OK, ok before you freak out you have to remember that no business is perfect. Every business from time to time has an unhappy customer or client. It’s how you handle their expectations and resolve any negative comments. This will prove to the world that not only are you willing to face a difficult situation, but that also willing to work with a customer.
So what if the negative reviews are showing up on the first page of the search engines? WHAT!? Really!?
Yes, there are instances where negative reviews can be published on multiple review sites and since they are the “big guys” such as Yelp, Merchant Circle, social networks, etc., you need to find a way to restore your reputation. Now, how do you do that?
- If your review is on a site such as Google+, Facebook, Twitter, Yelp, Trip Advisor, etc. post a response to the reviewer by FIRST AND FOREMOST thanking them for taking their time to post their thoughts. (Remember, if they spent the time to post a review they either had to have an account to do so, and are passionate about their feelings);
- Secondly, address their comments in a positive way;
- Next, offer a resolution. No, it’s not expected you offer them a free “FILL IN THE BLANK”. Perhaps offering some friendly advice on how to resolve the issue will go a long way. It may or may not convert the reviewer back into a glowing customer, but it will diffuse the issue and show the public you’re willing to go that extra mile.
Now, if you find yourself with negative reviews showing up high in the rankings, one of the most important thing to do is to create AMAZING content and get it out there.
- Create pages that contain content explaining your policies
- How about a page or blog post outlining a case study that can also serve as a rebuttal to the negative review
- Ooo, how about a page that yo push the features, benefits, the all around perfection of your company or service?