Facing the Online Review
Each and every day, they come. More and more, they multiply. They can be good, but they can also be bad and can strike even in the middle of the night. It’s even happening right now as you are reading this….it’s the Attack of the Online Review! Ahhhhhhhh!!!! Ok, ok, I know I’m being a bit dramatic. It’s October and I love Halloween so if I get an opportunity to inject some spooky fun into something, I take it!
In all seriousness though, online reviews don’t have to be frightening. Lets take a look at what you can do for your business to minimize the fear of managing your online reviews. Take note of the word manage. Why manage your reviews? Because they are key to giving you insight into what your customers are experiencing and saying about your business.
Face it, Fast
Responding to negative online feedback right away will show that you care about your business and, in turn, your customers. Addressing the issue right away shows that you want to fix a potential problem and you want your customers to be happy and have a good experience with your business. Regardless of the issue and the circumstances, taking ownership of the feedback, in a timely manner, is key to maintaining a good reputation online.
Use Your Head, Not Your Heart
It can be hard to confront negative reviews. While you shouldn’t wait long to respond, take time to absorb what is being said before responding. Take note of what the customer is saying and how you can address it. Plan out a thoughtful response and even seek out advice from others before posting your reply.
Take it Offline
Sometimes it’s easier to have a full discussion online. If there is an issue being presented that will go into a lengthy post, you may want to look at taking the discussion to a different forum. Sometimes issues need to be resolved using account information or other sensitive material and, in those cases, it would be appropriate to provide the reviewer with an email or phone number to reach you.
Spread the Love
If you are hearing from your customers about how great their experiences have been…lean on them! Ask them to review your business online. As a consumer myself, I love nothing more than sharing my great business experiences with others. Your loyal customers want your business to succeed and will be happy to share the love with others.
There is no need to fear the online review. Reviews, good or bad, are opportunities to learn about what is working, what isn’t, and what is being said about your business online. It is important to keep your eyes on the internet to see how your company is being viewed. These days there are a number of places where reviewers are leaving feedback about your company. Social Media Managers are a great resource to help you monitor your reviews daily. For more information on how we can assist you, click here.