Virtually all business owners realize that providing the most effective customer care possible for their customers is important to running a feasible business. However it's extremely difficult to run a business without occasionally having a dissatisfied customer. It was previously stated that for each dissatisfied customer you'd they would tell 15 other people.
Well the guidelines have changed. The web now provides a dissatisfied voice a variety of thousands with a nearly endless time limit expressing themselves. All anyone has to accomplish is give a business a negative review on Google Places, or Yelp, or Facebook or among the hundreds if not tens and thousands of the directory sites, and that one incident could make your company look bad sending customers running from your business.
I recently was working with a customer who'd exactly this situation. A rare dissatisfied customer had posted a poor review on his Google Places Page. He knew of the specific situation so he knew it was real and not really a competitor's dirty trick. Buy Google Reviews uk What most business owners don't realize is that it's virtually impossible to acquire a review removed unless you can prove to Google that some body else in fact is playing dirty pool. But this review was real and even though the account of events (as told by the customer) was not exactly in accordance with what my client told me.
As a business owner once you get a negative review your initial reaction is always to want to create the record straight. But as we talked I surely could explain to my client that there is a much better way to take care of it. You see Google gives the business owner a rebuttal space right below the review. The way you handle that rebuttal can indicate the difference between getting more customers and not.
It could mean eating a drumstick of crow, but it's worth it to make sure the bad review doesn't do the damage the writer had in mind.
What we did was to acknowledge a bad situation did occur. In our case the complaint was of a late delivery. Even though the customer had actually given the wrong 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 opted wrong. We apologized to the consumer for that.
Then we took the key step to correcting this situation. We offered a significant discount to the consumer if they would come back and give us another opportunity to prove our capabilities.
To my knowledge that customer never took my client up on his offer. But what we accomplished with this kind of rebuttal was an opportunity to tell other potential clients these reasons for us.
We care enough to answer the complaint.
We're responsive to our customers.
We take responsibility for the actions (even though anyone reading between the lines would recognize the consumer 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 is 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 under the fold (off the page).
Finally another way to manage them is to make it right with the customer. Do whatever it will take to get them to turn that bad review in to a good one. But see actually that is the thing. You can't go in and revise your reviews. Once they are there...they are there. What you can do is always to go in and give an updated review. When you have a satisfied customer that is what you need to question them to accomplish; to provide a revised version of the experience along with your company with a fresh review.
In the event that you will maintain business these days you really have to keep an eye on your web reputation. You can't turn a blind eye, because potential customers are seeking you and finding you. It does not take much to have them move on to your competition. The way you deal with bad reviews may be killer vital that you your bottom line.
Bob Wadley is an entrepreneur - web designer - SEO specialist - real-estate investor. Bob could be the principal owner of SEO Spider Master LLC which is an internet marketing firm specializing in assisting small business owners out perform their competition on the internet.
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