Negative feedback is an inevitable result of a social media presence. However, the way in which your business handles negative feedback can affect your online image in a positive way. Successful management of your social media accounts means staying up to date on your online reviews to handle negative feedback quickly and appropriately.
Take Feedback Seriously
Although you may want to ignore negative feedback, the key to handling negative comments properly is to always take them seriously. Regardless of the comment or complaint, it’s important to address it publicly to show your dedication to your clients and their needs. You should also aim to address negative feedback quickly, as leaving comments unanswered can also give the impression that you do not care about rectifying negative client experiences.
Identify the Issue
Before replying to negative feedback, it’s important to identify its cause. Determining whether the error is a business mistake, a misunderstanding, or a problem with the client’s expectations can help you develop a smart and positive plan to address it. Regardless of the type of issue and its cause, it’s also best not to act or sound defensive—always show professionalism and respect for your client’s viewpoint, even if the mistake is not actually an error on your part.
Once you’ve identified the issue behind the negative feedback, it’s important to focus on a resolution. Offering to exchange a defective product for a new one or repeat a service that was not satisfactory is common; you may also wish to offer discounts on future purchases or other services. If you cannot reach a resolution, offering a refund may be the best way to resolve the situation.
Reputation management should be an integral part of maintaining a positive online image for your business. If you’d like to explore how G4H Consulting can help you maintain your online reputation, call us today at (585) 755-0366. You can find even more tips on building the right online reputation for your business on our blog.
Online reviews are a simple way for clients and customers to make their opinions about your business and services heard. Because online reviews are so accessible across multiple sites and services, they can have a significant impact on your online reputation. Regardless of whether your reviews are positive or negative, it’s imperative to read them to determine what you’re doing right—and how you can improve—to show your dedication to your consumers’ experience and satisfaction.
Recognize Positive Achievements
Although most businesses are highly-focused on the impact of negative reviews, it’s important to keep in mind that positive reinforcement is also a valuable tool. Positive online reviews can be a big morale boost for you and your employees, helping you to pinpoint the actions you’re taking that your customers like. Paying attention to the aspects of your products or services that your consumers find most attractive will help you tailor your business plan to focus more heavily on these aspects as you move forward.
Engage with Unsatisfied Customers
One of the major benefits of reading your online reviews is the chance to recognize negative experiences and take steps to correct them. If you come across a negative review that accurately reflects an unsatisfied customer, it’s important to take the right actions to address the situation. Rather than placing blame, contact the customer and ask how you can improve their situation or ensure their experience is more positive next time. Not only will you gain a single additional satisfied customer, but you’ll show anyone else who views the exchange that you take your customers’ experiences seriously and will make an effort to improve upon the aspects of your business that your customers don’t yet find satisfactory.
Do you need help managing your business’ online reputation? G4H Consulting is pleased to offer ReviewLead, social media marketing, and much more to help your business succeed in today’s web-savvy world. Please stop by our website to explore our full range of online services and solutions, or call us at (585) 755-0366 to discuss your needs.