Many businesses underestimate the impact online reviews have on their success. Reviews influence both customers’ and search engines’ perceptions of your business. Focusing on what clients say about their experience will help you understand their perspective and ensure you serve them better.
The Reality of Negative Reviews
Negative online reviews can be disheartening. Receiving one for your business can feel like a blow to your pride. These reviews linger in search results and can scare away potential customers. According to a 2016 consumer review survey by Bright Local, 84% of people trust online reviews as much as personal recommendations. Moreover, 7 out of 10 people will avoid a business because of a featured negative comment.
The Power of Managing Online Reviews
By responding to online reviews, you can:
- Gain insights about your customers and improve your service and communication.
- Recover relationships with dissatisfied customers.
- Minimize the impact of negative comments that could harm your business’s reputation.
- Identify brand enthusiasts and turn them into promoters.
Whether a review is on Facebook, Amazon, or a top directory, you can capitalize on positive reviews and mitigate the damage from negative ones. Here’s how:
Handling Positive Reviews
Generate Positive Reviews One way to offset negative reviews is to generate positive ones. Approach current or previous clients who have had exceptional experiences with your services and ask them to share their feedback. When emailing, include links to your business’s page on major review sites like Google and Yelp.
How to Respond to Positive Reviews
- Appreciate the Customer: Always thank a client for their positive review. Acknowledge their effort in leaving constructive feedback and showing appreciation.
- Use Your Business Name: Include your company’s name in your response to ensure positive reviews can be traced back to your business. This helps with search engine visibility.
- Include Some Marketing: Use the opportunity to subtly promote new products or services.
- Request a Return Visit: Encourage satisfied customers to return and share more great experiences.
- Share the Review: Spread the good word by sharing positive reviews on social media platforms and tagging the reviewer when possible.
Handling Negative Reviews
How to Respond to Negative Reviews
- Stay Neutral: Handle negative reviews constructively and transparently, showing you are a genuine business.
- Apologize: Start by apologizing for any inconvenience and offering to resolve the issue. Avoid long, defensive exclamations.
- Respond Publicly: Address negative reviews publicly to show that you are proactive.
- Handle the issue Offline: After addressing the issue publicly, contact the customer via email or phone to resolve the problem in detail.
- Keep Your Response Precise and Friendly: Ensure your responses are timely, polite, and concise to avoid unnecessary escalation and to encourage the customer to return.
Conclusion
Managing online reviews is crucial for maintaining a positive reputation. Responding thoughtfully to positive and negative feedback can enhance customer satisfaction, improve your online presence, and ultimately grow your business. Investing time in managing your online reviews is worthwhile and can yield significant benefits for your brand.
