Nearly all business owners recognize that providing the most truly effective customer care easy for their customers is essential to running a viable business. However it is almost impossible to run a 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 principles have changed. The internet now provides dissatisfied voice a selection of thousands with a nearly endless time limit to express themselves. All anyone has to complete is give a 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 this one incident could make your business look bad sending customers running from your business.
I recently was working together with a client who had exactly this situation. A rare dissatisfied customer had posted an adverse review on his Google Places Page. He knew of the situation so he knew it was real and not really a competitor's dirty trick. Buy Google Reviews uk What most business owners don't realize is that it's virtually impossible to get a review removed if you don't can prove to Google that someone 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 consistent with what my client told me.
As a business owner once you get a bad review your initial reaction is always to want to create the record straight. But as we talked I was able to show my client that there is a much better way to handle it. You see Google gives the business enterprise owner a rebuttal space right below the review. The way you handle that rebuttal could mean the difference between getting more customers and not.
It will mean eating a drumstick of crow, but it is worth it to ensure the bad review does not do the damage mcdougal had in mind.
What we did was to acknowledge that a bad situation did occur. In our case the complaint was in regards to 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 people strive to ensure we get accurate information, but in cases like this something choose to go wrong. We apologized to the customer for that.
Then we took the important thing step to correcting this situation. We offered a substantial discount to the customer if they'd come back and give us another opportunity to prove our capabilities.
To my knowledge that customer never took my client up on his offer. But what we accomplished with this type of rebuttal was a chance to tell other potential clients these reasons for us.
We care enough to answer the complaint.
We're attentive to our customers.
We take responsibility for our actions (even though anyone reading involving the lines would recognize the customer had some culpability in the delay).
If things go bad we try to make them right.
We took the high road within our response.
That's one method to cope with 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 a couple of long winded reviews will push the bad review beneath the fold (off the page).
Finally another way to cope with them is to make it right with the customer. Do whatever it will take to encourage them to turn that bad review in to a good one. But see actually that's the thing. You can't go in and revise your reviews. Once they're there...they are there. What you can do is always to go in and give an updated review. When you have a satisfied customer that's what you want to ask them to complete; to provide a revised version of these experience with your company with a brand new review.
In the event that you are going to be in business these days you need to keep an eye on your internet reputation. You can't turn a blind eye, because potential customers are looking for you and finding you. It does not take much to have them move ahead to your competition. The way you cope with bad reviews can be killer crucial that you your bottom line.
Bob Wadley can be an entrepreneur - web designer - SEO specialist - property investor. Bob may be the principal owner of SEO Spider Master LLC which is a web marketing firm specializing in helping business owners out perform their competition on the internet.
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