Almost all business owners realize that providing the most effective customer care easy for their customers is vital to running a viable business. However it's almost impossible to perform a company without occasionally having a dissatisfied customer. It was previously said that for each dissatisfied customer you'd they'd tell 15 other people.
Well the principles have changed. The web now provides a dissatisfied voice a range of thousands with a nearly endless time limit to state themselves. All anyone has to do is give a company a negative review on Google Places, or Yelp, or Facebook or among the hundreds if not tens of thousands of the directory sites, and this 1 incident will make your organization look bad sending customers running from your business.
I recently was dealing with a client who had exactly this situation. An unusual dissatisfied customer had posted a negative review on his Google Places Page. He knew of the problem so he knew it had been real and not just a competitor's dirty trick. Buy Google Reviews uk What most business owners do not realize is that it is virtually impossible to acquire a review removed if you can prove to Google that somebody else really is playing dirty pool. But this review was real and even although the account of events (as told by the customer) was not exactly consistent with what my client told me.
As a company owner when you get a negative review your initial reaction would be to want to set the record straight. But as we talked I surely could show my client that there surely is a better way to handle it. You see Google gives the company owner a rebuttal space right below the review. How you handle that rebuttal could mean the difference between getting more customers and not.
It would mean eating a drumstick of crow, but it's worthwhile to make sure the bad review doesn't do the damage the author had in mind.
What we did was to acknowledge a bad situation did occur. In our case the complaint was in regards to a late delivery. Even although the customer had actually given the incorrect address over the phone, we didn't say that. What we said was that we strive to make sure we get accurate information, but in cases like this something had gone wrong. We apologized to the customer for that.
Then we took the important thing step to correcting this situation. We offered a significant discount to the customer if they'd come back and give us another possiblity to prove our capabilities.
To my knowledge that customer never took my client on his offer. But what we accomplished with this kind of rebuttal was a chance to tell other potential clients these things about us.
We care enough to answer the complaint.
We're responsive to our customers.
We take responsibility for our actions (even though anyone reading between the lines would recognize the customer had some culpability in the delay).
If things go bad we try to make them right.
We took the high road within our response.
That's one way to deal with a negative review, but here's another way.
Get your satisfied customers to go in and crowd out the bad review. For Google places just several long winded reviews will push the bad review underneath the fold (off the page).
Finally another way to cope with them is to make it right with the customer. Do whatever it requires to encourage them to turn that bad review right into a good one. But see actually that's the thing. You can't go in and revise your reviews. Once they are there...they are there. What you certainly can do would be to go in and give a current review. When you have a happy customer that's what you need to ask them to do; to offer a revised version of these experience together with your company with a fresh review.
If you will take business today you really have to watch on your internet reputation. You can't turn a blind eye, because potential customers are searching for you and finding you. It doesn't take much to have them move ahead to your competition. How you deal with bad reviews may be killer crucial that you your bottom line.
Bob Wadley is definitely an entrepreneur - web designer - SEO specialist - property investor. Bob is the principal owner of SEO Spider Master LLC that is a net marketing firm specializing in helping business owners out perform their competition on the internet.
