Almost all business owners recognize that providing the utmost effective customer care possible for their customers is vital to running a feasible business. However it is almost impossible to operate a company without occasionally having a dissatisfied customer. It was once said that for every single dissatisfied customer you had they'd tell 15 other people.
Well the principles have changed. The web now provides a dissatisfied voice a variety of thousands with a nearly endless time limit to state themselves. All anyone has to accomplish is give a company a bad review on Google Places, or Yelp, or Facebook or one of many hundreds or even tens of thousands of the directory sites, and this 1 incident will make your business look bad sending customers running from your business.
I recently was working with a client who had exactly this situation. A rare dissatisfied customer had posted a poor review on his Google Places Page. He knew of the specific situation so he knew it was real and not just a competitor's dirty trick. Buy Google Reviews uk What most business owners don't realize is that it's virtually impossible to acquire a review removed unless you can prove to Google that someone else really is playing dirty pool. But this review was real and even although account of events (as told by the customer) was not exactly in line with what my client told me.
As a company owner when you get a bad review your initial reaction is always to want to set the record straight. But as we talked I could explain to my client that there is a better way to take care of it. You see Google gives the business owner a rebuttal space right below the review. How you handle that rebuttal could mean 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 writer had in mind.
What we did was to acknowledge a bad situation did occur. Within our case the complaint was of a late delivery. Even although customer had actually given the wrong address over the phone, we didn't say that. What we said was that we strive to ensure we get accurate information, but in this case something had gone wrong. We apologized to the client for that.
Then we took the main element step to correcting this situation. We offered a substantial discount to the client if they'd come in and give us another chance to prove our capabilities.
To my knowledge that customer never took my client up on his offer. But what we accomplished with this kind of rebuttal was to be able to tell other potential clients these things about us.
We care enough to answer the complaint.
We are attentive to our customers.
We take responsibility for our actions (even though anyone reading involving the lines would recognize the client had some culpability in the delay).
If things go bad we try to create them right.
We took the high road within our response.
That's one method to handle a bad review, but here is another way.
Get your satisfied customers to go in and crowd out the bad review. For Google places just several long winded reviews will push the bad review under the fold (off the page).
Finally another way to cope with them is to create it right with the customer. Do whatever it will take to encourage them to turn that bad review into a good one. But see actually that is the thing. You can't go in and revise your reviews. Once they are there...they are there. What you can do is always to go in and give a current review. After you have a satisfied customer that is what you want to inquire further to accomplish; to give a revised version of these experience with your company with a new review.
If you are likely to maintain business nowadays you really have to keep an eye on your internet reputation. You can't turn a blind eye, because potential customers are searching for you and finding you. It does not take much to own them move on to your competition. How you handle bad reviews could be killer crucial that you your bottom line.
Bob Wadley can be an entrepreneur - web designer - SEO specialist - property investor. Bob is the principal owner of SEO Spider Master LLC that is an internet marketing firm specializing in helping small business owners out perform their competition on the internet.
