Online reviews can make or break your business. Research suggests that 93% of consumers consider reviews when choosing to use a service or buy a product. With Yelp and Google being so powerful, how can your company manage these reviews and address concerns appropriately? Consider doing the following:
Respond Quickly
Responding quickly to reviews, particularly those with negative opinions, is important because of one main reason: people might assume your silence is synonymous with guilt. Besides, the old adage of “ignore it and it will go away” doesn’t work online. The internet is forever.
Responding is also important because it shows consumers that you’re attentive to your business and you’re willing to address your customers’ concerns.
Don’t Get Defensive
It’s human nature to get defensive, especially if you’re hearing something about your company that you disagree with or find untrue. Even so, responding defensively is like airing your dirty laundry in a public square where everyone can see it. Whether you think the customer is right, wrong, or extraordinarily petty, choose your words carefully, acknowledge the customer’s side, and attempt to come up with a solution.
At the same time, if you can’t appease a customer because they insist on being unreasonable, don’t sweat it. There’s always a chance that you’ll be up against someone who complains no matter how many concessions you make. They might not appreciate your effort to resolve things, but others reading the reviews will.
Consider Self-Reflection
If you have several reviews saying the same thing, such as bringing up concerns about your customer service or your delivery times, consider some self-reflection to determine the areas where your company can legitimately improve. Respond to the reviews by acknowledging your shortcomings and your plan to remedy them. You can go a long way with people simply by validating their positions.
Outsource Your Management
If your business gets reviewed often, consider outsourcing the management of your online reputation to a company that understands marketing and knows how to spin reviews, even the not-so-stellar ones, in your favor. Reviews done via social media platforms, such as Facebook, are especially important because of social media’s influence on consumer decision-making. A solid company can act as a social media butterfly, checking in with your consumers regularly to make sure they’re happily spending.
Need some guidance on online reviews or anything else? Give us a shout and we’ll be happy to help.