There are numerous websites (e.g., Yelp, Google, and Hometown) online that focus on gathering reviews for products, services and businesses, not to mention lots of communities where people talk about their experiences online (e.g., Facebook, Twitter). Your business will receive both positive and negative reviews, so it’s very important to make sure that you find a way to deal with all reviews quickly.
How to deal with positive reviews?
If users are leaving positive reviews for your business, thank them for their support and showcase some ideas that you have for future product/service updates. It’s crucial to continue the dialog with your customers, as this will encourage a return visit or purchase. Hopefully, they will share their experience with others, generating more sales for you. Another benefit, consider this quote - “There is no advertisement as powerful as a positive reputation traveling fast” (Brian Kozlow). Share all positive reviews on social media!
How to deal with negative reviews?
While dealing with the positive reviews is easy, the negative ones can be more difficult. It’s important to have a game plan when it comes to responding to negative reviews; in fact, always respond with an apology and a contact number to reach you directly. This demonstrates your commitment and desire to address their concern while providing a way to take the conversation offline. Remember, arguing with a negative reviewer is like wrestling with a pig, you both get dirty, but the pig enjoys it. In the end, it’s plausible that the customer will change his review if you provide a good experience.
Always look for patterns in online reviews, this allows you to identify errors/mistakes or uncover additional training opportunities.
As mentioned before, it’s crucial to ensure that you respond to all reviews, good or bad, because this shows that you care about your customers and how they feel about your business. Consider signing up for a service that will alert you quickly to any new review. You don't want bad reviews sitting online negatively affecting your business.
Reviews are fast becoming online currency, bad reviews can destroy a business while good reviews can propel your business to new heights. Following these tips can help you achieve online review success!