Your reputation is a crucial aspect that can make or mar the success of your business. Not only does your reputation build brand awareness and loyalty, but it can also impact your sales and profitability as 88 percent of modern consumers heavily rely on online reviews when making purchase decisions.
That’s why businesses of every type and scale ensure their content receives as many reviews on reputable listings on Google, such as leading review sites like Yelp, TripAdvisor, Angie’s List, and more. Reviews can do wonders for your customer acquisition, but keep in mind that your market’s perspective on your business may not be all sunshine and rainbows.
No one wants to get a negative rating, but a bad review can also become a competitive advantage so long as you know how to deal with the haters. With that in mind, the tips below should help you Manage Bad Reviews with grace so you can turn setbacks into comebacks:
Tip #1: Respond to Negative Reviews
Reviews describe a customer’s experience with your products or services, which means you can’t control whether it will be a positive one or not. If they happen to have a poor experience with your products or services, the best way to manage it is by responding to the customer as courteous as possible.
Not only does this improve your sense of professionalism, but it also shows people that you care for your customers. It proves that you are willing to see what went wrong with their experience and help make it right. Showing some empathy can go a long way in earning the trust of customers and forging genuine, long-lasting relationships with your audience.
Tip #2: To Manage Bad Reviews to Make Improvements in Your Products, Services, and Overall Customer Service
Manage bad reviews can be helpful to your business as it can point you to areas that need improvement – be it in your marketing, features, services, delivery, or the overall functionality of your products.
It helps provide valuable insight that your team may have missed during their testing phase, allowing you to identify the necessary changes where it’s warranted. This helps you diagnose the problem and address any issues that affect the experience of your customers, allowing you to own up to deficiencies and provide a better experience for your future customers.
Tip #3: Follow Up After Addressing the Problem
Seeing as your customer service doesn’t end when a client buys your products or services, it’s best to follow up with the customer who had a negative experience by showing them the changes you made to improve your business.
Not only does this resolve the issue, but you can get richer and more positive reviews, in the end, increasing your chances of earning more trust for your brand.
The Bottom Line: Excellent Customer Service is All About Listening to Your Audience – The Good, the Bad, and the Ugly
It’s easy to think that negative reviews can tarnish a company’s reputation. Knowing how to deal with bad experiences can help companies improve their performance in more ways than one.
If you’re looking to improve your customer service and manage bad reviews, we’re the best reputation management company to call. Get in touch with us and save 50% off our professional editions package. First-time clients, see how we can help take control of your online reputation!