While not a common occurrence, several recent news stories highlighted situations where business owners used social media to lash out at dissatisfied customers. I won’t rehash those stories on this online marketing site, but it is important to note that this approach often results in unwanted publicity for the business involved and good Google reviews and get over shadowed.
5280Click knows that negative reviews can hurt, especially after dealing with a difficult customer or patient. Instead of unleashing your frustrations on the person that left the unwanted Google review , take a step back, take three deep breaths, and reflect on the most productive ways to respond to this review
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Now more than ever, consumers are likely to share their experiences — both good and some times bad — with others reviewers online. With that in mind I have outlined five steps to success for managing your online reputation:
1. Start with great customer service! Most successful small businesses place an emphasis on making sure their customers feel great after they walk out the door. A recent Forbes article noted that with the popularity of social media, business owners should “treat their customers as if they were newspaper reporters.” With customers, clients, and patients having the power to help your business marketing plan, it only make scene to do your best every time.
2. Keep cool when you find yourself getting too emotional over your business reviews. Often, you may not be the best person to respond. Try appointing your office manager, or employee you trust as the point person to manage your online reviews. 5280Click can also help flag unfair reviews to quickly remove them before they do pertinently damage to your online reputation. Also note that if you see a review written by someone with an “Johnny Lighting” and no friends, it could be a fake reviewer and is not be worth losing sleep over. Consumers on Google reviews naturally gravitate to reviewers who have an established presence, write informative reviews, and have a good online following.
If you someone posts a negative review, respond diplomatically and fairly. Use Google reviews tools to join the conversation about your business. You can respond publicly and always take the high road. If you feel like a review goes against our terms of service, you have to get out side help in flagging it for evaluation by Google’s online review team.
Implement feedback Online reviews can help savvy business owners figure out what they’re doing well, and what they can improve on. I have met with several business owners who go over how reviews about the employees and staff affect their online reputation, then implement constructive feedback plan accordingly.
Google reviews is about connecting people with local businesses. If you consistently put your best foot forward, people on Google review will notice and you will get more new customers from the internet!
Google reviews of small business to check out!
Colorado Wood framing and construction
Yahoo listing for Denver Online Marketing