Did you know that acquiring a new customer costs 25 times more than keeping one you already have? This is why you must invest in consumer satisfaction. This is particularly true when you consider that a business with an average star rating of 1 or 2 will only be considered by 13% of customers. What all of this means is that, if you have negative reviews, or you could get them, you need the help of a reputation management company.
What Can a Reputation Management Company Do?
A negative review happens for a reason. But what makes it worse, is that too many businesses still don’t know how to handle negative reviews. And by poorly handling them, the business makes the situation far worse. There are some key elements that seem to happen again and again that must be avoided if responsible communication is to take place. This is down to a number of steps:
Identifying what the customer is really saying. Negative reviews are emotive, and customers will share many details that are actually irrelevant to the situation.
Understanding that, in many cases, people do not dare to complain directly when something goes wrong, taking to the internet instead. The result is that the tone is often scathing, and a business must be able to read past that.
Understanding that a negative review is a complaint about a business, not an attack on someone as a person.
Being able to take responsibility for the bad experience a customer has had.
Understanding that a negative review is an opportunity to change things for the better.
Always remaining professional.
How to Respond to Negative Reviews
A good reputation management company is able to respond to reviews in such a way that the negative is transformed into a positive. Customer service is super important. Indeed, they may even convince customers to edit their reviews and increase their star rating. This is down to creating the right, powerful, response. This means:
Being personal – using the reviewer’s name when possible.
Starting with an apology in which the actual issue is raised.
Providing an explanation of why the mistake happened, without trying to make excuses.
Showing how you have improved the situation.
Thanking the customer for their comments.
A few other key elements to a good response include:
To keep things short and to the point.
To use plain English.
To always apologize.
To make a peace offering.
To welcome more feedback.
Nobody wants to receive negative reviews. As humans, we don’t like criticism, no matter how constructive it is. However, it is inevitable that some people will be unhappy, and you must learn to see that for what it is: an opportunity to learn a lesson and to become even better at what you do. By responding directly and in a professional manner to complaints in the way described above, you show to others that you take things seriously as well.