Tips for Review Management
Online reviews are vital to your business reputation. Nearly 80 percent of people believe such reviews are reliable and trustworthy. Not many consumers these days will make a purchase without consulting some form of online review. That’s why you have to make it a priority to review them on the daily.
Check out these four tips for managing online reviews of your business.
1. Proactively Request Feedback
Take your pick of platforms to engage with your customers and ask for feedback, whether that’s through social media, text or email. In return, the customer can leave comments, and based on the answers they give, you have two courses of action to take. If the feedback is negative, respond quickly and positively to turn the situation around. Acknowledge their problem and offer a sincere apology. If the review is positive, reply to let them know you’re happy they’re happy!
2. Respond to Every Review
Most business owners are scared of negative reviews and will avoid them at all costs. This is never advisable. It’s best to face them head on than ignore them. Most people who leave a negative review just want to be heard and acknowledged, and will often change their opinion of your business if given the chance.
Plus, others will see that you are reaching out in a positive manner and they will be impacted too. It shows good character to accept your flaws and make amends. Responding to a negative review will give you a chance to minimize the damage that may have been done.
Respond to every review and respond quickly in order to mitigate reputational damage or additional negative reviews.
3. Keep it Professional
It’s never a good idea to argue with a person who has left a negative review. It’s easy to get offended and become defensive in the face of a bad review, especially if you know it’s unfounded. This can breed hostility in your response, so be careful of how you approach the matter.
If you can, determine a solution to the problem and offer up a remedy rather than an excuse. It’s wise to show empathy for the reviewer’s complaint in an effort to defuse the situation and turn it into an opportunity to convert them into a loyal customer.
4. Track Your Reviews
Set up daily reminders so you remember to check your reviews and respond if necessary. Check all platforms such as Google Reviews, Yelp, Glassdoor, and all your social media pages. With reviews being one of the first things that pops up about a company on a Google search, you want to be dedicated to tracking and managing them on an ongoing basis.
You can also consider using a review management service like Boost Reviews that can help you track and manage all your online reviews in one place. Ingenious! Get in touch today to learn how we can help you get real reviews from real customers.