Nearly all business owners understand that providing the utmost effective customer care possible for their customers is essential to running a practical business. However it is almost impossible to operate a business without occasionally having a dissatisfied customer. It was once said that for every dissatisfied customer you'd they would tell 15 other people.
Well the principles have changed. The web now provides dissatisfied voice a variety of thousands with a nearly endless time limit expressing themselves. All anyone has to complete is give a 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 one incident could make your company look bad sending customers running from your own business.
I recently was working together with a customer who had exactly this situation. An unusual dissatisfied customer had posted an adverse review on his Google Places Page. He knew of the specific situation so he knew it had been real and not just a competitor's dirty trick. What most business owners don't realize is that it is virtually impossible to obtain a review removed if 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 in line with what my client told me https://www.webhelpz.com/.
As a business owner once you get a negative review your initial reaction is to want to create the record straight. But once we talked I surely could show my client that there surely is a better way to handle it. You see Google gives the company owner a rebuttal space right below the review. The manner in which you handle that rebuttal can indicate the difference between getting more customers and not.
It would mean eating a drumstick of crow, but it is worthwhile to ensure the bad review does not do the damage the author had in mind.
What we did was to acknowledge that the bad situation did occur. Within our case the complaint was in regards to a late delivery. Even although the customer had actually given the wrong address over the telephone, we didn't say that. What we said was that we strive to ensure we get accurate information, but in cases like this something had opted wrong. We apologized to the consumer for that.
Then we took the key step to correcting this situation. We offered a significant discount to the consumer if they would come back and give us another possiblity to prove our capabilities.
To my knowledge that customer never took my client through to his offer. But what we accomplished with this kind of rebuttal was a chance to tell other potential clients these things about us.
We care enough to answer the complaint.
We are tuned in to our customers.
We take responsibility for the actions (even though anyone reading between the lines would recognize the consumer had some culpability in the delay).
If things lose their freshness we try to make them right.
We took the high road in our response.
That is one way to cope with a negative review, but listed here is 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 make it right with the customer. Do whatever it will take to cause them to turn that bad review into a good one. But see actually that's the thing. You can't go in and revise your reviews. Once they are there...they are there. What you can certainly do is to go in and give a current review. Once you have a satisfied customer that's what you need to inquire further to complete; to give a revised version of the experience with your company with a new review.
If you will maintain business nowadays you need to watch on your internet reputation. You can't turn a blind eye, because potential customers are searching for you and finding you. It generally does not take much to possess them proceed to your competition. The manner in which you cope with bad reviews can be killer crucial that you your bottom line.
Bob Wadley is definitely an entrepreneur - web designer - SEO specialist - real estate investor. Bob may be the principal owner of SEO Spider Master LLC that will be a web marketing firm specializing in helping small company owners out perform their competition on the internet.