No matter how great your service, no one is perfect, and we all encounter the occasional disgruntled customer. Their request may be unreasonable or outside of your control, or perhaps you just had an off day in your dealings with them. No matter what the circumstances, negative online reviews are both inevitable and powerful, especially considering the fact that most customers conduct their initial research online. That being said, we need to respectfully and directly address less than favorable reviews to minimize their adverse effects, and most importantly, adopt a proactive approach to keeping your positive recommendations and reputation top-of-mind. Dealer Marketing Magazine’s Kate Nolan offers the following five tips for tackling negative reviews:
- Respond Quickly
Monitor popular review sites and promptly respond to negative reviews. Expediency shows that you care and that you wish to correct the problem. In doing so, you demonstrate to customers that their perspective is important to you.
- Take Responsibility
Take an objective approach, and admit when you’ve made a mistake. Often times, a customer just needs to hear “I’m sorry”.
- Address the Customer’s Specific Complaint
Make it clear that your response is specific, rather than canned. A personalized response has a far greater impact.
- Message the Customer Privately
Take the conversation offline, reaching out to the customer with a phone call or personal message. You can post a brief public note of apology, but make sure to have a direct exchange with the customer as well. In doing do, you show that you are concerned and that you listen.
- Move the Conversation Offline
Once you engage the reviewer offline, find a remedy to the situation. Once you’ve talked and corrected the problem, ask the customer to consider revising the negative review on the site.
Respectfully and directly responding to customer concerns goes a long way in managing negative feedback. Even better, work to develop a positive online reputation comprised of customer testimonials that speak to the strength and quality of your service. In doing so, you counteract that occasional negative review with an authentic portrait of your excellence.
Reach150 is designed to support you in that effort. By collecting and promoting genuine customer feedback and increasing your exposure through social media channels, search engine optimization and retargeted advertising, Reach150 proactively empowers you to create a positive online persona that far outshines the occasional negative remark.
Reach150 helps you generate more referrals and close more business. We provide a single place to simply and systematically capture and distribute content that conveys your industry excellence and unique persona to the people you want to reach.