No one likes to receive terrible online reviews, but it’s an inevitable thing in the world of business. While it’s normal to feel insulted and take it as an offense at first, it matters how you handle these negative reviews. In fact, having such reviews is healthy for your business because, with these, you can set standards on how you can improve your services. You don’t need to worry about any of this on your own if you can’t handle it. Leave it to the hands of your reliable social media marketing agency.
Needless to say, taking reviews personally is not the best way to handle the issue. Raging about the comments won’t solve any problems and can worsen the situation instead. Remember that there’s a wide range of people online that may take your response poorly, particularly the individual who had a bad encounter with your company and put it online for the world to see.
Why Do You Need to Do It?
Addressing all the reviews you get is essential. For one, reviews serve as a guide on how your clients feel about your business and their standard personal recommendation. The majority of consumers frequent businesses that have a good reputation and avoid businesses with negative reviews. You have to guarantee that your online notoriety is a sparkling representation of your business; thus, you should set your goal to keep negative reviews to a minimum.
Moreover, dealing with negative reviews can make you stand out from your competitors. There are competitors who don’t pay attention to feedback, and that’s why clients tend to patronize businesses that do consider what they think.
Customers today rely largely on social media and review sites to get customer service, making having an online presence mean that you are easily accessible to a wide range of people. Receiving a negative review could serve as a reminder that everyone can see the way you respond to anyone and anything. Thus, it would help if you urgently addressed matters like this, one way or another.
How Can Your Social Media Marketing Team Manage Reviews?
Sure, you may have had your fair share of bad reviews, but don’t fret — your efficient social media marketing team is here to do their job and save the day. How you may wonder. Read on to understand how your experts manage negative reviews:
- Acknowledging a Bad Review
This one may sound easy, but it’s actually trickier than it seems. You have to be sensitive to your customers. For instance, disregarding a bad review could be seen as an affirmation of the situation. Not reacting is still a reaction and spectators might see it as you ignoring your customers or you are admitting to the accusation by remaining silent.
- Taking It Easy
Your social media experts already know to take a deep breath first and keep calm when looking at negative reviews. There’s no need to hurry to respond, as you should bear in mind the possible consequences. Take some time to cool off and think of a compromise. As the saying goes, “the customer is always right,” but that doesn’t mean that you have to let the situation go unaddressed.
- Addressing the Issue
When answering your customer’s complaints, make it a point to address the issue that they are pinpointing. Be open to criticism; it is something that can help you.
- Looking at the Bigger Picture
We’re all different. Take time to listen to the reviewers and make a connection with them. If it’s possible to discuss the issue offline, do it. Ask them to call you to make it clear that you heard their complaint. Even if they don’t call, at least you showed others that you are willing to offer a resolution. Never battle with a customer online; it will only result in your loss.
You can’t control what people say about you, but you shouldn’t let them manipulate you. Dealing with negative reviews often requires the minds and hands of skilled experts.
If you need assistance with managing negative reviews, MojoSEO is more than glad to help. A team of social media marketing experts, we have the knowledge and experience that your business needs. Whether you are seeking Internet marketing, search engine optimization (SEO), social media marketing, or reputation management, MojoSEO is the team to call at 720-439-6715.
