Lately, I have been concerned with the tone and attitude toward customer reviews online. Working with a vast array of clients, who have different relationships with their customers, I have seen different attitudes towards the relationships of business owners in response to their customer’s reviews. This has forced me to take a step back on my recommendations to clients when they ask about reviews online.
Think of your followers as fans. They are the advocates for your brand. There have been many times that I have seen followers defend a brand against trolls and naysayers. These people are priceless in terms of brand representations and credibility in the marketplace.
Allowing people to review your company, products and services can be frightening. I understand that business owners and leaders take their reputations seriously, and opening themselves up to criticism is a daunting and painful undertaking. In the words of our president, Gary Stockert, “feedback in all forms is a gift,” it’s all how you use the feedback that you are given.
On social media, particularly, make sure that you take the time to engage with the person that gave you a review. If it is a positive review, like the comment or write them back, thanking them for their continued support.
When you receive negative reviews, handle these with care. You and I know that there is more to the story than the reviewer shares, but the truth of the matter is, your response isn’t just for the person that gave you the review. It is for those fans and consumers that are checking you out. Negative reviews are not bad, as a matter of fact, they demonstrate that your brand is real. The real opportunity to counteract those negative reviews by the way you craft your response.
Here are some ways that you can save a negative review:
1. Acknowledge your customers pain, give them an out and opportunity to connect with you one-on-one. Tell them to call you directly to discuss this more.
2. Incorporate a statement that demonstrates that this one bad experience is not consistent with your customer experience, as a whole.
3. Apologize. Even if wasn’t your fault. An apology for their bad experience can speak volumes for your brand.
If you’re having troubles with reviews or want to learn more about customer reviews. Shoot me a line: jnasers@modern.foundation
Cheers!
