Virtually all business owners recognize that providing the most truly effective customer care feasible for their customers is essential to running a viable business. However it is almost impossible to run a business without occasionally having a dissatisfied customer. It used to be said that for each and every dissatisfied customer you had they'd tell 15 other people.
Well the rules have changed. The net now provides a dissatisfied voice a variety of thousands with an almost endless time limit to express themselves. All anyone has to do is give a business a poor review on Google Places, or Yelp, or Facebook or among the hundreds or even thousands of the directory sites, and that one incident will make your business look bad sending customers running from your own business.
I recently was working with a customer who had exactly this situation. A rare dissatisfied customer had posted an adverse review on his Google Places Page. He knew of the situation so he knew it absolutely was real and not just a competitor's dirty trick. Buy Google Reviews uk What most business owners don't realize is that it's virtually impossible to get a review removed if you don't can prove to Google that somebody else is really playing dirty pool. But this review was real and even although the account of events (as told by the customer) wasn't exactly in line with what my client told me.
As a business owner whenever you get a poor review your initial reaction is always to want setting the record straight. But as we talked I could reveal to my client that there surely is a much better way to take care of it. You see Google gives the business enterprise owner a rebuttal space right below the review. How you handle that rebuttal often means the difference between getting more customers and not.
It could mean eating a drumstick of crow, but it is worth it to make sure the bad review does not do the damage mcdougal had in mind.
What we did was to acknowledge that the bad situation did occur. Within our case the complaint was of a late delivery. Even although the customer had actually given the wrong address over the telephone, we did not say that. What we said was that we strive to make sure we get accurate information, but in cases like this something had gone wrong. We apologized to the customer for that.
Then we took the key step to correcting this situation. We offered a substantial discount to the customer if they'd come in and give us another possiblity to prove our capabilities.
To my knowledge that customer never took my client on his offer. But what we accomplished with this type of rebuttal was a chance to tell other potential clients these reasons for having us.
We care enough to answer the complaint.
We're tuned in to our customers.
We take responsibility for the actions (even though anyone reading between the lines would recognize the customer had some culpability in the delay).
If things go south we try to create them right.
We took the high road within our response.
That is one way to handle a poor review, but listed here is another way.
Get your satisfied customers to go in and crowd out the bad review. For Google places just a few long winded reviews will push the bad review beneath the fold (off the page).
Finally another way to deal with them is to create it right with the customer. Do whatever it will take to get them to turn that bad review right into a good one. But see actually that's the thing. You can't go in and revise your reviews. Once they are there...they are there. What you can do is always to go in and give an updated review. When you have a satisfied customer that's what you want to question them to do; to offer a revised version of their experience together with your company with a fresh review.
In the event that you are likely to be in business these days you need to watch on your web reputation. You can't turn a blind eye, because potential customers are seeking you and finding you. It does not take much to have them proceed to your competition. How you handle bad reviews can be killer crucial that you your bottom line.
Bob Wadley is definitely an entrepreneur - web designer - SEO specialist - real estate investor. Bob could be the principal owner of SEO Spider Master LLC which can be an internet marketing firm specializing in assisting business owners out perform their competition on the internet.
