Nearly all business owners realize that providing the most truly effective customer service easy for their customers is vital to running a viable business. However it is nearly impossible to operate a business without occasionally having a dissatisfied customer. It used to be stated that for each dissatisfied customer you had they would tell 15 other people.
Well the principles have changed. The net now provides dissatisfied voice a selection of thousands with an almost endless time limit expressing themselves. All anyone has to do is give a business a bad review on Google Places, or Yelp, or Facebook or among the hundreds or even thousands of the directory sites, and this 1 incident could make your company look bad sending customers running from your own business.
I recently was dealing with a customer who had exactly this situation. An unusual dissatisfied customer had posted a negative review on his Google Places Page. He knew of the problem so he knew it had been real and not really a competitor's dirty trick. Buy Google Reviews uk What most business owners do not realize is that it's virtually impossible to acquire a review removed unless you can prove to Google that some body else really is playing dirty pool. But this review was real and even though the account of events (as told by the customer) wasn't exactly in line with what my client told me.
As a business owner whenever you get a bad review your initial reaction is to want setting the record straight. But even as we talked I surely could explain to my client that there surely is a better way to deal with it. You see Google gives the business enterprise owner a rebuttal space right below the review. The method that you handle that rebuttal often means the difference between getting more customers and not.
It will mean eating a drumstick of crow, but it is worthwhile 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 complaint was of 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 people strive to make sure we get accurate information, but in this case something had gone wrong. We apologized to the customer for that.
Then we took the important thing step to correcting this situation. We offered an important discount to the customer if they would come back and give us another chance 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 a chance to tell other potential clients these things about us.
We care enough to answer the complaint.
We are tuned in 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 lose their freshness we try to make them right.
We took the high road in our response.
That's one way to deal 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 several long winded reviews will push the bad review underneath the fold (off the page).
Finally another way to cope with them is to make it right with the customer. Do whatever it takes to encourage them to turn that bad review right into a good one. But see actually that is the thing. You can't go in and revise your reviews. Once they are there...they are there. What you can do is to go in and give an updated review. When you have a satisfied customer that is what you would like to ask them to do; to give a revised version of their experience with your company with a fresh review.
If you are likely to take business these days you really have to watch on your internet reputation. You can't turn a blind eye, because potential customers are searching for you and finding you. It does not take much to have them move ahead to your competition. The method that you deal with bad reviews may be killer vital that you your bottom line.
Bob Wadley can be an entrepreneur - web designer - SEO specialist - real-estate investor. Bob could be the principal owner of SEO Spider Master LLC which will be a web marketing firm specializing in assisting business owners out perform their competition on the internet.
