No one likes to see negative reviews on Facebook, Google, Yelp!, etc.
What if we told you there is a way to prevent these negative reviews from ever happening in the first place?
At 214 Interactive, we specialize in online reputation management, and we’ve got a few tips and tricks on how to prevent those reviews with 3 easy steps:
Step 1: Ask if You Can Fix Any Issues
No one is perfect, so it’s safe to assume that every transaction you have is not without its flaws. Instead of ignoring those flaws, why not go ahead and ask, “can we fix an issue for you?” A great way to do this is by adding a note in your weekly e-blasts that says something like, “hey – if you had any issues with your last order, contact us to fix the issue now before posting a review on social media.” Target has been doing this through email blasts, with a blurb on the bottom that prompts customers to fix the issue now:
By preempting the negative review, you are adding value to your customer service experience.
Step 2: Surveys
It’s not bad to ask for feedback. Asking customers to fill out a quick survey in exchange for freebies, coupons, or other incentives is a great way to get a pulse on what customers think about your company and areas where you might be falling short. It brings to light cracks you may never have seen, and opportunities to fix those customer service “cracks” before they ever hit a negative review.
Step 3: Conduct Regular Customer Service Audits
Customer service starts within, so periodically take a fresh look at your customer service experience – everything from the point-of-sale experience to the post-sale experience – and see if you might be missing the mark in some areas. Compare your shopping or dining experience to your competitors. Small adjustments can go a long way to preventing negative reviews and improving the experience for your customers.