Have you ever googled a company to see what their online reviews are before you give them your business? With the internet being a finger touch away on any smart phone, having a bad review on websites such as google, yelp, yahoo etc. can potentially have a negative impact on your business.
There are ways however, to overcome those reviews. Respond to them! Responding to those reviews must to be done in a tactful manner, and extreme caution must be given to ensure that you don’t further the potential damage that has been done by a bad review.
One of the more common reactions from business owners when they see a negative review is, “How can I get that removed?” The quick answer to that is, in most cases you can’t. One of the few instances where google will remove posts is if they contain inappropriate language or have malicious intent.
The next question often asked once a business owner discovers that a negative post can’t just be removed is, “How do I respond to this?” I want to start by saying that RESPONSE is completely the correct reaction. By responding to a negative review, you show that you care, and you get a chance to tell your side of the story. When responding to the bad experience – apologize and ask to take the conversation between you and the disgruntled customer off line. Be careful to not dive too deep into the details of the particular situation on line for everyone to see.
Have you let someone go recently? Other bad reviews often come from disgruntled employees. They may try to hurt your business because they feel as though they were wronged. It is important to respond to these reviews as well. However I would recommend you don’t necessarily reveal their identity as a former employee. Most importantly in this situation is NEVER get into an online argument. By responding professionally and keeping details out of the response you show readers that you run an ethical business and care.
Whether it’s an unsatisfied customer or a disgruntled former employee, be sure to keep your response professional. By doing so you keep yourself on the high road and show that your company cares about your customers’ happiness and satisfaction. We are all human and mistakes happen. But the key is owning up to the mistake and saying you’re truly sorry.
About the author: Autumn Edmiston is the CEO and owner of the Edmiston Group. The Edmiston Group is a multifaceted Pittsburgh based marketing consulting firm providing senior level marketing management services to businesses and non-profit organizations on a short or long term basis. Core areas of service are business development, marketing, strategic planning and public relations. The Edmiston Group has consistently delivered and implemented real-world, proven business marketing ideas and strategies for business growth.