Why you can't lose your temper with negative reviews, particularly on Google My Business.
Reviews are vital to attract new customers. Around 90% of people look for what other users have shared in terms of their experiences, mainly the negative ones. Why? Because we are all human and, one way or the other, we like to prepare for “the worst case scenario” and, preferably, not have to deal with it at all.
So, when that notification for a review with less than three stars comes in and, on top of that, it comes with a not-so-good comment – making your blood begin to boil! – breathe, and at that moment, please do not answer!
According to Reviewr, 45% of consumers say they are more likely to visit a company if they respond to negative reviews, and 94% say they have already avoided a business because of a negative review they read.
However, it is interesting to know that the less-than-perfect assessments and their REPLIES are an important element in the research and decision-making process of users, as they make all the other reviews more reliable and they do not seem to have been “bought”.
Therefore, take a deep breath and take advantage of this opportunity to “turn” this negative assessment to your favour. To help you answer, here are six simple suggestions:
1. Mention the name of the customer who did the review
2. Thank him/her for the evaluation
3. Acknowledge that there was a problem and apologise
4. Make yourself available to help solve the problem
5. Pull the conversation to the OFFLINE camp
6. Never take it personally
Remember that your answer will be seen by everyone. A wrong attitude or an answer given in the heat of the moment, can damage the image of your business. And if, even after this “call for calm” emotions are still running high, do not hesitate and ask someone you trust to do it for you.
If you need help in responding impartially to your Google My Business comments, talk to us – we have tons of diplomacy to go around!
For more information, bespoke strategies and efficient digital marketing solutions, just contact the Clarity’s girls through info@yourdigitalclarity.com or visit our website at yourdigitalclarity.com.
