If there is one way to ruin a business owner’s day, it is finding out about a negative review online, especially when they think they are doing everything right. However, no one is perfect and there are occasional hard to please customers. However, a bad review is not to be ignored or deleted. It should be addressed.
Prior to letting a bad review ruin a day or the whole week, it’s important to look at it from a different light. There may be a hidden benefit. In today’s world, there are many ways to deal with negative reviews and it’s important to see both the positive and negative roles that reviews play overall.
For example, if you were standing on line at a store and the person in front of you had a bad experience, you will subconsciously observe how the store employee or manager handles the situation. In today’s online world, the concept is the same. Everyone is curious to see how bad reviews get handled. It says a lot about a company’s culture and when handled properly, it can turn into a positive.
At 24-7 Marketing LLC, we guide our clients in formulating responses to all reviews, good and bad. In today’s world, online reviews are crucial and they even play a role in optimizing the search engine rankings. For such reasons, we created a system in which feedback is gathered immediately in order to address the issues before they appear online. This reputation management process has encouraged more positive reviews and it has helped many clients lift or maintain their high Google rankings.
Another benefit of our reputation management process is the ability to pinpoint negative issues and rectify them swiftly. For example, a client may see many negative reviews online. However, once they are in the reputation management system, they are adjusted accordingly and positive reviews start rolling in.
Customer feedback can help to understand how to serve each client better. Reviews help to see what customers like and don’t like, providing the opportunity to improve the product or service offered to them.
After the initial anger or despair subsides, the chance to respond to an online review provides a chance to publicly offer a solution and give customer service that everyone will see. This will show true concern and interest, and that is key in building and controlling a brand’s image.