Are you a business owner?
If so, then you understand the importance of cultivating brand loyalty. This can be incredibly challenging when not everyone has the most positive experience with your products or services. And most commonly, these less-than-satisfying experiences will manifest in negative reviews online.
One of the keys to not letting these bad reviews negatively impact the profitability of your company is learning how to manage reviews once they’re out in the world. Fortunately, this article can help.
Here we take a look at how to reply to online reviews so they won’t do any more damage than necessary. Keep reading to learn more.
1. Always Respond
Let’s start by discussing the need to respond to every single review. This includes both the good and the bad.
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Keep in mind that reviews are offering you free feedback. When a customer enjoys your product, they will state this with a positive review. Conversely, when a customer is unsatisfied with their experience with your product, they will provide negative feed. And yet both are useful.
In fact, negative feedback is often more useful than positive feedback because it shows you areas where you might be able to make improvements.
Regardless of the type of feedback you discover in customer reviews, responding to each review shows you’re listening and that you care.
2. Always Be Professional
When you read bad reviews, you might feel the impulse to respond defensively. This is natural yet unproductive. Resist the urge to respond from an emotional place. This is extremely important advice for how to deal with bad reviews.
The key is to take a deep breath, step away from your computer or smartphone, and give yourself time to process what the customer had to say. This will allow you to cool down and respond in a way that is professional and respectful, which is important for making a positive impression.
Here’s a useful resource where you can learn tips for getting good reviews on Google Business.
3. Learn How to Use Yelp
Yelp is an app that can be very useful for coping with bad reviews. It’s designed to filter out users who simply want to troll businesses. This can help maintain a flow of reviews from legitimate users.
The key is to develop a strategy for handling reviews on your Yelp page so that you can avoid a ton of random complaints that don’t reflect the comments of your average client.
4. Encourage Your Customers to Leave Reviews
One of the smartest strategies for improving the frequency of positive reviews is to encourage every customer to leave comments about their experience with your product or service. Keep in mind that the more positive reviews you receive from customers, the more they will drown out any negative comments.
A Guide to Learning How to Manage Reviews
It’s no secret that running a successful small business takes a lot of work, including keeping customers happy. That’s why learning how to manage reviews online should be one of your top priorities.
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