Nearly all business owners realize that providing the utmost effective customer service easy for their customers is important to running a viable business. However it's almost impossible to perform a business without occasionally having a dissatisfied customer. It used to be said that for each and every dissatisfied customer you had they'd tell 15 other people.
Well the rules have changed. The net now provides a dissatisfied voice a variety of thousands with a nearly endless time limit to express themselves. All anyone has to complete is give a business a poor review on Google Places, or Yelp, or Facebook or one of the hundreds if not thousands of the directory sites, and this 1 incident can make your company look bad sending customers running from your own business.
I recently was working together with a customer who'd exactly this situation. An unusual dissatisfied customer had posted a negative review on his Google Places Page. He knew of the specific situation so he knew it was real and not a competitor's dirty trick. Buy Google Reviews uk What most business owners don't realize is it is virtually impossible to obtain a review removed until you can prove to Google that someone else is really playing dirty pool. But this review was real and even although account of events (as told by the customer) wasn't exactly in line with what my client told me.
As a business owner when you get a poor review your initial reaction would be to want setting the record straight. But once we talked I could explain to my client that there's a better way to deal with it. You see Google gives the business owner a rebuttal space right below the review. The way you handle that rebuttal often means the difference between getting more customers and not.
It may mean eating a drumstick of crow, but it's worth it to be sure the bad review doesn't do the damage the writer had in mind.
What we did was to acknowledge that a bad situation did occur. Inside our case the complaint was of a late delivery. Even although customer had actually given the incorrect address over the phone, we did not say that. What we said was that we strive to be sure we get accurate information, but in cases like this something choose to go wrong. We apologized to the customer for that.
Then we took the main element step to correcting this situation. We offered a substantial discount to the customer if they'd come back and give us another chance to prove our capabilities.
To my knowledge that customer never took my client on his offer. But what we accomplished with this sort of rebuttal was an opportunity to tell other potential clients these things about us.
We care enough to answer the complaint.
We're attentive to our customers.
We take responsibility for our actions (even though anyone reading involving the lines would recognize the customer had some culpability in the delay).
If things go bad we try to produce them right.
We took the high road in our response.
That is one way to cope with a poor review, but here's another way.
Get your satisfied customers to go in and crowd out the bad review. For Google places just a few long winded reviews will push the bad review underneath the fold (off the page).
Finally another way to deal with them is to produce it right with the customer. Do whatever it requires to encourage them to turn that bad review in to a good one. But see actually that is the thing. You can't go in and revise your reviews. Once they're there...they are there. What you can certainly do would be to go in and give a current review. When you have a happy customer that is what you want to inquire further to complete; to offer a revised version of these experience together with your company with a brand new review.
If you will take business nowadays you really have to watch on your web reputation. You can't turn a blind eye, because potential customers are looking for you and finding you. It does not take much to possess them move ahead to your competition. The way you cope with bad reviews may be killer crucial that you your bottom line.
Bob Wadley is an entrepreneur - web designer - SEO specialist - real-estate investor. Bob is the principal owner of SEO Spider Master LLC which will be a net marketing firm specializing in helping small business owners out perform their competition on the internet.
No comments:
Post a Comment