Negative reviews are typically one of those nightmare scenarios for most business owners and entrepreneurs especially here in Orange County as these can adversely impact and can drive your listings down on the consumer review sites, thus making your business harder to find.
Nobody wants a negative review yet it is out of our control.What can we do? Here’s some effective ways to deal with negative social media reviews:
We RESPOND promptly. Have it answered within 24 hours and make it public. It is a way of showing you care and you value their opinion. The first step- put yourself in their shoes. Take it as if you went through their own experience. This certainly shows you are paying attention to everything that your consumers say. Think of a response as a mini blog-post and use customer’s own feedback to generate a content. Keep your promises and be honest. This means that your goal to exceed customer’s expectations is delivered well. Do not over promise more than you can provide because it will be found out in the end.
They could be RIGHT. Assume the reviewer could be right even if you know they’re not! Take time to collect your thoughts before you respond, be polite, cherish their valuable feedback, stick to the facts and be proactive to remedy the situation. One of the best things you can do is to fully disclose the root cause of the issues and the steps you are taking to address it even when it seems there’s nothing you can do. The more generous and accommodating you are, the more respect and better impression you gain plus your effort will be appreciated by your reviewee.
Handle it CORRECTLY. It is a great opportunity to draw attention to your business’ positive qualities! When your business reputation is on the line, instead on focusing on closing new sales and client, make your existing and loyal customers as the number one priority.
Despite the severity of any situation, there are always lessons learned and that can improve the customer’s experience during this time of crisis.
Need help managing your social media especially your Orange County business’ negative reviews? Give us a call at (949) 800-6990 and let us find a strategy that will work for you and your disgruntled customers.