Everyone knows that a good reputation is crucial to the success of a small business. Today, consumers spend hours researching businesses online before they even decide where to shop. Just one bad online review can do some serious damage to your business’s reputation. Fortunately there are a few things that you can do to turn these negative experiences into a positive one for your small business.
First, let’s discuss what NOT to do when you receive a bad review online:
- Deny that the problem exists
- Argue with the reviewer
- Ignore the review
- Attempt to cheat the system by asking other customers to post good reviews
If you really want to combat negative reviews you must be aware that they exist. Monitor social media pages and online review websites carefully and respond to all concerns. However, if the review isn’t serious, or if the reviewer is using anger and abusive language, your best option is to ignore it. These are the type of reviews that should be flagged, reported and removed.
When addressing a negative review always keep it professional and respond with tact. Passive aggressive and sarcastic comments will only increase the problem. You can either respond to the problem publicly to demonstrate to readers that you are addressing the situation, or respond privately if you disagree with the reviewer.
Apologize to the customer and ask for suggestions on how you can resolve the situation. Remember to keep responses consistent. When you actively respond to negative comments, other potential customers can see that you are engaged and that you care about your customers.
Alter Impact has been providing quality web and graphic design services from Orange County, California since 2002. For more information about how we can help you market your business, please contact us today.