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Reviewing your Reviews for Small Business Owners

Here at Access Credit Management we like to keep up to date with all the latest business practices so that we can provide our readers with the information and advice they can use to ensure that they follow best practice at all times.

 

Modern 21st Century business is digital – it’s out there, it’s online and your website is available to potential customers and clients 23/7, whether you sell online or not.  We’ve already brought you some advice on using Google My Business and why you should list your company in the online business directories.  Today, we’re going to take a look at reviews – one of the latest tools potential customers use when deciding where and from whom to buy.

You may feel that online reviews are a double-edged sword – they are a great way of showcasing your business if the reviews are positive ones coming from happy customers who have been delighted with the products or customer service they received.  However, there is a dark side to online reviews – the negative comments that may shock you at first, leaving you worried that your customers will be driven away.  This is where you come in – you need to respond to your reviews and even turn your liabilities into assets by addressing negative reviews in a positive manner.

GOOD REVIEWS

Respond to all of your good reviews on Google My Business (and other review platforms) and don’t just say “Thank you” and leave it at that.  Address the person by name, thank them for their custom and for going to the trouble of writing a review, adding any relevant information that may show you in a good light.

NEGATIVE REVIEWS

When it comes to negative or bad reviews, the worst thing you could do is ignore them – never leave a bad review unanswered.  However, you need to respond carefully as it can be easy to do more harm than good when answering.  Here are some points to remember when it comes to responding to negative reviews:

·         Be polite and calm with your response.  Address the person by name.

·         Try to move the conversation out of public view if at all possible by giving contact details and asking the reviewer to get in touch to address the problem they’ve experienced. 

·         Use a phrase such as “I’m very sorry that you’ve had an unsatisfactory experience with our business/product – I’d like to communicate with you direct in order to resolve the matter for you”.

·         Provide the contact details necessary for the reviewer to get in touch and do all in your power to resolve the problem – whether this is a refund, replacement or compensation of some sort.

·         Once the matter has been resolved to the customer’s satisfaction, ask if they would be willing to amend their review to include your efforts to resolve the matter.

 

No business owner likes to receive negative reviews, but if you address the matter immediately and resolve the problem and the customer amends the bad review, then this can actually built trust with future customers who will see that you are willing to follow up on problems and resolve them – that’s part of a good customer service experience.