No experienced business owner is a stranger to a bad online review. All it takes is one bad review to bring down your rating.
Unfortunately, on customer review sites like TripAdvisor and Yelp, you can’t delete unfavorable comments. In order to make a comeback and improve your company’s online reputation, you’ll need to strategically make moves that bring your rating back up.
Whether you’re one of those businesses trying to make a comeback from bad reviews or you’re starting from scratch, use this guide to boost your online street cred.
Be Straight With Your Customers
It’s vital that before you give your customer a product or provide them with service, that you break down exactly what they can expect from the beginning. Explain the benefits of the services you provide as opposed to the competition, yet also highlight anything which may be considered a negative catch.
When there is no grey area about the kind of results and products they’re going to receive from you, then there’s no room for them getting upset.
Encourage Your Customers To Leave Reviews
Even if you have a few bad reviews online, it’s important to know that having no reviews is just as bad. Not all hope is lost as far as making it back to a satisfactory score.
Unfortunately, not everyone is going to be happy all the time whether it’s at your place of business or in your personal relationships outside of the job. It’s just the way the cookie crumbles.
Therefore, in order to balance out the negative, be sure to encourage your customers to leave reviews if they’ve had a positive experience. Some businesses even offer an incentive if you leave a review. It’s up to you how you want to proceed.
Increase Your Online Visibility
You can’t only rely on Yelp or TripAdvisor for people to find out about you. You should be on as many platforms as possible. Be sure that your business is listed on Facebook and Instagram as well. One site will not be enough and won’t be the final say in your reputation.
This may be comforting to hear if you’re only dealing with bad reviews on a single platform. Get your profile going on several more platforms and work hard to get a strong rating. As a result, people will be much more forgiving about that single bad review.
Ask Customers To Mention You On Social Media
When you ask your customers to review you, be sure also to ask them to upload photos of them using your products. It’s a fantastic way to get your brand out there in an organic and authentic way.
Respond Publicly To Negative Reviews
Rather than posting a generic response such as “send us a private message, and we’ll get back to you!” which instantly reads to customers as you trying to avert attention to your bad review, respond to the issue outright. Customers will appreciate your honesty.
It’s important not to be overly defensive; however, if the customer is in the wrong, it’s important to win your argument in a tasteful, polite, yet firm way.