The #1 Reason Your Business Has Negative Online Reviews
And when it is a negative review, businesses immediately go on the defensive. But what if I told you it could be an internal process that is creating some of this problem? In fact, most businesses are guilty. And it has an easy fix. Here’s the problem:
Your Customers Cannot Get Through to YouYou cannot please everyone. You know that, right? It is inevitable that one of your customers will eventually be dissatisfied with your product or service. But you don’t want your business to be publicly insulted online, so how do you reduce your number of negative online reviews? Simple…
The Solution: Make It Easy To Leave FeedbackIt is amazing how many of the negative reviews we help businesses respond to and clear up could have been prevented by better communication. In fact, you can read it in the reviews themselves. Many begin with some form of, “Tried to contact several times, still no response…”
Most people want to come to a resolution with the company directly, but feel there is no direct line of communication between them and the business. For these people, a negative online review is the easiest response. There will be customers that refuse to speak with you, but the majority of negative online reviews are simply seeking resolution.
So Be ProactiveMake it evident that your business values feedback. After someone buys your product or receives your service, follow up with them promptly. Ask for feedback. Do not wait for them to have an issue before you reach out, let them know you are here in the unlikely event they do have a problem.
And Just Having An Online Feedback Form Doesn’t Cut ItYou have a form on your website for customer feedback? Great! But how many of your customers know that? Instead of assuming they will look for and find it if they need it (they won’t), send out an email after a customer receives a product or service that asks for feedback and links to your form. Or have your customer service department follow up with customers.
Whatever you do, the key is to show them you want their feedback and make it easy for them to give it to you.
Also, when you get negative feedback (and you will), respond promptly and offer a resolution. Once the situation is rectified, these customers often become very loyal and are some of your biggest advocates.
It is important to develop a comprehensive online reputation management strategy. Rocket Media will help you monitor and improve your online reputation. Contact us online today. comments powered by Disqus