Your reputation has a powerful impact on your business’s potential for growth and overall success. One unhappy customer can have far-reaching effects if you aren’t proactive about addressing their concerns and presenting examples of happy customers to counter balance any negative comments that are spread online. Keep ahead of negative reviews and maintain your company’s positive reputation with these simple steps.
1. Monitor your reputation.
You can’t solve a problem that you don’t know about. Create a plan to monitor what people are saying about you online. Keep an eye on comments and reviews your customers leave on social media, review sites, or send via email. Consider investing in a reputation monitoring service if needed.
2. Address your reviews.
Whether positive or negative, be sure to respond when someone talks about your business online. Thanking someone who leaves a positive review can humanize your brand, expand your reach, show that you care about your customers, and encourage others to leave their own positive story.
Addressing negative reviews can be harder, but potentially very rewarding. Resolving an unhappy customer’s problem can sometimes create a more loyal customer that one who was happy from the start. Even if your customer is still unsatisfied in the end, future customers will see that you worked to resolve the problem, which will help to balance out the negative review.
3. Ask for feedback.
Always ask your customers to give you feedback on your work. If they’re happy, ask them to share their experience on Google Reviews, the Better Business Bureau website, or another review site. If they aren’t happy, take the chance to address their concerns before they take their experience to the internet. Proactively identifying these unsatisfied customers gives them a chance to vent their frustration and you a chance to correct the problem or minimize the fallout.
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