Any company will receive negative feedback at some point in their career. Reading favorable reviews can inspire you and boost your business, but negative reviews can be difficult to read, accept, and can sometimes significantly harm your company’s sales.
How your organization responds to positive and negative reviews will impact how well your company performs and how your consumers perceive your services. One of the most crucial aspects of owning a business is their interpretation of your brand. But, with all of these varied reviews, how can you be sure you’re responding in a way that will help your business rather than harm it?
In this post, we’ll go over how to respond to both positive and negative reviews in a way that will help your business thrive.
To begin, you must ensure that all of your comments are professional and polite. You must safeguard your company’s reputation. Thus, when responding to reviews, you must carefully consider your options, especially when dealing with negative comments. The last thing you want to do is accept a negative review that reflects poorly on your organization and exacerbates the situation by responding incorrectly.
When dealing with positive reviews, you must accomplish these three important things:
Keep track of reviews.
If you are receiving reviews, especially positive ones, you should be aware of who is giving those good ratings to your company. Many websites, such as Yelp, Product Review, Trip Advisor, and others, can assist you in keeping track. They will notify you each time your company is reviewed.
Determine who will manage the reviews that your company receives.
It is preferable to appoint someone to read and reply to the reviews you receive. This is someone you want to make sure knows how to reply properly and has experience in the field – an inexperienced individual handling this could affect your business, so make sure you pick the right person for the job.
Claim or create your company page.
Sites such as Yelp, Zomato, and Google Places construct a page for your business based on data acquired online. Some do this automatically, which is excellent, but others will only do it after you have been reviewed.
Some factors to bear in mind when dealing with reviews for your company are:
Positive feedback should always be acknowledged.
Most people’s natural reflexes is to reply to negative reviews, but when you read a favorable one, you want to thank that person and demonstrate that you care. If you don’t respond to your consumers, those that went out of their way to evaluate your brand or business may tell others that you don’t care about them, which could lead to client loss.
Handle negative reviews professionally.
Customers will notice if you argue with someone who leaves a negative review, and they may decide not to work with your company because of the poor attitude they see. Because you are a business, you should answer respectfully and professionally.
Another thing that can help with unfavorable reviews is to listen to what they have to say. It may not be correct, and it may be absurd, but you never know when someone’s honest feedback will help you improve your business, which may result in you gaining more clients if these concerns are handled.
Never, ever submit fictitious reviews.
Do not employ writers to submit content reviews. It may take some time, but let the reviews come to you spontaneously. If you are ever caught conducting fraudulent ones, your reputation and business will suffer.
Follow the regulations of the site where the reviews are left.
If you don’t, you can wind up with a terrible reputation, which is the last thing your company wants.
Here are some things you don’t want to do:
- Do not bribe your consumers in exchange for positive feedback. This reflects badly on you and your company.
- Do not send emails to your entire email list asking for good feedback. Begging for reviews appears to be just as awful as bribing.
Here are some suggestions for making reviewing more convenient for your customers.
- Use review site logos in your store and on your website.
- Distribute comment cards with the logos and website addresses of review sites in your business.
- Add a “review us” button on your website.
- Always provide your customers new and compelling reasons to rate your company (examples of this would be new offers, products, etc.)
- Customers who have stated that they are really satisfied with your brand or business should be politely asked to post a review.
- Set a monthly objective of obtaining new reviews.
Conclusion
Starting your own business can be difficult, and managing its operations can be much more challenging at times. Reviews can make or break your business in a variety of ways. Too many negative reviews can turn clients off of you and your brand, while too many positive reviews can make them suspicious.
To learn more about roofing marketing strategies and tips, visit Roofers Marketing Services.