So you got a negative rating, whether deserved or not, let us experience it, the review stings. Hiring a specialist for internet marketing in Pleasanton can help you deal with negative reviews and build a strong business reputation.
Ø Avoid responding in defense or anger – Everybody has seen them, the business response that sounds like they’re bashing the negative reviewer. No matter the review is a specifically wicked one, keep a cool head. Ensure you always react professionally. Prospective clients are smart enough to crack when a critic is being petty or has an ax to grind. An encouraging reply from you will demonstrate your professionalism. Avoid making use of vulgar or cussing language. Check your tone all the times!
Ø React promptly – Whilst having the correct frame of mind is essential while replying to the downbeat reviews, avoid letting a bad review go without a reaction for long. We live in the era of immediate communication. A review on social media platforms such as Twitter or Facebook can factually be noticed by numerous followers within a few seconds. Leaving it unattended won’t make it vanish, after a review is out there, negative or positive, it is out there.
Ø Make an apology although you’re not at fault – Keep in mind that you’re not essentially making an apology for the apparent bad service but more so for the unsatisfactory experience of your client. Making an apology can cool the circumstances to a great extent and open up lines of communication. Plus, it demonstrates prospective clients that you are concerned regarding your clients having a good experience. “Customer is always right” is an old saying that must always be remembered.
Ø Make an effort to remedy the circumstances – Once the situation is assessed, make an effort to come to a compromise that goes with both the client and you. If it is an error or poor service from your side, make it correct, swiftly. Everybody is aware that clients won’t be contented regardless of how wonderful the service, the key is to endeavor to provide a bit that will make your client feel like that have been reimbursed. Offering discounts on the future order, compensating the shipping charges, or offering a free product simply work wonders. Whilst in several cases the cost may not let for this, remember a negative review that shows unresolved can cost you a lot of prospective new clients.
Ø Say thank you – It is always recommended to say thank you while responding to a review, be it negative or positive. After all, this is your client. If you effectively address a downbeat review, they’ll continue to be. if the concern was related to a poor service, they have altered you to something that could cost you future clients. Finally, although a compromise can’t be ascertained, keep in mind you have an audience of prospective clients. Saying thank you demonstrates your business if courteous and professional.
Remember to hire an expert for internet marketing in Pleasanton, CA who can help you deal with negative reviews in the most professional way and thus help you improve the reputation of your business!
