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Customers love online review websites, like Yelp, to share their experiences with the rest of their world.
Often though, this experience is not always a positive one. Although getting a negative review on a customer review website is never something a company should wish for, it is not necessarily a kiss of death. Leaving this review unattended, may though. We’re not saying you should try to go out and try to delete it, or get fake reviews to “bury” it, that will make the situation worse. Here at chatmeter, we encourage all of our clients to go out there and respond to the negative review.
By responding to the review, it shows that you care that your customer had a bad experience. It shows that you took the time to read the comments and to try to resolve the problem. It gives the impression that you care about each and every one of your customers and want to make sure they have the best experience you can provide. You can use this opportunity to try to save the customer by offering an incentive or bonus for them to return to your place of business.
Responding to the review also makes sure that a competitor can’t come riding in on a white horse to try to save the day either. Some businesses monitor their competitors and respond to their negative reviews, ensuring the unhappy customer that the dissatisfaction would never occur at their business.
New customers will also be able to see that you took the time to respond. This could be the deciding factor for some customers when it comes to picking between two close competitors. They will see that you are loyal to your customers, which will help your online reputation.
In the end, it is always better to respond to your negative reviews rather than to just ignore them. There are some things you need to take into consideration when responding. First, read the post completely and make sure you understand what the problem. Second, take time to calm down and do not respond irrationally. Third, draft a response and make sure it will help, not hinder the situation. Lastly, make sure your response reflects the integrity of your business, as this response will be a reflection of your business character.
Chatmeter has developed the first Local Brand Management platform that provides franchises and agencies with tools and analytics for understanding and improving their brand at the local level. Our service measures the online marketing effectiveness of each location by analyzing its online visibility and reputation, benchmarking its performance against other local competitors, and providing personalized recommendations for improvement via a simple dashboard and daily email alerts.
Contact us today at www.chatmeter.com for more information or to request a quote.