Growing and maintaining a solid customer base should be one of the top priorities of any business.
In a world where most of the marketing is happening online, and users are encouraged to give their own input on products and services, this user input is not always positive and supporting.
Companies in the new world of digital marketing need to understand the specifics of dealing with negative customer input, in a positive way.
Even in the old, pre-internet marketing model, an unsatisfied customer could spell disaster for your business. An unsatisfied customer will tell 10 people about his experience, several of whom are likely to retell the story in their own circles.
In today’s age of internet marketing and social media, it works exactly the same… only multiplied by thousands. A single dissatisfied customer review on Yelp, Google Reviews, Twitter, or Facebook will be read by hundreds of users within hours of posting it.
Investing in customer service will lead to satisfaction and loyalty. As digital marketing and SEO specialists, we advise our clients on the best ways of addressing negative feedback.
Here are a few ways to respond to bad online reviews before they get a chance to damage your reputation:
Automate the Review Monitoring Process
Make sure you do not miss a single bad review. There are many services to efficiently monitor and keep track of your online reputation and listings across different platforms.
Respond as Quickly as Possible
A positive response to a bad review will not make it go away, but it can definitely staunch the bleeding caused by it. The reviewer himself will be appeased, preventing additional bad reviews from the same person on other platforms, and you responding to it in a timely manner will balance it, allowing other users to see your brand cares for them.
Control Your Own Emotions
When dealing with bad reviews, the initial impulse is always emotional. This is especially true when the review is unfair and/or written in an insulting manner. Never hit the “send” button until you are absolutely sure that your response is level-headed and helpful, never defensive.
View Criticism as an Opportunity
While negative reviews are hard to deal with, and can be pretty upsetting, they are still better than the same person not writing them, and just spreading the word in their own circles, where your reputation is damaged and you can’t do anything about it. Here, on the review page, you are given an opportunity to rectify the damage, appease the customer and gain an even better reputation in the process.
Use it for Your Advantage
This allows you to turn a bad review to your advantage. An authentic, kind response to a negative review, where you address and fix the unsatisfied customer’s issues will make you truly shine in the eyes of other users
In our years of experience as the Toronto SEO services provider, we have learned beyond any doubt that regaining lost reputation is far more difficult than gaining reputation in the first place.
Bad reviews are an inevitable part of every business, but they don’t have to be a damaging factor. Not if you treat them correctly.
For more advice on responding to, and removing bad reviews, contact us now and our Toronto online marketing team will be happy to assist you