Maintaining a reputable online presence is not an easy task. Sometimes we have to deal with really dissatisfied customers. It becomes even more challenging when they leave you a review on an online public platform. Dealing with critical reviews is itself a skill and big brands even have separate public relations (PR) departments to handle these types of situations. In today’s blog, we will talk about how you can respond to bad reviews while still maintaining the company’s reputation. Let’s dive into it…
Read Thoroughly Before Responding
The first thing to consider, it’s not just about the person who wrote that review. There are hundreds of other visitors who are going through it. So, respond in a way that other readers can have a good feeling about you. If it’s your mistake, just accept it and provide an alternative instead of giving accuses.
With each response you post, you build up your company’s reputation. Therefore, consider the impression you would convey if you only ever responded to people who complained. That indicates that you are in triage mode or attempting to lessen a bad impression. You should be expressing gratitude to your devoted clients in order to promote long-term business. Customers will notice an obvious omission if you’re not doing it.
Pinpoint The Most Common Problems
You build up enough review content as a business owner throughout the time that gives you extremely detailed information regarding where you’re looking strong and where not so well—so you can learn from it or enhance the client experience. In essence, it is a free source of knowledge. For essentially the same input that you currently receive, companies invest millions of dollars executing customer surveys.
Read a lot of reviews, take note of what’s popular, and prepare comments for the typical good and critical review types. For each of these typical subjects, you might wish to have two or three distinct responses with slightly varied wording. Leave some fields empty so that you can customize this template when using it. Never forget to highlight a particular aspect of whatever they discussed in their evaluation.
Once more, you’re reacting to the details rather than the overall situation. If you use the template more than once, you might want to change the text a little. If you choose the right template, 80% of the work is already done for you; however, you still need to fill in specific information to make the response feel more unique to the reader and avoid sounding impersonal.
Ask Questions if There is Any Confusion
Customers are not compensated for their ratings, and some will concentrate more on leaving a bad review than on describing their issue with your business. It’s possible to come across reviews like this one where it’s difficult to identify the customer’s issue.
We must collect additional details from the client in order to properly reply to feedback. This will open a constructive conversation that will enable us to identify the customer’s roadblock. Knowing the issue allows us to propose a solution.
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