Online reviews can be a beneficial tool for any business. Who doesn’t want to read a glowing report on their services? You are practically blushing from the unlimited amount of compliments that you have received. But, of course, you have to take the rough with the smooth. Not all of your reviews will be favourable. Sure, it can be disheartening to read a less than favourable review. If you want to ensure that you are managing your online reviews including the good, the bad and the ugly, you need to implement some simple techniques.
Listen to Your Customer
Okay, so you have received a negative review. But, it’s not the end of the world. On the contrary, you can use this as a monitoring exercise. See what you can gather from the review. What’s more, you can monitor reviews using software. Online review management can ensure that you are managing your reputation. If you find a pattern emerging with reviews, it’s time to take action. It could be something as simple as slow turnaround times. Look for ways to improve this. The key is to monitor reviews and look for emerging patterns. Then, you can implement changes. After all, one disgruntled customer is not representative of your company. But, if 20 people are saying the same thing, it’s time to take action.
Happy customers don’t tend to leave reviews. It’s a sad fact of life. But, you can ensure that you are generating positive reviews without paying for them. Send out follow up emails to customers. Ensure that you are asking them actively to write a review. The success rate of this is high. So, you can increase positive reviews in a natural way. You can even reward people for writing reviews, should you wish. The choice is yours.
Promoting Your Online Reputation
In short, have a review button your website. Buttons and add-ons are easy to implement .as such; it can be a great way of making sure that you are generating a positive image on the web. Providing customers with a call to action is critical. After all, you want to promote a positive business. Asking clients, without asking them, is a great way of managing your reputation. Do ensure that you use your social media platforms as a base for reviews. Facebook has a star based system for business pages. Encourage people to share their thoughts.
Rapid Response: It’s Time to Get Personal
Whether the review is positive or negative, you need to respond. Ignoring bad reviews can make it look like you are shying away from problems. Ultimately, burying your head in the sand will only serve to perpetuate a negative image. Implement a negative review policy with your marketing team. Make sure that you respond quickly and appropriately. Don’t get angry or ‘mean’. After all, you need to project a positive online image. Acknowledge the fact that someone is disgruntled. Apologise. Give them the customer service details. Take it out of the public domain wherever possible. But, if someone has a gripe, do be sure to be seen as proactive. It’s time to start crafting your public image.