Deal With Negative Reviews Online
Adverse opinions don't feel really good but it's not the end of the world. It is often true that "no press is bad press". Where there is no buzz, and your business is not being discussed online at all you're doing something wrong. So if you've received negative reviews, it is a sign that you are receiving online press in the first place. Then take it as an opportunity to keep the online conversation going and staying relevant.
Here are Tips on How to Respond to Negative Online Reviews:
1. Monitoring Your Online Presence
A favorable reputation is coveted-but difficult to possess. It is built over time. Monitor your online presence to be aware of every site and directory where your business is listed and is open to receive customer comments and reviews. Check the social networks you have set up for your business and review sites like Yelp,Google yourself regularly and comb through the pages to see what is being said, if anything, about you. You may want to sign up with a service like Review Trackers. They monitor your online business reviews and report both the good and the bad, allowing you to respond in a timely fashion.
2. Claiming Your Business
While you may be adding content to your website, a dissatisfied consumer may be writing a scathing post about your brand. If public feedback is a big part of growing your customer base then spend the few extra bucks to claim your business on review sites. Claiming your business allows you better interaction with reviewers and also allows for better control over the account. You can either be in the room when someone is talking about you or you can be outside. Which would you rather?
3. Analyze:
Analyze how the visible information affects your brand, your reputation. Your search engine space is dynamic and constantly changing as new sites are added and as search engines alter their algorithms.
4. Ignorance is not bliss
Once someone puts something about you online, it's there to stay. "The internet isn't written in pencil, it's written in ink." This quote from The Social Network is one of the all-time greatest quotes about the internet. If you ignore it, it remains. The only thing you can do is respond better, because that too will remain.
5.To Delete or Not to Delete?
You can delete unfavorable comments from your social networks and some review sites allow it too. Constructive criticism should be visibly addressed every time. Only spiteful attacks if they get out of hand should be deleted.
6. Influence
Influence the results by participating in the conversation and eliminating negative opinions. Influence the results by actively participating in them. Your reviewer has a problem. Try and understand the problem your reviewer has. Instead of getting defensive, always begin by thanking the reviewer for bringing the issue to your attention. It sets a positive tone for the rest of the conversation.
7. Be Personable
Respond to the reviewer by name, talk about the specifics of the day in question, and encourage them to reply with a follow-up. By responding like an actual person you're more likely to receive a much more cordial reply. You'll also develop an ongoing dialogue, an understanding and you just may create a repeat customer in the process. People are happy with communication, so don't stay shelled up.
8. When should you apologize
The customer is NOT always right. Consider the review carefully and argue politely. keep the other persons point of view in mind. If the customer is truly being unreasonable because of expectations that they themselves set, respond with a brief statement that your product/service may not be a good match for them, and consider recommending them to a business that is. That being said, if the issue did come from your camp then a heartfelt apology is certainly in order.
9. Take it Easy on the Freebies
It refers to when customers threaten a business with bad reviews if they don't cough up free product/services. It's safe to assume that the concept was sparked by businesses publicizing refunds or complementary product/service offers to unhappy online reviewers. While it's a good idea to invite them back for a better experience, be careful about giving away too much as it sets a standard for everyone else watching. Consider future discounts instead or have the customer contact you offline so you can make the complementary offer there.
10. Wiping away negative reviews
On many occasions a business will attempt to combat bad reviews by setting up fake accounts and have friends, family, employees post good positive reviews as soon as negative ones begin to make an appearance. The public can see through it all. If they see a consistent pattern of less-than-stellar reviews followed by sudden spikes of perfect ratings that talk of a business as if it can do no wrong, they immediately get suspicious and the business looks ridiculous. It's like snagging a copy of the mid-term in junior high and copying the exact answers word for word onto the test - not done!
11. Fix the Issue
Take complete ownership of the issue and show online reviewers that you take their feedback very seriously. By confronting the issue and rectifying it in the public eye the results can be far more positive than the negative ever were.
Visit http://www.millenniumincome.com/home/ for more info.Go through my articles, enjoy! I love to write and I hope you love reading too!
mitu
Here are Tips on How to Respond to Negative Online Reviews:
1. Monitoring Your Online Presence
A favorable reputation is coveted-but difficult to possess. It is built over time. Monitor your online presence to be aware of every site and directory where your business is listed and is open to receive customer comments and reviews. Check the social networks you have set up for your business and review sites like Yelp,Google yourself regularly and comb through the pages to see what is being said, if anything, about you. You may want to sign up with a service like Review Trackers. They monitor your online business reviews and report both the good and the bad, allowing you to respond in a timely fashion.
2. Claiming Your Business
While you may be adding content to your website, a dissatisfied consumer may be writing a scathing post about your brand. If public feedback is a big part of growing your customer base then spend the few extra bucks to claim your business on review sites. Claiming your business allows you better interaction with reviewers and also allows for better control over the account. You can either be in the room when someone is talking about you or you can be outside. Which would you rather?
3. Analyze:
Analyze how the visible information affects your brand, your reputation. Your search engine space is dynamic and constantly changing as new sites are added and as search engines alter their algorithms.
4. Ignorance is not bliss
Once someone puts something about you online, it's there to stay. "The internet isn't written in pencil, it's written in ink." This quote from The Social Network is one of the all-time greatest quotes about the internet. If you ignore it, it remains. The only thing you can do is respond better, because that too will remain.
5.To Delete or Not to Delete?
You can delete unfavorable comments from your social networks and some review sites allow it too. Constructive criticism should be visibly addressed every time. Only spiteful attacks if they get out of hand should be deleted.
6. Influence
Influence the results by participating in the conversation and eliminating negative opinions. Influence the results by actively participating in them. Your reviewer has a problem. Try and understand the problem your reviewer has. Instead of getting defensive, always begin by thanking the reviewer for bringing the issue to your attention. It sets a positive tone for the rest of the conversation.
7. Be Personable
Respond to the reviewer by name, talk about the specifics of the day in question, and encourage them to reply with a follow-up. By responding like an actual person you're more likely to receive a much more cordial reply. You'll also develop an ongoing dialogue, an understanding and you just may create a repeat customer in the process. People are happy with communication, so don't stay shelled up.
8. When should you apologize
The customer is NOT always right. Consider the review carefully and argue politely. keep the other persons point of view in mind. If the customer is truly being unreasonable because of expectations that they themselves set, respond with a brief statement that your product/service may not be a good match for them, and consider recommending them to a business that is. That being said, if the issue did come from your camp then a heartfelt apology is certainly in order.
9. Take it Easy on the Freebies
It refers to when customers threaten a business with bad reviews if they don't cough up free product/services. It's safe to assume that the concept was sparked by businesses publicizing refunds or complementary product/service offers to unhappy online reviewers. While it's a good idea to invite them back for a better experience, be careful about giving away too much as it sets a standard for everyone else watching. Consider future discounts instead or have the customer contact you offline so you can make the complementary offer there.
10. Wiping away negative reviews
On many occasions a business will attempt to combat bad reviews by setting up fake accounts and have friends, family, employees post good positive reviews as soon as negative ones begin to make an appearance. The public can see through it all. If they see a consistent pattern of less-than-stellar reviews followed by sudden spikes of perfect ratings that talk of a business as if it can do no wrong, they immediately get suspicious and the business looks ridiculous. It's like snagging a copy of the mid-term in junior high and copying the exact answers word for word onto the test - not done!
11. Fix the Issue
Take complete ownership of the issue and show online reviewers that you take their feedback very seriously. By confronting the issue and rectifying it in the public eye the results can be far more positive than the negative ever were.
Visit http://www.millenniumincome.com/home/ for more info.Go through my articles, enjoy! I love to write and I hope you love reading too!
mitu
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