1. Be aware.
Keep track of what is being said about your business. Monitor the review section of your social media platforms. You can also set up a Google Alert (you just need a gmail account) for your business to receive alerts anytime your business is mentioned online. You can’t address problems if you don’t know what’s out there.2. Listen.
The knee jerk reaction to a negative review may be to get defensive. However, there is likely information in a negative review that can help you better your business. Take the review seriously and examine what can be learned from it.
3. Respond Promptly.
A prompt response shows customers you care about their feedback and experience. It may be necessary to contact the customer offline in order to resolve the issue, but making the effort could earn you a lifetime fan. You may also encounter someone that is impossible to please. Keep a cool head and be polite. Even if that customer is a lost cause, the ones who will read your replies are not!
4. Report it.
If a review contains inaccurate facts, report it to the site it was posted to. Make sure you can back up your claim- disliking what someone said is not a good enough reason to get a review removed. However, if the review violates the site’s terms of service they will likely remove the post. |
