Virtually all business owners understand that providing the top customer support possible for their customers is important to running a practical business. However it's almost impossible to run a business without occasionally having a dissatisfied customer. It used to be said that for each and every dissatisfied customer you'd they would tell 15 other people.
Well the guidelines have changed. The net now provides dissatisfied voice a range of thousands with an almost endless time limit to express themselves. All anyone has to do is give a business a bad review on Google Places, or Yelp, or Facebook or one of the hundreds or even tens of thousands of the directory sites, and any particular one incident will make your company look bad sending customers running from your business.
I recently was working together with a customer who'd exactly this situation. A rare dissatisfied customer had posted an adverse review on his Google Places Page. He knew of the specific situation so he knew it had been real and not really a competitor's dirty trick. What most business owners do not realize is it is virtually impossible to acquire a review removed if you can prove to Google that some body else in fact is playing dirty pool. But this review was real and even though the account of events (as told by the customer) was not exactly in line with what my client told me https://www.webhelpz.com/.
As a business owner when you get a bad review your initial reaction is to want to set the record straight. But as we talked I was able to reveal to my client that there is a better way to deal with it. You see Google gives the business owner a rebuttal space right below the review. The manner in which you handle that rebuttal could mean the difference between getting more customers and not.
It could mean eating a drumstick of crow, but it's worthwhile to be sure the bad review doesn't do the damage the writer had in mind.
What we did was to acknowledge that a bad situation did occur. In our case the complaint was about a late delivery. Even though the customer had actually given the wrong address over the telephone, we did not say that. What we said was that we strive to be sure we get accurate information, but in cases like this something had opted wrong. We apologized to the customer for that.
Then we took the main element step to correcting this situation. We offered a substantial discount to the customer if they would come back and give us another opportunity to prove our capabilities.
To my knowledge that customer never took my client up on his offer. But what we accomplished with this type of rebuttal was an opportunity to tell other potential clients these reasons for having us.
We care enough to answer the complaint.
We are responsive to our customers.
We take responsibility for our actions (even though anyone reading involving the lines would recognize the customer had some culpability in the delay).
If things lose their freshness we try to make them right.
We took the high road inside our response.
That is one method to handle a bad review, but listed here is another way.
Get your satisfied customers to go in and crowd out the bad review. For Google places just a couple of long winded reviews will push the bad review underneath the fold (off the page).
Finally another way to cope with them is to make it right with the customer. Do whatever it will take to encourage them to turn that bad review into a good one. But see actually that's the thing. You can't go in and revise your reviews. Once they are there...they are there. What you can do is to go in and give an updated review. Once you've a happy customer that's what you need to question them to do; to give a revised version of the experience with your company with a fresh review.
If you are likely to be in business nowadays you really have to watch on your internet reputation. You can't turn a blind eye, because potential customers are looking for you and finding you. It does not take much to possess them move ahead to your competition. The manner in which you handle bad reviews could be killer very important to your bottom line.
Bob Wadley is an entrepreneur - web designer - SEO specialist - real-estate investor. Bob may be the principal owner of SEO Spider Master LLC which can be an internet marketing firm specializing in helping small company owners out perform their competition on the internet.