Customer service in any industry is a leading sales driver to a business’s bottom line. Providing top-notch customer service can increase your sales and customer loyalty. However, when your customers are not happy with their experience, you run the risk of losing the customer for life and feeling their influence through negative online reviews. Your brand image is critical as the lifeblood of your business, so effectively responding to bad customer service experiences is vital to your success. The small business coaches at Bryant Consultants offers expert tips on responding to negative online reviews so you can protect your brand.
Why is a robust online rating so crucial to businesses?
Most consumers research products online before purchasing to ensure they are getting a quality product that is durable and can handle the job. Most people trust unbiased consumer feedback or reviews when deciding to buy a product or service. Bryant Consultants warn that when there is a negative review, it could keep several customers from your business resulting in a decrease to your bottom line. A robust online rating can lead to a higher search engine optimization (SEO) ranking, which is an algorithmic method that helps your company appear through an organic online search. Also, good reviews make your brand competitive and more trustworthy to consumers.
Negative Online Review Rules
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Timely Response is Best
Check your business platforms, such as Google, Facebook, Yelp or
Instagram to ensure the notifications are on, so you see alerts when someone writes a review. Typically, a 12-hour window for your response is ideal, but make sure you have the appropriate information before responding.
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Find Out the Details
Once alerted to a new negative review, find out more information about the situation. Contact the involved individuals to gather information about the event and get their side of the story before responding.
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Thoughtfully Construct Your Response
In most cases of negative reviews, the person is frustrated or angry about the situation. Try to understand their problem from a consumer point of view and let them know “your feedback is valuable” or “we understand your frustration” in your response to help defuse emotions. Due to emotional involvement, be cautious of your response and avoid defensive remarks. In the end, offer the opportunity for communication through email or phone to keep the situation private. Remember, your answer is public, so have someone proofread your response to ensure clear, effective communication.
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Apologize the Correct Way and Avoid Excuses
Instead of saying, “We are sorry,” let your customer know that there “are areas needing improvement” or that “we dropped the ball.” Taking ownership may help the reviewer feel like you are on their side and that you will correct the situation.
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Plans for Future Prevention
Excuses, why an incident occurs, do not win customers. Acknowledging the problem, taking steps to rectify the problem, and instituting procedures or rules to prevent the recurrence of the same situation may help the customer feel as if the problem is being solved.
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Invite Them Back with a Quality Guarantee
When appropriate, invite the customer back to try your product or services again with a guarantee of top-notch service. Remember, when you offer a quality guarantee, you must be able to fulfill the promise.
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Monitor the Review
Once you post, carefully monitor the review changes in information or the rating. After a few days, follow up with the reviewer with new changes to your processes, a discount on their next purchase, or a small gift.
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Frequently Check on Your Customer
When the customer chooses your quality guarantee service, this is a second chance to prove your company provides quality service. Therefore, check on your customer often to ensure their ongoing happiness.
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Utilize Internal Communication
Communicating the situation with your team can help create an action plan, so the same instance does not happen in the future.
With a digitally focused lifestyle, your presence online is more vital than ever to the success of your business! Therefore, prompt proactivity toward negative reviews is necessary, and with a thoughtful approach. If you would like to learn more or schedule a complimentary one-hour consultation, please contact Bryant Consultants by calling (877) 768-4799. To ensure that you receive the latest updates, please follow us on Facebook and Instagram.
