Nearly all business owners understand that providing the very best customer service possible for their customers is essential to running a viable business. However it is nearly impossible to operate a small business without occasionally having a dissatisfied customer. It used to be stated that for every single dissatisfied customer you'd they'd tell 15 other people.
Well the rules have changed. The internet now gives a dissatisfied voice a selection of thousands with a nearly endless time limit to state themselves. All anyone has to accomplish is give a small business a negative review on Google Places, or Yelp, or Facebook or one of the hundreds or even 1000s of the directory sites, and that certain incident could make your organization look bad sending customers running from your business.
I recently was working with a client who had exactly this situation. An unusual dissatisfied customer had posted an adverse review on his Google Places Page. He knew of the problem so he knew it absolutely was real and not just a competitor's dirty trick. Buy Google Reviews uk What most business owners do not realize is that it's virtually impossible to obtain a review removed unless you can prove to Google that some one else is really playing dirty pool. But this review was real and even although the account of events (as told by the customer) wasn't exactly consistent with what my client told me.
As a small business owner whenever you get a negative review your initial reaction would be to want to set the record straight. But even as we talked I was able to show my client that there's a better way to handle it. You see Google gives the business enterprise owner a rebuttal space right below the review. How you handle that rebuttal could mean the difference between getting more customers and not.
It might mean eating a drumstick of crow, but it is worth it to ensure the bad review doesn't do the damage mcdougal had in mind.
What we did was to acknowledge that the bad situation did occur. Inside our case the complaint was in regards to a late delivery. Even although the customer had actually given the wrong address over the device, we didn't say that. What we said was that individuals strive to ensure we get accurate information, but in this case something choose to go wrong. We apologized to the consumer for that.
Then we took the key step to correcting this situation. We offered an important discount to the consumer if they'd come back in and give us another chance to prove our capabilities.
To my knowledge that customer never took my client on his offer. But what we accomplished with this sort of rebuttal was a chance to tell other potential clients these things about us.
We care enough to answer the complaint.
We are attentive to our customers.
We take responsibility for the actions (even though anyone reading involving the lines would recognize the consumer had some culpability in the delay).
If things go bad we try to create them right.
We took the high road inside our response.
That's one method to deal with a negative review, but here's another way.
Get your satisfied customers to go in and crowd out the bad review. For Google places just a couple of long winded reviews will push the bad review beneath the fold (off the page).
Finally another way to cope with them is to create it right with the customer. Do whatever it requires to cause them to turn that bad review right into a good one. But see actually that is the thing. You can't go in and revise your reviews. Once they're there...they are there. What you certainly can do would be to go in and give a current review. Once you've a happy customer that is what you need to ask them to accomplish; to offer a revised version of these experience together with your company with a new review.
If you will take business these days you need to keep an eye on your web reputation. You can't turn a blind eye, because potential customers are seeking you and finding you. It doesn't take much to possess them move on to your competition. How you deal with bad reviews can be killer important to your bottom line.
Bob Wadley is an entrepreneur - web designer - SEO specialist - property investor. Bob is the principal owner of SEO Spider Master LLC which will be a net marketing firm specializing in helping small company owners out perform their competition on the internet.