Is there a better online reputation topic than reviews and ratings? Perhaps none! Companies have fired employees who get negative reviews on Yelp. They even threaten to sue customers who gave bad reviews about them. Worse than that, Michelin-rated chefs have committed suicides just because of these reviews and ratings.
Since businesses are that serious about star ratings on Google and Bing, they can follow these ideas to turn around bad customer reviews.
Improve Your Customer Care Policies
Three things are vital for businesses:
- Caring principles in dealing customers,
- Dedicated call center staff
- Generous refund policy
Practically, the first step is: get into customer shoes and see things the way they see them – think about your own emotions if what customer has faced, happened to you. Even if you’re fair on your part, make things right for bad customers. Think it as an investment to maintain, and build your reputation.
Contact and Talk to Them
Upon getting a negative review, the best way to minimize its effect is: contact the customer and try to make things right. Chances are, your customer follows up with something good about you. Think it as promotional opportunity. As a person you make mistake and customers expect you to make one or two. They’re more interested to know how you fixed things to make them happy. The least you can do is to show your intentions to fix things up for them.
Your SEO consultant in Toronto would recommend you to at least show your intentions of fixing things up, otherwise a bad review displaying right under your name will damage your local SEO efforts
Don’t Forget to Request Reconsidering Bad Review
Most of the time, when they’re satisfied, they post a good review to follow up an old bad one. They may also revise it or remove it entirely. But if they keep criticizing you after all your efforts to make things better, stay back and see how things go.
Anyhow, few days later, you may want to ask them to contemplate modifying a bad review.
Acknowledge it If You Can’t Make it Up
If it’s a time-based service, or the customer was merely playing with you, publicly acknowledge that you cannot make it up. Apologize for the bad experience, along with a promise to revise policies for better experience next time. Be pleasant and honest, but don’t return fire with negative response.
Apologizing in public reduces their dissatisfaction as they come to understand that they’ve been heard and responded. If you cannot post your reply online, find out about the customer and send your apology and acknowledgement in writing.
Deal with Abnormal Reviews
Unfair reviews can be disappeared altogether. All you need to do is to see whether they contradict with website’s policies. Most of the time, such posts are made by competitors and ex-employees. False, abnormal or unfair reviews can be removed by the website if you can identify them with proofs. To do so, read website’s policies and use the tools to flag inappropriate reviews.
It’s obvious to expect a few bad ones, if they are small in numbers. Online customers are too smart to differentiate between real and unreal reviews. So, you don’t have to do anything up to this point. But if good reviews are few in numbers, you can ask customers to review your business online. In this way, you can dilute the bad reviews.
Consult Reputation Management Services
To elicit reviews from customers, reputation management companies are very helpful, especially when you have a low popularity online. They can request reviews from your own customers by sending them emails or through other means of communication. DemandForce, GetFiveStars and CustomerLobby are few good review-building services.
If You’re Poor On One Review Site, Improve Your Reputation Where You Look Better
This can be possible if you have a good reputation on many other review sites. But it’s only possible when you have one site with unfavorable reviews. You’ll need Toronto SEO expert who can do the following:
- Link your website with good review pages
- Mention and link those reviews on your social media profile
- Link to positive reviews from directory profiles, where possible
Force the Reviewer to Take Down
If the review is provably false, or it’s over-the-top-damaging, you can engage your lawyer, but not before considering these things:
- If it’s a just a bad review, good reviews will dilute it, and
- Customers can easily identify it as unusually bad
- Will taking him to the court go in your favor? News stories mostly paint such customers as innocent martyrs
It’s the most difficult task to turn away bad reviews. Majority of business owners cannot do it. If you’re confident, it’s important to be calm and cold. Ask your friends to give their feedback before replying to any review with humor. But if you’re consistently failing on huge review website, it’s not a bad idea to declare you’re bad. It might pay you back as a good marketing campaign, like it did for Botto Bistro’s “Hate Us On Yelp”.
These tips are practical and easy-to-follow, but all of them need time. The best way to keep them satisfied is by responding them. So, try those tips that seem easier to you.