Warren Buffet once said that “It takes 20 years to build a reputation and 5 minutes to ruin it.”
In our current era filled with user-focused online directories like Yelp, Google Reviews, Facebook, and more, everyday people can now alter the legitimacy, public image, and even revenue of any business in a matter of seconds. Responding to reviews online is really the only way to combat negative perceptions AND amplify great customer experiences.
At beMarketing, our online reputation management services equip your business with the proper tools to increase your brand awareness, but also dramatically change the public perception of your business on Google and other popular search engines. Take a look below at how to best navigate these murky waters of online reputation!
How to Respond to Positive Reviews:
Getting a positive review on Google is nothing to look past. Positive reviews can greatly assist organic SEO campaigns, build a strong customer-business relationship, and increase your chances of repeat business! So, when you do receive a great review, be sure to respond promptly, personalize the message, and express your gratitude immediately. A great template for this concept could be as followed: “John, thank you for leaving a great review! We’re thrilled that you had a positive experience with us!”
The process of responding to positive feedback is not rocket science, yet showing this extra effort and appreciation for your customers can work to humanize your business and showcase your dedication to customer service.
How to Respond to Negative Reviews:
Responding to reviews that are positive, though time-consuming, is relatively easy. Figuring out how to respond to negative reviews is far more difficult. Below, we’ve compiled three critical check-points for reviews that are not so pleasant!
Breathe!
Your business is your prized possession, you’ve made a leap of faith to start something on your own, and your employees feel like family. In that regard, it can be difficult to separate your emotions from best business practices when responding to negative reviews. Take time to assess each unique review and develop a measured reply before further conflict and tarnitioning of reputation occurs.
Be Prepared!
Have a written template in place for responding to poor reviews. This way, when emotions do arise, you can revert back to appropriate responses that are more professional. This tip is not suggesting that you simply copy and paste the same generic response for every negative review, rather, you should address each unique complaint or grievance with a response that fully acknowledges the person’s qualms.
Be Transparent!
No matter how talented, professional, cordial, and organized your organization is, negative reviews will inevitably surface online. Whether you feel these comments are fair or not, providing a public response for both negative and positive reviews shows to potential and existing customers that your company truly cares about feedback, opinions, and welcomes criticism. Take the time publicly to try and learn more about the details of the incident, and even ask them to discuss their experience privately!
Increase Online Reputation with beMarketing!
The reality is, most businesses don’t really have the time to sit back and reply to every review that comes their way. Similarly, most business owners or employees aren’t trained in brand marketing and reputation management, and also have an emotional attachment to their business. That’s where we come in! beMarketing’s team of digital experts understand the in’s and out’s of Google Reviews, and analyze reviews from an outside perspective to avoid emotional responses that could potentially damage your business. Connect with us today to get more positive feedback and strengthen your customer relationships!