Nov
1
Google Places: How to Respond to Bad Reviews
One of the most urgent questions I am getting from prospective clients is about how to provide a response to a bad review on Google Places. Today I’d like to share with you 6 successful business concepts on the way to comment suitably to a review that you don’t like.
Views vary on the power or effect of bad reviews with some suggesting that 1 in 3 make a decision to deal with you based on reviews, while others say the % is much higher. In both cases, the entrepreneur or CEO must concentrate on the online reviews they are getting or sit and ask why they’re not getting more customers.
So let’s go thru the successful business ideas I have for you on handling reviews.
1) First, I’d say to be calm. There is not any drawback to treating an angry customer with unusual kindness. The most vital words you are able to say (or write in this case) is “I understand that something we’ve done has upset you”. This phrase will communicate clearly that you care about your clients feelings.
2) Don’t take the comments personally or respond to them personally. They’re commenting about their experience with your business, so seek to address the experience they had and keep going. Also remember that when you answer, your post is public and everyone can see it.
3) Remember that feedback is useful. If you didn’t get informed about a bad experience it’d be hard to identify areas to improve your business’s interactions with customers. If you have made changes or improvements based on negative feedback, let the reviewer (and everyone else who reads it know).
4) Keep your response short and to the point. The reviewer wants to know they’ve been heard. Future clients like to know you’re listening and engaging with paying customers. You do not require a lot of words for that message to come thru.
5) Thank people for taking time to review. If they are posting about a good experience, thank them for sharing. If the review is negative, thank them for bringing it to your attention so you have the opportunity to address and resolve the issue.
6) Be a friend. Remember that people conduct business with people they know, like and trust. Google Places reviews is powerful in the way it permits you to build relationships with your customers. Do this well and they’ll be a friend and buyer for many years to come.
Scott A Dennison is the founder and Manages Florida Inbound Marketing – a Tampa Bay based SEO and small business marketing services firm that regularly provides clients with top search results. For more ideas on the best way to ramp up your business with Google Places, visit our blog today.
