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online reputation management dallas texas

How to Write the Perfect Response to a Negative Review

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How to Write the Perfect Response to a Negative Review

It’s bound to happen.

One day you login to your company’s Facebook page, only to see a new review – a negative review.

Don’t worry! It happens to the best of companies. What’s more important is how you handle that review. At 214 Interactive in Dallas, Texas, we specialize in coaching our clients on proper online reputation management and here are a few tips on how to write the perfect response to a negative review:

 

Step 1) Respond.

Don’t ignore the negative review because it shows a lack of interest in your customers, and the customer who left the review isn’t the only one watching. Other potential customers are also watching to see how you respond. It’s also important that you don’t delete the review; customers are leery of companies with 100% positive feedback.

 

Step 2) Apologize & Sympathize.

Even if you don’t think the complaint is warranted, you want the customer to feel heard. Start off by saying your sorry and acknowledging their issue.

 

Step 3) Apply Good Customer Service.

After acknowledging the concern, go on to tell customers what they should have expected. If they are concerned that the service was poor at your restaurant simply respond with something like, “Our servers are normally very attentive and we apologize that we missed the mark on your last visit.” 

 

Step 4) Take it Offline.

The last thing you want is a lengthy exchange for all to see. Tell the reviewer who they are dealing with and provide contact information so that the conversation – and customer service experience – can be taken offline. You goal is to keep the response to 3 simple, straightforward responses.

 

Step 5) Leave out Keywords.

As you draft your response, try not to include your business name or any keywords that might make the negative review show up in search results. 

 

If you need help with online reputation management in Dallas, Texas, don’t hesitate to call us at 214 Interactive. As a leading digital advertising agency, our staff would love to chat with you about what we can do for your business! 

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Always Respond to Positive Reviews – And Here’s Why:

In the past, we’ve made sure to encourage you to respond to negative reviews. It gives you a chance to make things right, demonstrate great customer service, and it’s a reflection of your brand. 

But what about postitive reviews? They are saying positive things…so should I respond?

The answer is a resounding yes!

At 214 Interactive, we specialize in online reputation management in Dallas, and here are a few reasons we always tell our clients to respond to positive reviews too:

1.   It’s Just Good Manners.

Mama taught you to say “thank you,” and that doesn’t just apply to compliments in person! If a customer gives you positive feedback, it’s just the right thing to do to respond and thank them for their response. 

2.   It Boosts Search Engine Rankings.

Did you know that by responding to reviews in the right way, you can positively affect your search rankings? We all know how huge SEO is and if such a simple thing as responding to a review can help, why wouldn’t you do it?

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3.   People are Watching.

Remember: anything posted on social media is fair game for all to read, so why not make a positive impression? In fact, research suggests that up to 93%of consumers read online reviews to determine their impression of a brand and whether or not they will do business with them in the future.

4.   It Generates Visibility.

Many times, responding on social media sites can boost visibility, particularly among friends of the customer who reviewed your brand. Showing a positive customer service experience and responding is a warm, welcoming way helps build trust of people who may be interested in your brand in the future.

 

If you want to learn more on how to respond to positive reviews and what to say to boost visibility and SEO, call 214 Interactive – the online reputation management experts in Dallas, Texas! We can’t wait to get started on building your brand. 

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3 Positive Ways to Respond to Negative Reviews

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3 Positive Ways to Respond to Negative Reviews

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.

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How to Improve Your “Near Me” Search Results

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How to Improve Your “Near Me” Search Results

More and more, consumers are using their smartphones to find businesses that are “near them” when on vacation, traveling to another city, or just looking for products and services in their own backyard.

 

In fact, “near me” searches can expect a 50% success rate in getting a store visit within 24 hours!

 

So how do you improve your “near me” search result ranking? Follow these steps and you’ll be well on your way to increasing your online reputation management and search engine optimization in Dallas:

 

1.  Create Consistent Business Listings

As 214 Interactive has told you before, having a completed Google My Business profile is huge in terms of increasing search engine rankings. Next, make sure that all of your listings – Google, other industry websites, your website, etc. – all have the exact same information in terms of address and phone number. Consistency is key when it comes to moving up the Google Near Me search listings, not to mention, helpful to any potential customers looking for your business.

 

2.  Ask for Reviews

Reviews – particularly Google reviews – are one of the leading factors when it comes to search engine optimization in Dallas. And since researchers have shown that most reviews are positive, you shouldn’t be afraid to ask for more! Use your social platforms, email list, and in-store opportunities to get customers to talk about their experience.

 

3.  Respond to Those Reviews Quickly

If for some reason you do receive a negative review here or there, make sure to respond quickly, as this will have an effect on your “near me” search rankings. Handling a review quickly and efficiently shows other potential customers that you are serious about a positive customer service experience and research shows that 95% of negative reviewers will give you another try if their complaint is resolved effectively.

 

4.  Build a Mobile Website

Google’s “near me” rankings system plays favorites with those who have mobile-friendly websites, so make sure you are a mobile version as well. And since 80% of consumers are searching for businesses near them on a smartphone, having a mobile site is just good business.

 

Ready to have a team dedicated to your search engine optimization and online reputation? Let Dallas’s premier digital advertising agency - 214 Interactive - handle all of your online marketing needs. 

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