Almost all business owners recognize that providing the most truly effective customer service easy for their customers is important to running a feasible business. However it is extremely difficult to operate a company without occasionally having a dissatisfied customer. It was previously said that for every dissatisfied customer you'd they would tell 15 other people.
Well the guidelines have changed. The web now provides dissatisfied voice a range of thousands with a nearly endless time limit to state themselves. All anyone has to accomplish is give a company a poor review on Google Places, or Yelp, or Facebook or among the hundreds if not a large number of the directory sites, and this 1 incident will make your organization look bad sending customers running from your own business.
I recently was working together with a consumer who'd exactly this situation. An unusual dissatisfied customer had posted a negative review on his Google Places Page. He knew of the problem so he knew it absolutely was real and not a competitor's dirty trick. Buy Google Reviews uk What most business owners don't realize is that it is virtually impossible to get a review removed if you can prove to Google that some body else is really playing dirty pool. But this review was real and even although account of events (as told by the customer) wasn't exactly consistent with what my client told me.
As a company owner once you get a poor review your initial reaction is to want setting the record straight. But once we talked I was able to explain to my client that there's an improved way to handle it. You see Google gives the business enterprise 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 may mean eating a drumstick of crow, but it is worthwhile to ensure the bad review does not do the damage the writer had in mind.
What we did was to acknowledge that the bad situation did occur. Inside our case the complaint was about a late delivery. Even although customer had actually given the wrong address over the phone, we didn't say that. What we said was that people strive to ensure we get accurate information, but in this case something had gone wrong. We apologized to the customer for that.
Then we took the important thing step to correcting this situation. We offered a significant 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 type of rebuttal was to be able to tell other potential clients these reasons for us.
We care enough to answer the complaint.
We're responsive to our customers.
We take responsibility for our actions (even though anyone reading between the lines would recognize the customer had some culpability in the delay).
If things go south we try to create them right.
We took the high road within our response.
That's one method to cope with 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 several long winded reviews will push the bad review under the fold (off the page).
Finally another way to cope with them is to create it right with the customer. Do whatever it takes to get them to turn that bad review into a good one. But see actually that is the thing. You can't go in and revise your reviews. Once they're there...they are there. What you can certainly do is to go in and give a current review. Once you have a happy customer that is what you would like to inquire further to accomplish; to give a revised version of the experience along with your company with a brand new review.
If you are likely to take business these days you need to keep an eye on your online reputation. You can't turn a blind eye, because potential customers are looking for you and finding you. It generally does not take much to have them proceed to your competition. The manner in which you cope with bad reviews can be killer vital that you your bottom line.
Bob Wadley can be an entrepreneur - web designer - SEO specialist - real-estate investor. Bob may be the principal owner of SEO Spider Master LLC which will be a net marketing firm specializing in aiding business owners out perform their competition on the internet.
