In today’s digital world, online reviews are having more power than other things. In fact they can break small business. Positive reviews will build your online presence and will drive a steady stream of the customers to your door. Conversely negative reviews will act as an anchor on this new customer generation and even loyal customer retention if not handled properly. Unaddressed negative reviews will make a lot of damage to your business growth, where you can mitigate and will prevent the damage by just dealing with them appropriately. Digital marketing is the promotion of products or brands through one or more forms of electronic media. In this article we have outlined the process for dealing with the negative reviews in the Google.
1. Stay on top of your reviews:The very first thing in responding the negative reviews is you should know when they happen and many small business owners will make a mistake of not monitoring their review or by assuming that they have not been listed in the review site, they won’t worry about it. Moreover, over a many review sites, any user can add the listing for which the customer can leave and review. This has been extremely happy to stay on top of your business listings. You need to claim your listings to manage these reviews. You can set a recurring reminder on your calendar to check the reviews regularly. Where in this way you can see if anything new has come up with the big reviews. There are many online tools which is available such as Google Alerts to help you stay informed. A digital marketing service helps to increase your brand exposure.
2. Take action with negative reviews:One of the worst things that you can do with the negative review is ignore it. Where some review sites will allow you to start by just sending the reviewer a private message. This will be an opportunity where you can apologize the customer and potentially you can explain how the situation was & it can be resolved. You can just defend yourself or restore your reputation. You need to focus on validating their feelings and their concerns and also the action when you are talking to alleviate with their concerns and compensate for the inconvenience.In many of the situations, a private message will satisfactorily addresses the negative expression where the customer will have the result in the reviewer removing the negative review. If you are dealing with the review site then it doesn’t allow you the private message, this may be good idea to write a public response. By responding to the negative reviews, you will be letting the potential customers to know that you are on the top of your customer service. Online marketing services are an evergreen source of media which will help you to deal with these kind of reviews.
3. Respond quickly:Once the negative review is published, it is very important to act quickly. Where there is an actual problem then you should be addressed with your business, where you want to take care of that promptly. However you need to establish a communication with the unhappy customer as soon as possible. Where the reviewer will be still thinking about the experience and also possibly will be willing to change the review.
4. Don’t take it personally:When you are a small business owner, your business will be really an extension of you personally, where it will be very difficult to read a negative review. You should not try to take review personally and you need to make sure that when you respond you do so in calm and in the non- confrontational way. Where it is the common for the people to be harsher on the internet than they would in person, but you need to remember that responding will not be over- the –top criticism with over-the-top aggression which makes things worse. You need to do your best to respond in a professional way where they will de-escalate the situation rather than to escalate it further.
5. Make sure people know where to review you:People has to be aware of where to go to review your business which will be a very good way of ensuring that you will be getting the constant flow of reviews which accurately represent your business. If you don’t, then you could end up with just a couple of non-standard bad customer experience where it will dominating your reviews. Including a link to your Google listing on your website and also email communication will be a good way to nudge the people to review the business if they have something to share.
Source:https://5lines.com/
