Most consumers research products and services before making a purchase. One of the most used sources is other people’s reviews. In fact, about 88 percent of consumers look at these reviews. So, it’s important to pay attention to how you handle negative and positive business reviews.
The way that you handle the negative reviews says a lot about your business. If you constantly defend your product or service, you’re not doing yourself any favors. Here are a few tips that you can use to learn how to deal with negative and positive reviews.
Claim Your Business Listing on Review Sites
You should claim your business listings on review sites, including Yelp, Google Places, and any other applicable sites.
In the event that a customer leaves a defamatory review that goes against what’s normally acceptable, you can request that the site removes the review. But, they’ll only do so if you have claimed your business listing.
Respond As Soon As Possible
You should always respond promptly to reviews. This shows that you care about customer input. You value their thoughts. This applies to both positive and negative reviews.
Respond in a timely manner. You should respond within a few hours if you can. Otherwise, try to respond within 24 hours. Generally, you can set up email notifications. You will get an email every time that someone leaves a review on Yelp or Google Places. You should also set up email notifications for your social media accounts.
You Should Always Be Polite
You should always be polite in your responses. It’s easy to get yourself worked up when someone leaves a harsh review. Showing this emotion in your response will not help your online image.
When you work retail, you’re taught to always greet a customer with a smile, even when they have a complaint. This is more for you than for the customer. When you force yourself to smile, you give yourself a moment to clear your mind and put yourself at ease. You’re less likely to be defensive.
This same concept applies to responding to customer reviews. Before you start typing, force yourself to smile and take a deep breath. Don’t let your emotions get the better of you.
Handle Negative Comments Privately
If possible, handle negative comments privately. When a customer has a negative experience, respond them with a private message or through email. Choose whichever option is applicable.
You should do your best to resolve their issue or complaint. In the event that you can’t find a solution, you don’t want to leave a public trail of the interaction. Keep the conversation private.
If the issue is resolved satisfactorily, then leave a response on your public timeline. You could say something along the lines of, “I’m glad that we were able to resolve your issue. Thank you for your input.”
This short follow-up message could elicit a positive response from the customer. This way, when prospective customers view your reviews, they’ll see that you do your best to resolve problems.
Don’t Ignore the Positive Reviews
Dealing with negative reviews is important. But, you shouldn’t forget about the positive reviews. When you receive praise, criticism, or positive feedback, you should offer your thanks.
The bottom line is that you can’t get rid of negative reviews unless you can prove that they’re completely defamatory. But, you can bury bad reviews. Do your best to deliver an exceptional product or service and you’ll naturally get more positive reviews than negative reviews.
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