Managing Your Online Reputation
March 28, 2018
Some clients have asked us about the unfortunate circumstance of what they should do if they receive a negative review as this can really impact a businesses reputation online. I recommend setting yourself up on Google Alerts as this will send you a notification every time your business is mentioned online so you can take a proactive approach to online reputation management. This way you now when reviews both bad or good are being left and it gives you a head start in dealing with the review correctly.
It may be understandable to be disappointed or angry when you read a negative review. Your first instinct might be to contact the review platform and request that they take down the review. But Instead of allowing your emotions to cause you to react, take a deep breath, and deal with negative online reviews like you would with any general criticism.
Treat the negative review as a conversation where you have to go in, diffuse the situation, offer a way to make up for whatever their dissatisfaction was, and of course, end with highlighting any positive there may be and point to more positive reviews and ratings. A lot of potential customers will feel reviews are more authentic when there’s a couple of bad or mediocre reviews amongst your five star ratings as opposed to seeing every single review as five stars.
Bad reviews are also in some ways constructive feedback and they could lead to staff and management discussing ways to improve their business so they can minimize the chance of a bad review occurring again.
We hope you found this useful - If you have any more questions on this or Google Alert, feel free to drop us a mail @ firstname.lastname@example.org