Virtually all business owners realize that providing the most truly effective customer service possible for their customers is important to running a viable business. However it's almost impossible to perform a small business without occasionally having a dissatisfied customer. It was previously stated that for every single dissatisfied customer you had they'd tell 15 other people.
Well the rules have changed. The internet now gives a dissatisfied voice a variety of thousands with an almost endless time limit expressing themselves. All anyone has to complete is give a small business a bad review on Google Places, or Yelp, or Facebook or one of the hundreds or even a large number of the directory sites, and any particular one incident will make your company look bad sending customers running from your own business.
I recently was dealing with a customer who'd exactly this situation. An unusual dissatisfied customer had posted a poor review on his Google Places Page. He knew of the specific situation so he knew it was real and not just a competitor's dirty trick. Buy Google Reviews uk What most business owners don't realize is that it's virtually impossible to get a review removed if you can prove to Google that some one else is really playing dirty pool. But this review was real and even although the account of events (as told by the customer) was not exactly consistent with what my client told me.
As a small business owner when you get a bad review your initial reaction is to want to set the record straight. But as we talked I was able to explain to my client that there is a better way to deal with it. You see Google gives the business owner a rebuttal space right below the review. The way you handle that rebuttal could mean the difference between getting more customers and not.
It will mean eating a drumstick of crow, but it's worthwhile to make sure the bad review doesn't do the damage mcdougal had in mind.
What we did was to acknowledge that the bad situation did occur. Within our case the complaint was of a late delivery. Even although the customer had actually given the wrong address over the telephone, we did not say that. What we said was that individuals strive to make sure we get accurate information, but in cases like this something had opted 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'd come back and give us another opportunity to prove our capabilities.
To my knowledge that customer never took my client on his offer. But what we accomplished with this kind of rebuttal was a chance to tell other potential clients these reasons for having us.
We care enough to answer the complaint.
We're responsive to our customers.
We take responsibility for our actions (even though anyone reading between the lines would recognize the customer had some culpability in the delay).
If things go bad we try to create them right.
We took the high road in our response.
That's one way to deal with a bad review, but here is another way.
Get your satisfied customers to go in and crowd out the bad review. For Google places just a couple of long winded reviews will push the bad review under the fold (off the page).
Finally another way to deal with them is to create it right with the customer. Do whatever it takes to cause them to turn that bad review 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 are able to do is to go in and give an updated review. Once you've a satisfied customer that is what you need to inquire further to complete; to offer a revised version of their experience along with your company with a new review.
If you will take business these days you need to watch on your online reputation. You can't turn a blind eye, because potential customers are searching for you and finding you. It does not take much to possess them move on to your competition. The way you deal with bad reviews could be killer important to your bottom line.
Bob Wadley is definitely an entrepreneur - web designer - SEO specialist - property investor. Bob is the principal owner of SEO Spider Master LLC which can be a net marketing firm specializing in assisting business owners out perform their competition on the internet.
