Review and reputation management Tool: As a business owner, it is your responsibility to protect the value of your brand by making sure that no negative reviews are left.
Online reviews have become increasingly important to companies in determining whether or not to do business with them. You may have difficulty gaining the trust of potential customers and leading them to purchase from you if your business rating is low.
Therefore, you may end up losing sales and, ultimately, may end up damaging your brand’s online reputation.
Below are several steps you can take to avoid this from happening:
1. Find out what customers think about you, track all of your social media and review platforms like Yelp, Trustpilot, AAA,, or others.
Tracking your brand’s reviews on social media and review platforms can help you respond faster to negative reviews.
You’ll also know where to put your efforts when reviewing and managing your reputation.
It might be a good idea to send a review request and offer an apology if you have recently encountered negative comments about your brand.
2. Don’t get reactive over negative reviews
This is a disastrous move. When a review has been posted, you have an opportunity to show your customer service skills and turn them into ambassadors for your brand instead of detractors.
Take some time to cool down after reading a review before responding or reacting on social media if possible since things can get messy when emotions run high and people say things they don’t mean in the heat of anger.
We often regret our reactive responses after we react before we are calm enough. Even though it is easier said than done, try not to lose your temper over negative reviews. Typically, attacks lead to more aggressive reactions than constructive ones, so be mindful of how you respond.
3. Respond to negative reviews with professionalism and honesty
Don’t be afraid to take responsibility for any mistakes you’ve made, apologize when necessary, and do whatever it takes to make things right. Also, it’s important that review responses are truthful because honesty is always the best policy. Keeping things accurate and transparent is the best way to ensure that people won’t be misled, so don’t exaggerate or inflate your customer service skills.
By using “I” statements instead of aggressive and defensive language, you’ll avoid triggering more negative responses. Despite being the boss, you should avoid coming across as a jerk, since others might not see it that way.
4. Do your best to resolve the situation as quickly as possible
Getting help or advice is a good option if you are not sure how to fix the review. Your customer’s compliments and thank you should be genuine. It doesn’t have to be long or drawn out. Two words will do (thank you).
In the event that technical difficulties affect customer reviews on your brand’s webpage, give people enough warning so they can change their opinions if necessary. Before jumping to conclusions, ask questions first, in order to avoid creating further misunderstandings. This will help to ease tension on both sides.
It is important to assume responsibility when necessary, even when it was not within your control. The key is finding ways of moving forward and turning frowns into smiles.
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5. Learn how to react well to turn negative reviews into a positive experience for yourself and the review-giver.
It is important for people who own brands to deal with misunderstandings head-on by asking questions before jumping to conclusions, because leaping to conclusions can lead to more unease on both sides.
6. Using review and reputation management tool can help you avoid doing manual tasks and get positive feedback
You should have a marketing tool such as Review Pal in your arsenal. You can use it to ensure that reviews are filtered, monitored, and maintained according to best practices.
Your consumers deserve honesty when giving feedback on products or services they’ve received from you. That means not burying their review under the rug if it’s less than perfect, but also providing them with an opportunity to give positive feedback as well. Reviews are a powerful form of marketing. They can help people make informed decisions about where to spend their money, and they also provide you with social proof that your business is reputable.
You may have heard the saying, “It’s all about word-of-mouth.” This applies even more in this digital age when reviews show up on Yelp, Google+, Facebook, and TripAdvisor.
If you’re looking for a tool that can take care of connecting positive online reviews to your website while filtering out negative ones, try Review Pal! We’ve helped local businesses manage their reputation through our review management services, so we know what it takes to get results.
Signup for a free 14-day trial today at https://reviewpal.net