If you are trying to expand your reach and make your business more appealing to potential customers, you may be neglecting one of the most important facets of your digital marketing. According to the most recent statistics, 9 out of 10 individuals will read online reviews prior to actually visiting a business. Unfortunately, this means that if your online business reviews are less than stellar, they could be hurting your chances at drawing in new customers.
In the modern digital world, it can be incredibly easy for a dissatisfied customer to voice their complaint to a large audience. As a business, it is important to know how to properly respond to customer complaints and minimize the impact they can have on your business. Follow these steps to help remedy a bad review.
Listen to the Customer
If your customer has a legitimate problem, it may be a good idea to listen to avoid future problems. Listening to the customer without interruption can help give a company an idea of what the problem is and how it can be avoided in the future. To truly fix a problem, you must be receptive to hearing what it is.
Make it Right
Empathy and an apology will get your far when dealing with customer complaints. The customer needs to understand that you actually care about their experience, negative or positive. By satisfying the customer’s needs, businesses can often build a stronger bond with that customer in the future.
It doesn’t do a company any good to secretly address a bad review. By being open and honest, other customers or potential customers can see that you are interested in making the situation right. Nothing helps a brand promote its customer service more than a public apology.
Trying to get a bad review removed from the internet is perhaps the worst thing you could possibly do for damage control. Instead, focus on gathering more positive reviews. The more positive reviews you receive, the more the bad reviews will be buried and less relevant. Remember, getting a bad review isn’t the end of the world. It’s just important to properly deal with it to ensure the damage caused by it is as minimal as possible. Focus on your customer service to ensure bad experiences are rare.
You can always call the experts at Skynet Solutions for help with your business listing, website development, marketing or anything else you need to help make your business succeed. With our diverse range of skills and experience, we are sure to have the tools you need to make 2017 your business’ best year yet. You can fill out our contact form to get started today. You can also connect with us on Facebook, Twitter, Google+ and LinkedIn!