Almost all business owners understand that providing the very best customer service possible for their customers is essential to managing a viable business. However it buy google reviews is nearly impossible to run a business without occasionally having a unhappy customer. It used to be said that for every unhappy customer you possessed they would tell 15 other people.
Well the foundations have changed. The internet now provides a unhappy voice a range of thousands with an endless time limit to express themselves. All anyone has to do is give a business a bad review on Google Places, or Yelp, or Facebook or one of the hundreds if not thousands of the directory sites, and that one incident can make your business look bad sending customers running from your business.
I just was working with litigant who had exactly this case. A rare unhappy customer had posted a poor review on his Google Places Page. He knew of the situation so he knew it was real and not a competitor’s dirty trick. What most business owners don’t realize is that it is virtually impossible to get a review removed if you do not can encourage Google that some one 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 laughed and said.
As a business owner when you get a bad review your initial reaction is to want to set the record straight. But even as talked I could show my client that there is an easier way to handle it. You see Google provides the business owner a rebuttal space right below the review. How you handle that rebuttal can indicate the difference between getting more customers and not.
It might mean eating a drumstick of crow, but it is worth it to make sure the bad review does not do the damage the writer had in mind.
What we did was to acknowledge that a bad situation did occur. In our case the criticism was about a late delivery. Even though the customer had actually given the wrong address over the phone, we did not say that. What we said was that we strive to make sure we get accurate information, but in this case something choose to go wrong. We apologized to the customer for that.
Then we took the key step to repairing this case. We offered a significant discount to the customer if they would come back in 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 an opportunity to tell other potential clients these things about us.
We care enough to answer the criticism.
We are alert to our customers.
We take responsibility for our actions (even though anyone reading between the lines would recognize the customer had some culpability in the delay).
If things go south we try to make them right.
We took the high road in our response.
That is one way to deal with a bad review, but here is another way.
Get your satisfied customers to go in and crowd out the bad review. For Google places one or two hours long winded reviews will push the bad review under the collapse (off the page).
Finally another way to deal with them is to make it right with the customer. Do anything to cause them to turn that bad review into a good one. But see actually that is the thing. You can’t go in and modify your reviews. Once they are there… they are there. You skill is to go in and give an updated review. Once you have a satisfied customer that is what you want to ask them to do; to give a revised version of their experience with your company with a new review.
If you are going to be in business these days you really have to keep an eye on your online reputation. You can’t turn a impaired eye, because potential customers are looking for you and finding you. It does not take much to have them move on to your competition. How you deal with bad reviews can be killer important to your bottom line.
Bob Wadley is an entrepreneur — web design service — SEO specialist — real estate investor. Bob is the principal owner of SEO Spider Master LLC which is an internet marketing firm devoted to helping small enterprises out perform their competition on the internet.