The Internet provides a platform for your customers to give your company feedback which can be both good and bad. On one hand, positive reviews can help your online reputation and help bring in more customers. On the other hand, negative reviews can seriously hurt your sales and tarnish your reputation. Customer reviews often pose a challenge to business owners because they don’t really know how to respond. If find yourself falling into this situation, here are four great tips for responding properly.
Maintain a Positive Image of Your Company
When interacting with somebody that has left you negative feedback, it is of utmost importance that you keep your cool and respond appropriately. Address the issue at hand in a calm manner and look approach it objectively. If the problem was your fault, owning up to it and taking responsibility will speak volumes about how you conduct business. Avoid blaming the problem on the person that has left feedback even when that person is clearly wrong. Doing this makes you look like you don’t really care about your customers. You have to remember that the conversation is being carried out on a public platform. Heated conversations can really backfire on your and blow things out of proportion which will ultimate hurt your reputation and brand.
Aim to Create a Positive Customer Experience
At the end of the day, you want to create a positive experience for your customers. In order to do that, you’ll have to fix problems in a quick and direct manner. For example, if the customer has left negative feedback about problems with shipping, offer to resend their order via 2-day shipping on your expense. Take responsibility for any problems that is your company’s fault. After you’ve fixed the problem and created a positive customer experience, you can ask the customer to update their review/feedback to maintain a positive reputation online. It’s also important to follow up with recent customers and ask them to leave positive reviews about their experience if you are confident about your products and services.
Manage Your Reputation Online
You’ll never be able to connect with all the feedback and reviews by relying on the search engines or on popular sites. It will help to either hire a firm to manage your reputation or use in-house staff to manage your reputation through third-party applications. This is a time consuming and ongoing project, so it will be better off trying to outsource the work in some manner rather than doing it yourself.
Team Up with Loyal Customers and Influencers
Do you have a customer that posted glowing feedback about your products or services? It goes a long way to reach out to that customers and see if you can recruit the customer as an affiliate for your business. The customer is probably already telling his network about your product, so why not compensate him for doing so? It will make the customer even happier and may even lead to the customer promoting your company on a regular basis. If there is a raving review that was posted by an influencer, you want to reach out and talk about possible partnerships. Even if the review was poor or mediocre, try to reach out and make it right by addressing the criticisms and asking the influencer for a second chance. Many influencers will often update reviews after giving products a second try.
In conclusion, building a reputation and maintaining a positive one online is not an easy job. You need to be prepared to deal with the constant feedback. Hopefully, these four tips will help you get started in the right framework.