Almost all business owners realize that providing the utmost effective customer service easy for their customers is important to running a practical business. However it's almost impossible to run a small business without occasionally having a dissatisfied customer. It was once stated that for every dissatisfied customer you had they'd tell 15 other people.
Well the guidelines have changed. The internet now gives a dissatisfied voice a range of thousands with a nearly endless time limit expressing themselves. All anyone has to accomplish is give a small business a bad review on Google Places, or Yelp, or Facebook or one of many hundreds or even a large number of the directory sites, and that certain incident can make your business look bad sending customers running from your business.
I recently was working together with a consumer who'd exactly this situation. A rare 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 really a competitor's dirty trick. What most business owners do not realize is it is virtually impossible to get a review removed unless you can prove to Google that some body else in fact is playing dirty pool. But this review was real and even though the account of events (as told by the customer) was not exactly in line with what my client told me https://www.webhelpz.com/.
As a small business owner when you get a bad review your initial reaction is always to want setting the record straight. But as we talked I was able to explain to my client that there surely is a much better way to take care of it. You see Google gives the company owner a rebuttal space right below the review. The manner in which you handle that rebuttal often means the difference between getting more customers and not.
It would mean eating a drumstick of crow, but it's worthwhile to be sure the bad review doesn't do the damage mcdougal had in mind.
What we did was to acknowledge that a bad situation did occur. Inside our case the complaint was about a late delivery. Even though the customer had actually given the incorrect address over the phone, we didn't say that. What we said was that individuals strive to be sure we get accurate information, but in this case something had opted wrong. We apologized to the consumer for that.
Then we took the important thing step to correcting this situation. We offered a significant discount to the consumer if they'd come in and give us another possiblity to prove our capabilities.
To my knowledge that customer never took my client on his offer. But what we accomplished with this type of rebuttal was an opportunity to tell other potential clients these reasons for having us.
We care enough to answer the complaint.
We're tuned in to our customers.
We take responsibility for the actions (even though anyone reading involving the lines would recognize the consumer had some culpability in the delay).
If things lose their freshness we try to create them right.
We took the high road inside our response.
That is one method to handle a bad review, but listed here is 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 deal with them is to create it right with the customer. Do whatever it requires 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 certainly can do is always to go in and give an updated review. Once you've a happy customer that is what you would like to inquire further to accomplish; to offer a revised version of the experience together with your company with a new review.
If you are going to take business these days you need to watch on your internet reputation. You can't turn a blind eye, because potential customers are seeking you and finding you. It doesn't take much to have them move on to your competition. The manner in which you handle bad reviews may be killer very important to 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 is a web marketing firm specializing in helping small business owners out perform their competition on the internet.