How do you respond to your reviews?

How to work on with your negative online reviews professionally

Online reviews hold more power over businesses than business owners like. In some cases they have made or broken businesses.

Positive reviews build up your online presence while negative reviews can act like an anchor on your efforts to generate leads and customers.

If you don’t deal with your negative reviews, they can damage your business growth, but….. you can prevent that damage by dealing with your negative reviews quickly and professionally.

In this article we go through how to deal with negative reviews.,

First, monitor your online reviews

There are services that monitor when the name of your brand, company, and/or products are mentioned online.

This is the easiest way to know when they happen.

Never make the mistake of not monitoring your reviews. The reason is that when you don’t know of a mention (good or bad) you can’t respond, and you especially need to respond to negative reviews.

Take action

When you see a negative review, never ignore it. Take action.

The first question you should ask is if the bad review is valid. Every business and every person screws up now and then. Did you or one of your employees? If yes, find a way to own up diplomatically. If not, even more diplomacy is needed.

While the customer is not always right, the customer is always the customer. It is possible to win back a disgruntled customer even when they’re in the wrong and don’t know it.

Start by sending a private message to the reviewer. This is a great opportunity to get a better understanding of their issue.

Once you have a response from the reviewer (or a day goes by and they don’t respond), respond to the review online. If you messed up, just fess up. If you didn’t mess up, don’t state or imply you did, but still express you’re sorry for what the customer went through.

Respond quickly

It’s very important to act quickly on your negative reviews.

We know from prior businesses we’ve owned that a quick and diplomatic response to a negative review is received favorably by people reading the review. We’ve even had new customers become customers because of how quickly and how well we responded to disgruntled customer.

Cross sell (but be subtle)

You need to be subtle with this, but don’t forgo the opportunity in your response to make the customer aware (and other who read the review) when you have other products or services that may suit them better. Again, but subtle with this.

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