15 Jun How should you manage and respond to reviews?
To stay competitive, you must be able to effectively manage & monitor your online reputation. Track and monitor your reviews, market reviews, and generate reviews. Know when and where your customers are talking about your brand or business. Respond to customer feedback rapidly, both positive and negative. Dive deeper into the comments to look for useful insights and information that will help you improve the customer experience. With Reputation Shielder we help collect all the reviews into one dashboard. From there it can help you save time, and money since its all in one place!
Here are a few tips on responding to negative reviews:
- If you or your staff made a mistake, apologize. Even if you didn’t make a mistake, apologize and thank the reviewer for taking time to tell you what he or she thinks. Social proof is most potent when you’re able to turn unhappy customers into loyal fans. If someone wrote a harshly unfair comment and gave your business a low rating, keep your head up, say sorry, and tell them you hope they’ll come back so you can offer a better experience.
- Address all parts of the review. For example, if the reviewer writes the bank teller was rude or your bank’s app is buggy, acknowledge the issues and address them individually in your response.
- Ask the customer to reach out to you directly. Explore whether there’s anything you can do to make up for the customer’s bad experience. There’s a caveat, though: Never offer bribes or incentives for customers to change their review’s sentiment.
Of course, harnessing the potential of reviews as social proof isn’t only about righting wrongs or recovering critics and detractors. It’s also about activating happy customers and promoters. Keeping that in mind, here are some equally important tips on maximizing the social proof inherent in positive reviews:
- Say thank you. If a customer took the time to present social proof for other prospective customers to see, expressing your gratitude is the very least you can do.
- Reinforce what customers love most about their experiences. In your response, explain that the delicious cupcakes actually are homemade. Let them in on how you grow your own arugula, or tell them others also have commented on the amazing views from your resort’s cliffside swimming pool.
- Respond in a reasonable amount of time. Seven days or less is an ideal time frame to start.
Request a demo to see how Reputation Shielder’s efficient, mobile process can help your business manage your online reputation and reviews. This will, in turn, improve local SEO and ultimately boost revenues.