How to turn bad reviews of intruders for your company Businessman

No matter how robust your brand’s customer service is, you can have negative feedback – noise that can block all the great things your business offers and does. Social media is developed by emphasizing video incidents where customers feel bad and a stream of negative comments that follow. Reviews on Google, Yelp, Facebook, Open Table, TripAdvisor and other platforms are a daughter with dissatisfied customers, and this can support the company’s good position.

Sometimes there are incorrect steps and reviews, and feedback reflects a schedule in the provision of services or product. Other times, people are venting or trolling without cause. You can take it in person but not ignore what they say. When discovering or buying products and services, customers rely on reviews. Bad reviews can avert them and cause a reputation crisis for your business.

Your online business reputation depends on a practical, strategic approach to identify, monitor, manage and resort negative reviews. You will build trust, customer service and strengthen customer relationships.

Related: Your customers are talking about you – here’s how to turn feedback on profit

Identification of the customer from

If negative or bad as it appears on social media or on one of the consumer platforms, take a breath and find out what the review is. Put yourself in the customer’s shoe to see a review or how it was justified. Go beyond words and anger and find out where things went wrong. Then answer – truly and professionally.

Monitoring online reviews

You will not know that customer dissatisfaction exists in watching your online reviews. Various tools and strategies are available. For example, you can use Google or Reviewtrackers alerts to give you real -time notifications when new reviews are published on platforms like Yelp, Facebook, Tripadvisor and Google.

Ensure that your business is required and verified on the main platforms so you can respond to reviews and receive activities. Optimize your business profiles. You want potential customers to find accurate and useful information when they look -the popular reviews about your brand. Make sure that photos, rent, clock and business description are up to date.

Manage online reviews

Determine the “Review” or Personal or Livre team for reviews. Share these tips with an individual or team responsible for manipulation reviews:

• Do not allow emotions to enter the game when solving it resorts to negative comments.
• We thank your customers for their feedback and let them know that your intention to do better.
• If the customer is justified, apologize and show empathy without exaggerating it.
• If possible, make things right. For the exam, he offered an opportunity to revise your restaurant with dessert in the house. Send a substitute product that has been lost in -mail without cost. We have a discount offer.
• If everything goes well, encourage the customer to edit the comment with an updated review so others can see your good falles. If you confirm customer dissatisfaction and do what you can turn things, you will find that these consumers will become your biggest champions and cheerleaders.

In some boxes, contact the offline reviewers to discuss your experience. During the conversation, ask customers to update your reviews. If they decide not to update the comment, you can answer online that the outlet has been solved.

Related: How to better manage your brand’s reputation at a digital age

Go beyond the negative, emphasize the positive

In order to deal with bad reviews, in addition to the reaction and transformation of dissatisfied customers into advocates for your business, it is equally critical to strengthen your online reputation with positive comments and reviews. Positive reviews affect shopping behavior and help win people, even if there is a bad bad comment.

When applying for a positive control, timing is everything. Encourage reviews at the moment of purchase after the action or fulfilling the service. For example, send a quick text or e -mail with a proverb: “Happy you had a great experience. Would you mind letting us let us a quick review?” Make your customers a comment with a link to the check page.

Get positive reviews part of your strategy brand

Train your employees to ask for reviews in their communication. For example, my colleague recently had a problem with a product that was delivered to the wrong house. It was a delivery service and not a retailer who made a mistake. The delivery service would correct the situation; However, the retailer liked to send a substitute product. My colleague received e -mail with an incomprehensible ($ 0) that presents products that have taken on their home and a gentle nudging to leave a review of the service and resolution. She was more than happy and spread the word.

Reaction to positive reviews. This shows that you care about your customers’ feelings and help build confidence with future reviewers. Don’t be ashamed of sharing great reviews as reports on your site and social media platforms. Other satisfied customers on social facilities will ring and strengthen the great experience of your brand, which will further increase your online reputation.

Getting some negative reviews is not all bad. They help you determine that your improvement. In addition, they help create a balanced, authentic brand profile. Although you want most of your feedback to be positive, have occasional negative comments and respond to them creates trust and credibility.