It is more common for people to share negative information than positive info. This is why it is so important to maintain a careful watch on online social media forums, blogs, review sites and your own website to keep the negativity from snowballing. Vigilant reputation management ensures that you can control all feedback and stop problems before they escalate.
There are three simple steps to address unfavorable comments about your business:
- Before you respond in anger, especially to an unwarranted criticism, analyze the situation. Although it is quite frustrating, realize that this is not a personal attack. Determine where the issue lies and ask questions, if necessary, to be certain that you understand the writer’s point-of-view.
- Even if you feel that the assessment is not accurate, it is important to draft a response. Any opportunity for improvement should be welcomed. Apologize for the less than satisfactory experience and offer a heartfelt explanation that does not include the words “policy” or “procedure.”
- Propose a resolution and be sure to follow through. If needed, you can even offer some sort of incentive for the customer like a discount on a future purchase or service or other sign of good will.
Customers will be much more likely to continue patronizing your business after a quick response to their negative comments. It is also an indication that you care about them and appreciate their feedback.
To help you effectively maintain a favorable online status, contact Top Review Tracking for a state-of-the-art reputation management system. Sign up for a free 30-day trial to see for yourself just how well it works!