Would you lend someone your
car for the weekend if they have a reputation of being involved in
road accidents? Of course not, right?
That
simple exercise highlights the importance of maintaining a
good reputation. This is further emphasised once you realise that
90 percent of consumers claim that positive online reviews help them
decide to patronise a business. So what do you do if you’ve
recently received a negative review? Here are a few tips:
Don’t lash out
It is
incredibly tempting to do so, but lashing out is the last thing you
want to do. Lashing out at the one who wrote the review will only
make your business look petty, which can easily dissuade future
customers from doing business with you.
Reach out and fix the
problem instead
Of course, this doesn’t
mean you should choose to ignore it. Make a conscious and visible
effort to resolve the problem. Doing so projects an image of genuine
concern for customer satisfaction.
Inform the site the issue
has been resolved
Once an
issue has been resolved, be sure to inform the review site. Many
sites will update the negative review by claiming it has been
resolved. Some sites will also post what steps you took to resolve
the matter.
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