In each and every business I believe that
there is always either a positive or a negative comment which is important and
should not be ignored. With the current situation, they have even become more
essential to those people owning a local business. As usual, people are always
searching for different businesses and products online, and these reviews must
be there whether we like them or not.
What one should always know is that having
positive reviews and ratings will help you attract traffic to your website.
Here are some reasons why you should react to both positive and negative
reviews online.
First, you need to know that these reviews
always tell you what other people think about your business, about your
products, and the services that you offer, and giving responses to these
reviews will always tell your customers that you care about their opinions. And
with this, your clients will be happy and feel appreciated and creates a good
impact on your company out there. Just try to respond to the reviews because
they help customers gain your trust as you continue working.
Note that when responding to a review you
do not only respond to one person who might have commented but to everyone
outside there. Online reviews should be handled with a lot of good attitude and
grace because all these will determine how people will review your brand.
Which reviews should you respond to?
In responding to these reviews, you need to
be very wise and smart as well. And this does not mean that every single review
deserves a response. According to my research, responding to the negative
reviews is of important than to the positive ones for this will show the
potential clients that you have how mature you handle their problems and give
them solutions towards them.
Consider responding to a positive review
when it is hugely elaborated and has details to look at. Because responding to
positive reviews is always fun, encouraging and also it gives a huge
opportunity to expand your brand wider. Always be genuine and thankful in a
very decent way that will fit your normal way of communicating in business.
The following are some ways that will guide
you in responding to negative reviews.
1. Having a
Plan
2. Keep Calm
3. View the
problem as your own
4. Allow
someone to proofread your response
5. Don't
engage in long discussions
6. Take the
discussion offline
1.Having a plan
These negative comments will at one point
come and you have to be ready for them by having some standard and quality
replies for them and try being careful enough not to repeat the same answer
more than once. Get used to this situation and approach the issue based on how
it is required.
2.Keep calm
I believe that negative reviews do not come
easily in many cases. But it is normal to have different reactions to each and
every negative comment because you also have to check on the tone
I believe that negative reviews do not come
easily in many cases. But it is normal to have a different reaction to
each and every negative comment because you also have to check on the tone of
the reviews. Depending on your mood, you need to relax and take some moments
before responding.
3.View the problem as your
own
For one to make a negative review this
means that maybe they have had a bad experience or anything that did not make
them happy with your business. But in most cases, I would recommend you
to start with apologizing to the customer whether the mistake is yours or from
your college.
Always learn to admit your mistake or your
companies mistake, apologize then try fixing the problem. As you know that no
one is perfect anyone can always make mistakes but the problem comes in
admitting and how to deal with the situation for that will walk you out.
4.Allow someone to proofread
your response
Maybe you would give a response to someone
but the response is so harsh or of disrespect to another which you might not
notice so allow someone also to comment on your response before reaching it out
to the customer.
5.Avoid getting in long
discussions
Lengthy or long discussions always lead to
disagreements at a point or may end up complicating issues so just try to avoid
them. Reply once, or twice if there is a need but not more because it won't
portray a good picture for your brand.
6.Take the discussion
offline
For a client who might have had a bad
experience on your business online and you are in a good position to solve it
always try to contact them outside the review channel. You can request them to
get in touch with your support department and let the situation be solved among
yourselves not online presence.
Summary
As an entrepreneur, you need to be very
wise in giving out responses to both the positive and negative responses
because this will give a great impact on your business.
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