A good reputation is critical for any business. Consumers are constantly doing online research - now more than ever - about businesses and their products before they decide where to invest their money.
Whether it’s checking out a new place to eat or inquiring about a home builder's reputation, online reviews influence how people spend money in every industry. Good reviews not only entice consumers to check-out a business, they also help influence search engine rankings and improve conversions.
Negative or unfavorable reviews and comments on Google, Facebook, Yelp, TripAdvisor, Angie’s List, Foursquare and other social media platforms can do serious PR damage to an existing brand or product. Any company, no matter how large or small, can feel the painful impact, both emotionally and financially, of bad reviews.
Unfortunately, receiving a bad review is inevitable in a world full of critics, so it is important to manage positive and negative reviews effectively. If your business does get hit with negative feedback - fairly or unfairly - you must respond. A bad review is not the issue; it is the result of a problem within your business or a consumer’s misperception. The real issue is whatever happened between your customer and your business that created a negative result.
When a reviewer says something negative about your business, you have the opportunity to excel at customer service and turn a negative experience into a positive one with the evidence online for all to see.
Here’s how to deal with negative reviews in positive ways:
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The 2021 WilmingtonBiz: Book on Business is an annual publication showcasing the Wilmington region as a center of business.