One day it hits you as you look over your customers standing in line…willing to wait for your services and products. You have achieved what you set out to accomplish, a successful business. Thats why nothing is more frustrating to a business owner than when bad reviews are posted online. As business owners we work tirelessly day after day trying to satisfy our customers. Unfortunately you can’t please everyone all the time. So when it does happen, how can you go about fixing bad reviews?
Research Bad Reviews
First before you get too upset, see what facts you can collect to understand what caused the issue. Was there a situation you were aware of? Was there a known problem? What exactly are they upset about? Could there simply be a misunderstanding? We have had clients receive reviews about items that were not even theirs, a bad review for the wrong company! You see, trying to understand the review from the viewpoint of your customer is important. You need to get to the bottom of the problem and fix it. What you don’t want happing is different people post similar bad reviews.
Identify the Reviewer
Once you have as much information as you can collect about the review, try to identify the reviewer. Most websites make is virtually impossible to remove or change a bad review. Think about it, if you were able to change reviews about your company without fixing or addressing the problem, would any review be credible? Now, the person that posted the review, they CAN go about fixing bad reviews relatively easy. Reach out to the customer that posted the review and work with them. What can you do to earn back their trust, or let them know that you care about your customers? Even if you can’t remove the bad review, you can still turn these into positive. If the site you have been reviewed on allows you to post a reply or explanation do so with caution. Don’t blame someone else, take responsibility and explain how you fixed or attempted to fix the situation.
Monitor Reviews Daily
The worst that can happen with bad reviews is not knowing about them until they start affecting your business. On a daily basis you need to be reviewing your business online. Many of our new clients ask how is this possible, I’m trying to run a business. We tell them not to worry. Included in all our packages are review monitoring. We will go through the internet and set up your business into our proprietary monitoring system. When you get a review that needs your attention, we’ll let you know. You can’t pay us to fix reviews, in fact you should never pay anyone to fix reviews, because it doesn’t work like that. You as the business owner needs to get to the bottom of the issue and get resolved. Honesty and humility and traits of a successful business owner.
Red 3 Media
Red 3 Media is recognized as an industry leader in online advertising including mobile advertising, SEO, branding and Pay Per Click. With over 20 years of real world experience our comprehensive digital marketing solutions bring measurable results to our clients. So if you are frustrated with managing your advertising in house, or your current advertising company is not performing to your expectations, reach out to us. Contact us online or by phone at (877) 509-RED3.
