With any business comes reviews, and they’re not always going to be positive. Reviewing businesses online is so easy nowadays, even more so now you can post directly onto businesses social media accounts. Because of how public this is it can be a little daunting for someone who has to reply. So here are a few tips for responding to negative reviews.
First things first, ignoring negative reviews or comments is not going to make them go away. If you ignore them, you’re ignoring them publicly and people will be able to see that you only replying to positive reviews. This could seem like you don’t care about your customers or their opinions. Make an effort to respond to every negative review or comment you get. Responding alone isn’t enough; you have to respond as soon as if you want to give off a good impression. If it takes you more than a day to respond to a review, you’re coming across as negligent.
When replying it’s easy to just acknowledge the review, but actually trying to fix the problem would be better. Do everything you can to fix the problem yourself. If you can’t, then redirect your customer to another member of your team who will definitely be able to help. Again, showing your customers that you are a company that cares. Doing whatever you can in order to increase customer satisfaction should be a priority.
Negative reviews aren’t just people bashing your business. They’re usually genuine customers expressing concerns or bringing up issues, so you should listen to them. Reviews, both good and bad, are a great way to see what you’re doing right within your business. They’re an even better way to see what you’re doing wrong. If you listen to your customers concerns and address them, you’ll be bound to get more positive reviews in the future. You are there to provide a service to your customers and if they aren’t happy, you should be doing everything you can to change that.
To talk to our social media team, call 0151 329 2993 today.
We came across Tom from Optimia through a networking event and decided to have a meeting to discuss our requirements. Tom sat down with us and we talked about where we were at that point with our website and where we wanted to be and by when. Tom was genuinely interested in our business and we immediately were stuck by his SEO knowledge and that he was constantly looking to keep on top of the most current SEO trends. It was refreshing to hear that he was interested in our business without making the same bold predictions as other SEO companies did.
Frank Crowley, Azure Overseas
I used Tom at Optimia to bring my online business to the next level and that was achieved with some great SEO and marketing work surround big sporting events. Tom's ability to push my websites up the SERP's meant an increase in revenue for my business and his prompt responses to any problems meant a great working partnership between Optimia and Thatsagoal Media was easy to achieve.
Tom is incredibly talented and understood exactly what I wanted and needed for my website. Tom also designed my logo. He very quickly came up with over ten options and out of this came my logo which very cleverly portrays exactly what it is that my business is.
Suzy Cooper, Positive Performance Coaching