Online reviews can build or destroy your business depending on how you manage them. Good or bad, you should need to know what to do when you get reviews from your customers. The following is a list on how to successfully manage your customer reviews:
Monitor your online reviews
The best way to manage your reviews is to monitor them. You can check your Google listing or other business profiles from time to time to be updated of what people say about your business. Most likely, you will get a notification when someone leaves you a review – use that to your advantage.
Do not ask for fake reviews
As much as you want your business to be known online or offline, offering compensations for customers to leave you a positive review is not a good idea. Fake reviews often breaks marketplace trust that can later on suspend your business.
Always respond to reviews
Whether the review is good, bad, or fake, it needs to be acknowledged. You can simply thank those who say good things about your business and try to resolve situations where the customers have not been satisfied with your service. An honest timely response can help future customers make their purchasing decision.
Build your relationship with your customers
The more you respond to reviews, the more you will be appreciated by your customers. Learn how to be professional and know how to reply genuinely. Avoid sending scripted response because every customer has different needs and unique experiences about your business. Show them that you care for them and compensate for every inconvenience they had during their transactions with you.
Engage with your customers offline
It is not better to make your conversation with your unsatisfied customers online. Offer them to connect with you offline by asking them to visit your office or call you via phone and talk to you regarding the matter. Being engaged with your customers increases the chances of changing their bad review to a good one because of your effort in making their experience better.
Control your emotions and remember it is business
We cannot prevent getting negative reviews but it is up to you if it will ruin your business or not. When you receive a bad review, take it professional. Resolve the issue with your customer and try taking necessary actions it to improve your products or services.
If you would like to know more about managing reviews, call us today!
Transformational Outsourcing and it`s Social Media Marketing Team was conceptualized in 2004 when the CEO Bob Levin who was then the CEO of Clay, Metal & Stone Read More