are the best practices when replying to your online reviews: 

Negative reviews 

Negative reviews can be hard for business owners to see, making it difficult to respond professionally. Understand it’s nothing personal, many reviews can offer valuable feedback your company can use to make improvements. Either way, taking criticism well – no matter how hurtful – is vital. Regarding negative reviews, it’s important to be engaged, understanding, and helpful. You want reviewers to feel you hear them and care about what they say.

There are three things you should keep in mind when you reply to a negative review: 

  1. Say thank you

Show readers you appreciate their feedback, no matter how jarring it may be. 

  1. Apologize.

Being vulnerable, genuine, and apologetic to your customers will show that you care about their experience. 

  1. Take responsibility.

Own up to your mistakes and avoid making excuses will help you earn customers respect. Reassure customers that your company holds its employees to high standards and aims to grow from its mistakes. 

Positive reviews 

While responding to a positive review may seem pointless, it’s actually a great way to stay in contact with customers and nurture relationships that support your company. If a customer takes the time to write you a glowing review, you should take the time to reply. 

Here are three ways you can respond to a positive review: 

  1. Say thank you.

If a customer compliments your services in person, you thank that person; the same applies when you receive a compliment online. It’s common courtesy. 

  1. Tell customers you appreciate them.

Make sure you let your customers know how much you appreciate their support and feedback. Tell them you value them and would love to see them again.

  1. Keep it positive.

If someone leaves a positive review, it only makes sense to keep your response positive. Being upbeat and excited will show how much you appreciate the interaction you have with customers. 

It can be challenging keeping up with your online reviews. ReviewMaxer makes managing your online reviews easy and improves your online reputation. Want to learn more about it? Watch a free demo video here!

 

Featured photo by Jon Tyson on Unsplash


- 0 comments
READ MORE

Local businesses benefit the most from reviews. They must compete with giant corporations that can afford multimillion-dollar marketing and advertising campaigns. Because of this, local businesses have to be more strategic with managing their reviews. Reputation management is a crucial matter when it comes to generating new customers.

Here are three facts about local business reviews that you can use to your advantage:

  1. Fifty-one percent of consumers will select a local business if it has positive reviews (BrightLocal).

Consumers want to turn to local businesses for their needs. Big-box stores and corporations aren’t native to their town and lack the sense of camaraderie a local business offers. For restaurants, people assume fresher ingredients when they eat local. Local boutiques may use local designers and products. Using a local business means fueling the community. And to be a part of the local community, you have to make a name for your local business, starting with its reputation.

  1. Businesses that reply to their online reviews at least 25% of the time generate 35% more revenue (Womply).

People who read your company’s reviews and see you replying to customers will respect your promptness and efficiency in taking care of your customers’ needs. Engaging with customer reviews has a positive outcome when you keep it professional and respectful. Make it right for a customer who had an unsatisfactory experience. Did someone get the order wrong at your restaurant? Always give an apology and perhaps a coupon for that patron’s next visit. 

  1. Sixty-eight percent of people say positive reviews make them trust a local business more (BrightLocal).

Positive reviews are vital to everyone, and local businesses need positive reviews to compete with large corporations. However, it’s also important to consider the opposite effect: How can negative reviews make people distrust a local business? Managing negative reviews can be trickier than managing positive ones. Having a review management system in place helps you prevent too many negative reviews from tarnishing your online reputation.

Check out this free demo today to find out how easy it is to use ReviewMaxer to improve your local business’s online reputation.

Photo by Priscilla Du Preez on Unsplash


- 0 comments
READ MORE

How does your business compare?

Use our free Review Scan to generate an instant reputation report and see how your business appears on local review sites.