Online Reviews: Communication is Key To Success
In our day and age, and as the proud owner of a business, you should be used to the fact that customers will review the service you have provided them with. One thing that isn’t quite clear is how you should respond to these reviews. This a pressing question that you do need to ask yourself because it can make or break your online reputation.
It is a much easier situation to respond to positive reviews than those that are less than favorable. For those of you who aren’t quite sure about how to properly respond to negative reviews, there are some tips you can follow in order to take it all in your stride. Our team here at CI Web Group has taken the time to help you embrace this daily business ritual. Customer feedback is always important but how you react may be even more so.
Valuable HVAC, Plumbing, Electrical Facebook, Google, Online Reviews
The internet has completely changed the way that customers interact with HVAC and Plumbing companies. While in the past, person to person and word of mouth reviews were how your business was advertised, today the scenario is very different. Yes, word of mouth reviews do still make up a percentage of referrals, most customers now rely on online reviews to get their hands on the information they need. It is vitally important that your online reviews reflect your business accurately. If they don’t, you need to find ways to remedy that. Reviews are far more valuable than you may think. It is these very words written by your customers that have a huge impact on your SEO, the visibility of your website and the ability you have to convert leads to sales. Handle negative reviews with grace and see your business boom.
Get a Handle on The Good, The Bad and The Ugly
Positive reviews about your business may leave you feeling as proud as punch, however, they do need to be given some attention by you. It is important to show those customers who have taken time to write a sparkling review about your service some appreciation. Let your customer know that you are grateful for their support and their positive words. Keep your responses personal wherever you can. If the name is available, use it and make the connection with your customers. When responding to a positive review, remember that every opportunity is one to market your business. Include your service area, services offered and telephone number. Make it easy for future customers to find you.
On the opposite side of the spectrum, negative reviews are never nice to read. These require a lot of care when formulating a response. The task at hand may be a daunting one, but is definitely necessary. When you can’t do much but keep on staring a bad review in the face, keep your composure and stay calm. Don’t respond rashly but rather take the time to collect yourself before diving in. Responding to negativity requires a cool head. Gather all the information you require for a response that can turn the tides. Whether the review is a good or bad one, always thank your customer for taking the time to share their experience. Although negative reviews are unpleasant, they do have a positive side even if it is only bringing your attention to a shortfall in certain service areas.
The easiest thing in the world is to lash out at a customer who has been harsh, however, take the time to ensure that you are only addressing the issues at hand. This isn’t a personal attack on you. Make the changes and progress towards righting the wrongs. Don’t ever ask a customer to remove a review to avoid having to face reality or adapt and change to improve. If the review is really baseless, there are ways to have a review taken down without confrontation with the customer.
Make sure to make giving additional contact details a habit to any customer, even those that give negative reviews; your address, service areas, email, website and telephone numbers. This opens the channels of communication for you to rectify the wrongs.
Take Something Positive From Every Communication
Yes, responding to a negative review is not an easy thing to do but it is something that is vital in maintaining your reputation in the online realm. Consider the tips offered up and responding will seem that much easier to manage. Over time you will find your own voice in handling these negative situations.
If you need help in increasing and managing your online reviews, reach out to our team today.