Risk of Leaving a Negative Review on Google
Recently, we published an article looking at how you tin can get more Google Reviews to boost your brand's reputation and attract more customers. It tin experience like a disaster when the first negative review rolls in but this is all a natural part of the process and nothing to fearfulness. In this article, nosotros're going to look at how to handle negative reviews and how you can use them to actually ameliorate your make epitome.
Higher up all, don't panic
When y'all've put months of careful planning into getting more reviews from customers, information technology tin really hurt when someone decides to leave something negative. This is especially truthful in the early days when y'all haven't got a lot of reviews to your name and one bad review drags your average score correct downward.
The all-time affair you can do to reduce the risk of getting bad reviews is to make certain your services are as good as they can be. Y'all can't complain when people leave negative feedback if you've failed to meet reasonable expectations.
No matter how good your services are, though, you're always going to get the odd customer that can't be pleased. You're also going to accept moments when you fail to meet your usual standards. Possibly your supplier lets you downward, you're short-staffed for the twenty-four hours or someone merely makes an honest fault.
These things happen and they increase your risk of getting negative feedback – something y'all have to take in modern concern. Likewise proceed in mind that people are more likely to leave a negative review when they're unhappy with a service than they are to exit a positive one when they're happy.
Just what do you really do when negative reviews start to crop upwards?
How to deal with negative reviews
When you go any kind of negative review, the important affair is to human activity rapidly and calmly. Continue on top of your reviews and have a organization in identify where your customer support team gets notifications when negative feedback occurs. Likewise, exist sure to have a solid process in place for the necessary team to handle complaints and resolve disputes.
Here are the key steps to follow:
- Evaluate the review
- Confirm it's genuine
- Reply speedily
- Resolve the issue
- Inform customers they tin change their review score once the issue is resolved
We'll run through each of these points in more than item in a moment, but let's just reinforce that last step. With Google Reviews your customers are able to edit their review score after you've dealt with their issue, which means you can literally plough negative feedback into a positive event.
Stay calm, keep things polite and patiently work your way through these five steps.
Step #1: Evaluate your negative review
Ideally, y'all desire to evaluate every negative review one past one. This shouldn't exist a problem for a pocket-sized business, unless y'all're doing something to upset a large section of your client base.
The faster you can evaluate negative reviews, the ameliorate, so immediately create this as a customer service case and assign it to the relevant person. An result with your product is completely different from a problem experience with the commitment process, for case. Make sure your negative reviews are assigned to the right department speedily and then yous can work on resolving the event as soon every bit possible.
Pace #two: Confirm your negative review is genuine
Fake Google Reviews are sadly quite common and you need to protect your review score from being sabotaged. If you cease upwardly with a fake review, you tin flag it for removal simply you need to exist able to spot the fake reviews from the genuine before you tin do this. Usually, simulated reviews are so obvious you'll be able to spot them right away, simply things aren't e'er so like shooting fish in a barrel.
The first thing you demand to do is confirm that whoever has left your negative review on Google was a genuine customer. With Google Reviews yous tin answer directly to customers who exit a review in order to try and resolve the state of affairs. But this likewise gives you the take chances to enquire reviewers for their customer number to confirm they genuinely bought from you in the commencement identify.
If yous become a valid client number, you know this is 18-carat. If you don't, then you'll have to dig a picayune deeper to plant whether this review is genuine or not. Check the review they've left again, look at other reviews they've left elsewhere. You'll often observe accounts leave similar reviews for multiple businesses over a brusk catamenia of time. A profile of generic negative reviews left over a short time-frame is plenty to flag your negative review as fake.
Pace #3: Reply to your negative review
If possible, try to ensure the same person deals with each dispute all the way through to show customers they're being treated as a priority.
Show your customers that a real person is dealing with their concern and try to create a personal connexion during the resolution process. People desire to know your staff genuinely care about their issues and are happy to have steps to better the feel for them. Resolving concerns in a friendly, personal manner shows your customers that you treat them as individuals, not just another number. It also increases the likelihood of them editing their review score if they develop some kind of rapport with the person who handled their dispute.
Step #4: Resolve the issue in your negative review
No matter how fast and polite your responses are, this is what it all comes down to. If y'all can't leave customers feeling similar their issue was resolved then you've probably got a permanent negative review on your hands. Sometimes, this will exist unavoidable but it'due south important yous accept a clear process in identify for resolving various types of issues.
Process is of import here too, because customers desire to feel like there'south nothing more yous could have washed to fix things for them. If someone ends up with a faulty product, there's a practiced chance they'll take this kind of thing happens sometimes – equally long as you tin can get a replacement out to them as soon equally possible.
Any kind of delay suggests you're non going the distance to resolve something that never should have happened in the first place.
It also helps to give customers a little something extra to make up for the inconvenience. Even a fairly modest coupon or free souvenir could be the extra affect information technology takes to make people feel like y'all're really looking after them.
Step #5: Inquire customers to modify their review score
If all has gone to plan and you've successfully resolved the issue in your negative review, at present is the fourth dimension to inquire your client to rethink their review score. You might have to test out a few unlike approaches for this and you may observe dissimilar tactics work for different types of client bug.
The best advice we can give here is not to automate this pace. The whole signal of having one rep handle individual customer cases throughout is to establish a personal connection. People are far more probable to alter their initial review score if they feel like someone has gone the altitude to address their concerns.
Negative reviews are never overnice but it'due south how you deal with them that counts. In fact, various studies have institute that brands that deal with negative reviews finer actually benefit from the negative feedback they receive. It gives you a run a risk to demonstrate your epic customer service skills, highlight whatever recurring bug that should be stock-still and plough an otherwise unsatisfactory customer feel into something positive.
Remember, information technology's not only about the initial sale. It'due south about turning customers into repeat buyers and showing new potential customers that yours is the kind of business organisation that'll look after them.
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Source: https://www.vertical-leap.uk/blog/negative-reviews-on-google-my-business/
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