Imagine a place where you can say whatever you want to anyone that you want. Online, this is a reality that many people take advantage of. As a company, it’s great to publicly receive praise and support, but it can be devastating to be publicly humiliated by an angry customer blowing off steam.
It’s natural that you want to delete these comments and reviews, but there are better ways to try and save face online.
You might think that the best way to deal with the situation is by ignoring the negative comments online, but you should never leave a negative review hanging. Customers who see that a brand has responded and interacted with customers online are 105% more likely to make a purchase. This is because communication shows that you are friendly, transparent, and willing to help in a time of need. Customers are more likely to trust a company that will communicate with them.
Take The High Road
When someone crosses you, what is your initial reaction? While you might be offended, don’t let that make you defensive. Be polite in your response. Remember, your response is public and current customers and potential customers can see it now and will be able to see it in the months to come. Make it a good representation of your brand. Apologize, offer a solution and ask them to give you a call or email. As long as you are personable and actively try to remedy the situation, you’ll come out on top.
Stay True to Your Word
Don’t promise something that you might not be able to deliver to your customers. MarketingProfs shared this article which says, “Trustworthiness is the most important attribute for any business to maintain. Most frustrations will result from customers not receiving the service they expect, and those expectations will often relate back to promises that a company failed to uphold.”
If you deliver what you promised, you’ll be able to generate trust, which will help build a positive online reputation for your business.
Don’t Belittle Your Competition
You should never slander your competition online! If you can’t say something nice about them, say nothing at all. If you want your brand to carry a good reputation with it, just avoid that kind of negativity altogether.
“Never make negative comments or spread rumors about anyone. It depreciates their reputation and yours.” Brian Koslow
You should make sure that you are consistent across all social platforms. Don’t do all of your communicating on twitter, if your customers are trying to communicate with you on another platform like Google or Facebook. Make sense?
Be sure that you are responding to comments and reviews no matter where they are posted. Being present and engaging with your customers will go a long way toward building a lasting relationship.
Review management can be difficult to do when you have a presence on several different business reviews sites. Use an online reputation management platform to help you keep track of your reviews on all the sites you need.
Podium Helps Businesses Manage Online Review Sites
Request a demo to see how Podium’s cloud-based solution can help your business use text messages to invite your happiest customers to review your business. Podium’s efficient, mobile process can help your business collect 15x more reviews than traditional platforms, which in turn will improve local SEO and ultimately boost revenues.