Your business just received a negative review – now what?!
Don’t panic. When you own a business, negative reviews are bound to happen. Use the opportunity to turn a negative into a positive with these 3 online reputation management tips from 214 Interactive:
Say I’m Sorry
This is difficult at times, especially when you don’t feel like your team did anything wrong. Regardless, take ownership for the situation, saying something like, “It is our goal to provide the best customer service at all times, and we apologize that your needs were not met.” Sometimes just telling someone you are sorry – instead of arguing with them and pointing out their fault in the situation – can go a long way to restoring the customer experience.
Give a Quick Response
The longer a negative review sits there unanswered by your company, the more damage it can do to your brand. Providing excellent customer service means that you respond to these reviews quickly, showing the customer that you value their business and their opinion.
No time to keep up with when reviews are posted? 214 Interactive can help with our online reputation management monitoring that will track all activity in relation to your brand and let you know the minute something is posted.
Continue the Conversation Offline
If someone provides feedback on an experience that needs more personalized assistance, encourage the reviewer to make contact offline to continue the conversation. Keep online feedback brief and to the point, but in-depth conversations can be handled by a manager offline and will likely further satisfy the complaint.
Need help managing negative reviews? 214 Interactive – a leading digital advertising agency in Dallas, Texas - has the tools to make it a breeze! Give us a call today and we’ll set you up with everything you need to protect your brand’s online reputation.