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Why it is More Important than Ever
In a day and age where your online presence has never been more crucial, one bad review can make or break your business. Since the Pandemic, customers are only looking for online convenience instead of loyalty. But since they can’t (or most likely won’t) get to see your business in person, it has never been more important to understand the value of your online reviews, and how to manage them.
How to Manage Bad Reviews
The last thing you want to do when you receive a bad review is to ignore it and hope it goes away. Treat a bad review like you would a cut: clean it and baby it until it heals. But if you try to ignore it, it will infect your business and fester. Even if the one bad review doesn’t hurt your overall average, someone who is looking for a service or product similar to the disgruntled guest could take it seriously and move on.
- Message the bad review, publicly, so that everyone can see you are taking the time and effort to set things right.
- Then, message the guest privately to dig deeper into the problem, maybe it is a misunderstanding, or perhaps it is a problem that can be easily remedied.
- If it is something you can’t fix, offer a peace offering to make it up to them and prepare them for the next step.
- Ask them to change their review. (Yes, it can be done!) Especially if you have taken steps 1-3. If they don’t, then obviously they cannot be satisfied, and you don’t have to work with them ever again.
Why Good Reviews are just as Important
While fixing bad reviews is crucial, don’t let your best customers go unnoticed! Reward them for leaving a review -especially if that review offers a lot of detail that future customers might be looking for. You don’t want to be the company that only rewards bad behavior! Customers are more likely to take the time to write a bad review than a good one, so you have to give them an incentive to leave that good review. Especially in a time where customer loyalty is all but dead, reward good reviews, and make sure it’s public for everyone else to see.
How to use Technology to Manage Reviews
While you’re busy managing your company, you may be asking yourself, who’s got time to babysit their review page? But now, with the right technology, you don’t have to. Instead of spending every waking minute scouring the review boards, (or hiring an intern to) make sure your business package allows you to set up alerts every time someone leaves a review. Or perhaps you need to safeguard your online presence in case you have been hacked or another business or product is assuming your identity? Select a service with AI software that can monitor your online activity and alert you of suspicious activity. With new business technology, each customer gets your undivided attention -good or bad!
For more information, be sure and contact 844-31-SALES or visit https://business.comporium.com.
