Let’s face it, no matter how we try to please our clients and try to render great customer service, there will always be dissatisfied customers who will rant and worst, write a negative review about our business. Should this happen to your business, BrandRevitalize wrote this informative article on how to deal with negative reviews. Read below.
Establish Trust and Credibility
The very first step in dealing with a negative review is establishing trust and credibility. If your business has a good reputation for being honest, ethical, and reliable, reputation crisis like a negative review can easily be taken care of since people will most likely listen to your side of the story. So make sure to build trust and credibility first among others.
Set-up a Crisis Team
Next is to set-up a crisis team who will be responsible in cleaning up your bad publicity online. A crisis team should include an online media spokesperson, knowledgeable IT professionals who can devise various strategies on how to bury your bad PR and an Search Engine Optimization (SEO) advisor who will assess or evaluate what is being done then give appropriate advices on how things can be improved leading to a quick burial of negative reviews in the depths of Google’s Search Engine Results Page (SERP).
While negative reviews may easily anger business owners, it is important to respond or react to a negative review in a professional, calm and corteous manner. Do not respond by calling the person who posted the negative review a liar. Instead, clear up the misconception and explain the truth. An angry response from you will only make your company look worse than the negative review itself.
Interacting with your customers online, even the dissatisfied ones, can help build your reputation as a compassionate and professional company.
If your company is too small for a crisis team, hiring an Online Reputation Management (ORM) company that is capable of managing your online reputation while boosting your marketing initiatives can be a good idea. After all, you don’t want to turn off all those prospective clients over a bad case of PR. Manage your online reputation now before it’s too late.