How to change bad reviews for your business in great good news

It doesn’t matter how strong your brand customer service is, you can’t avoid negative feedback – noise that can stop all the great things you offer. Social media is rifted with videos that highlight the events where consumers are atrocities and the turent of the negative comments that followed. Reviews on Google, Yelp, Facebook, Open Tables, Trap Advisor and other platforms are full of satisfied users, and can improve the business status of the business.

Sometimes, there are memories here, and reviews and feedback reflect a defect in service or product delivery. For the second time, people are removing or trolling for some reason. You can’t take it personally, but do not ignore their words. Consumers rely on reviews when discovering or purchasing products and services. Bad reviews can remove them and can lead to a reputation for your business.

Your online business reputation depends on an active, strategic approach to identify, monitor, manage and respond to negative studies. You will take advantage of opportunities to build confidence, improve customer service and enhance customer relationships.

Related: Your customers are talking about you – here’s how to convert their feedback to profit

To indicate consumer problems

If a negative or bad comment appears on a social media or consumer review platform, take a breath and find out what is behind the review. Keep yourself in the customer’s shoes to find out that the review or comment was justified. Go beyond words and anger to find out where matters have gone wrong. Then answer – real and professionally.

To monitor online studies

You do not know that there is a customer dissatisfaction without monitoring your online studies. Various tools and strategies are available to do so. For example, you can use Google alerts or review trackers to provide real -time alerts when new reviews are published on platforms like Yelp, Facebook, Trap Advisor and Google.

Also, make sure your business claims and confirmed on important platforms so that you can respond to studies and receive activities notifications. Improve your business profiles. You want potential users to find correct, useful information when looking for your brand’s reviews. Make sure the pictures, locations, hours and business descriptions are the latest.

To manage online reviews

Nominate the “Review Answer” team or personnel to respond to studies. Share these points with the person or team responsible for dealing with studies:

• Do not let the emotions play when preparing answers to negative comments.
• Thank users for the impact of consumers and inform them of your intention to do better.
• If the user is dissatisfied with justification, apologize and show sympathy without more.
• Make things right if possible. For example, offer a chance to review your restaurant with dessert at home. Send an alternative product that is lost in the mail without any price. Offer discounts on future products.
• If everything is fine, encourage the customer to edit the comments with the latest review so that others can see your good faith efforts. When you recognize customer dissatisfaction and customize to bend things, you will know that these users will become your biggest champion and chair leader.

In some cases, contact reviewers to discuss their experience. During the conversation, ask users to update their studies. If they choose not to update the comments, you can answer online that the problem is resolved.

Related: How to better manage your brand’s reputation in the digital period

Move from negative, highlight the positive

In addition to dealing with bad studies, in addition to turning and converting dissatisfied users into supporters of their business, it is equally important to improve their online reputation with positive comments and studies. Positive reviews affect the purchase behavior and help people win, even if there is occasional bad comment.

When you ask for a positive review, time is everything. After a program or after completing a service, encourage studies at the shopping site. For example, send a quick text or email that says, “happy you had a great experience. Would you object to us immediately?” Make it easy for your users to comment with the review page link.

Get positive reviews of your brand strategy

Train your staff to seek reviews in their communication. For example, recently, my colleague had a product problem that was delivered to the wrong home. It was a delivery service and not the retailer who made a mistake. The delivery service will not improve the situation. However, the retailer was happy to send alternative products. My partner received an email with an invoice ($ 0) that has a soft hassle to list the products recovered at home and review about the service and resolution. She was happy to do so and spread the word.

Answer the positive reviews as well. This shows that you care about the emotions of your customers and help to build trust with future reviewers. Don’t be ashamed of sharing complimentary reviews on your website and social media platforms. Socially satisfying consumers will reinforce and strengthen your brand experience, which will further enhance your online reputation.

It is not bad to get some negative reviews. They help you identify areas that need improvement. In addition, they help create a balanced, authentic brand profile. Although you want most of your impressions to be positive, occasionally making negative comments and responding to them creates confidence and credibility.