Reacting Positively An Action Plan For Bad Reviews
Reviews matter! A survey by BrightLocal found that 88% of consumers trust online reviews as much as a personal recommendation. Despite not knowing who wrote the review or what objectively occurred to that person, customers are still willing to trust them. 39% of consumers read online reviews on a regular basis, while only 12% do not read reviews at all. Taken together, that means the majority of your customers are reading reviews and believing them!
Take advantage of outstanding reviews • Happy customers become promoters and gain you more business. • Try asking your customers to leave a review while they’re standing beside you. •
This prevents them from getting busy and forgetting to do it later.
• Acknowledge and thank customers that give you positive reviews. •
They will appreciate your acknowledgement.
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It will become part of their positive experience!
If a bad review is authentic, take action. • Do not try to resolve the issue online! •
Respond with directions to another, less public mode of communication.
• Take the issue offline, research the issue, and try to resolve the matter for the customer with a positive outcome.
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Once the customers feels taken care of, ask them to revise their rating.
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If the customer came into your store to resolve their problem, consider having them update the review in front of you to ensure they don’t forget.
some customers may never be satisfied • Unhappy customers have the power to drive off new customers before you ever meet them.
• However, as long as others can see that you have taken action to resolve their concern, don’t start a dialog with another annoyed customer online.
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It will either go nowhere or somewhere you don’t want it to go!
how you handle negative online reviews can seriously impact your business!
Manage your reputation with the 1 Question Reputation App! Visit DMSapiens.com/Reputation for help today!