If you do business on the Internet and participate in social media, at some point you will field reviews and comments from your customers: both good and bad. Often however, businesses run into the trouble when they are forced to deal with the negative opinions of their customers and clients. Knowing how to respond to such reviews is not only crucial to maintaining your business’s reputation, but it’s also an excellent way to build that reputation. Here’s how to do it:
- Always Respond: The biggest mistake you can make is to ignore negative feedback that you receive. Instead, make a concerted effort to field any and all comments that your business receives on review sites, whether they’re good or bad.
- Keep Your Cool: Even if the negative review that you’ve received is over the top, remember that as a business, you always need to take the high road. Nothing looks worse than a business that meets an unreasonable customer’s complaint by responding in kind.
- Address the Review Directly: Think of how you would address the customer or client’s complaint had it been delivered to you directly. Take the time to consider what’s been said, and address the issue head-on.
- Highlight Your Strengths: Responding to a negative review isn’t just an opportunity to address a complaint, it’s also an opportunity to educate that customer and others about your business’s strengths. Turn the negative review on its head and call attention to everything your business does right.
Ultimately, you should come to view dealing with negative reviews as an opportunity rather than an inconvenience. Though the impetus for doing so may not be what you’d like, negative reviews provide a platform for you to sell your business and to manage the public’s perception of it.
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