Nearly all business owners recognize that providing the very best customer care feasible for their customers is important to running a feasible business. However it's extremely difficult to run a business without occasionally having a dissatisfied customer. It was previously stated that for each and every dissatisfied customer you had they would tell 15 other people.
Well the principles have changed. The web now provides a dissatisfied voice a selection of thousands with an almost endless time limit expressing themselves. All anyone has to complete is give a business a poor review on Google Places, or Yelp, or Facebook or one of the hundreds if not tens of thousands of the directory sites, and this 1 incident can make your company look bad sending customers running from your business.
I recently was working with a client who had exactly this situation. A rare dissatisfied customer had posted a poor review on his Google Places Page. He knew of the situation so he knew it absolutely was real and not just a competitor's dirty trick. What most business owners don't realize is that it's virtually impossible to acquire a review removed if you can prove to Google that some one else in fact is playing dirty pool. But this review was real and even although the account of events (as told by the customer) wasn't exactly in accordance with what my client told me https://www.webhelpz.com/.
As a business owner whenever you get a poor review your initial reaction is to want to set the record straight. But even as we talked I was able to reveal to my client that there is a much better way to take care of it. You see Google gives the company owner a rebuttal space right below the review. The manner in which you handle that rebuttal can indicate the difference between getting more customers and not.
It would mean eating a drumstick of crow, but it's worth it to make sure the bad review does not do the damage mcdougal had in mind.
What we did was to acknowledge that the bad situation did occur. Inside our case the complaint was in regards to a late delivery. Even although the customer had actually given the incorrect address over the telephone, we did not say that. What we said was that people strive to make sure we get accurate information, but in cases like this something had gone wrong. We apologized to the customer for that.
Then we took the main element step to correcting this situation. We offered an important discount to the customer if they would come in and give us another possiblity to prove our capabilities.
To my knowledge that customer never took my client through to his offer. But what we accomplished with this sort of rebuttal was a chance to tell other potential clients these reasons for having us.
We care enough to answer the complaint.
We're 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 create them right.
We took the high road within our response.
That is one way to handle a poor review, but here's another way.
Get your satisfied customers to go in and crowd out the bad review. For Google places just a few long winded reviews will push the bad review underneath the fold (off the page).
Finally another way to manage them is to create it right with the customer. Do whatever it takes to encourage them to turn that bad review in to a good one. But see actually that's the thing. You can't go in and revise your reviews. Once they're there...they are there. What you can do is to go in and give an updated review. Once you have a satisfied customer that's what you would like to ask them to complete; to give a revised version of their experience with your company with a fresh review.
If you are likely to take business today you really have to keep an eye on your online reputation. You can't turn a blind eye, because potential customers are seeking you and finding you. It does not take much to possess them proceed to your competition. The manner in which you handle bad reviews could be killer 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 a web marketing firm specializing in assisting business owners out perform their competition on the internet.