Responding to Online Negative Customer Reviews
Originally posted on May 6, 2015; Updated on October 29, 2021
In today's world, social media has given consumers an easy way to share their opinions of businesses and products through online reviews on websites like Google, Facebook, Twitter, and more. Because of these online reviews, you can now count on your Edmonton business to have an online reputation and profile. However, the unfortunate fact is that an unhappy customer is far more likely to make noise online than a happy customer, thus online reviews may tend to show misleading negative image of your business. Contact us today to learn more about how to grow your online reputation with our online review management services.
Most of the time, all it really takes to get your happy customers to leave a review is to ask! Ask your satisfied customers and clients to leave you a review in your email signatures, during a follow up phone call or email, or through an automated review request platform that your digital marketing agency will happily help you set up. This will automatically send a review request directly to your customers email or phone number. Quite often your customers will be happy to leave a review, they just need a little nudge to do so.
Respond to All Reviews
It is important to respond to all customer reviews, not just the positive ones. Of course, responding to a positive review is fairly easy and straight forward. You thank your customer for choosing to support your business and hope to do business with them in the future. Responding to negative reviews, on the other hand, while a little more challenging is just as important! It may seem like a good idea to ignore or even delete a negative review but resist the urge to do so! A negative review is still customer feedback and is a good opportunity to turn a negative into a positive. It gives you a chance to rectify what went wrong with that particular customer. It shows that your business really does care about all of customers, and you might just end up converting them into a happy customer after all.
Keep Your Cool
Reviews are an incredibly important component of maintaining a positive rating, boosting your SEO through naturally keyword rich user generated content, and establishing your business as a trusted authority in your industry. Having a digital marketing agency, like Smart WSI Marketing, handle your customer review management has many benefits that are difficult to achieve on your own. With someone else monitoring your reviews, you can be sure that none are missed, and all are answered. Another great benefit of having someone else monitor and respond to your reviews is that your emotions are removed from the response. When it comes to a positive response, a warm fuzzy feeling is great to have come through! However, when a particularly negative review leaves you feeling personally attacked, it can be difficult not to blame the customer for their behaviour being the cause of their poor experience, which you absolutely should not do. Having an agency handle review management for you takes the emotional component out of review responses, allowing them to be more effective and constructive.
Get Your Review Strategy Started
Reviews are an incredibly important component of maintaining a positive rating, boosting your SEO through naturally keyword rich user generated content, and establishing your business as a trusted authority in your industry. Think about it. When was the last time you made a purchase or hired someone without checking out reviews first? In addition to keeping on top of all reviews whether positive or negative, partnering with a digital marketing agency for review management frees you as a business owner to focus on other aspects of running your business while we focus on garnering more reviews. Call us today for FREE digital marketing check-up and a look at how our review management service may fit into your over all marketing strategy.
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