Online reviews are a great way for businesses to understand and communicate with their customers. An influx of positive reviews is fantastic for your business, but negative reviews can be very disheartening. What many small businesses don’t realise, is that negative reviews and online criticism can be worked to their advantage. By addressing customer concerns across online platforms your business publicly demonstrates its willingness to improve the customer experience.

Pay attention

There are a range of review platforms that your business and customers can engage with. The first step to managing online reviews is finding the platforms that your customers are using and claiming your business profiles. Once you take control it is easier to monitor and address any customer concerns that have arisen and gives you the chance to communicate an appreciation for all feedback regardless of its nature. Frequently check these online review platforms so that you can respond quickly to feedback and resolve any issues before they can deter potential customers.

Understand when to respond

Any legitimate concerns raised by a reviewer should be responded to quickly so that you can earn the respect of this customer and other readers by finding a remedy for the situation. Not all reviews are constructive and if they appear to be nasty or looking for a fight it is best not to engage. It can be hard to ignore a malicious review but there are some instances that are not worth the trouble.

Look into the situation

Consider the issues raised by the customer and check any information available from the time of purchase or staff involved to get a clear picture of what went wrong. Providing a specific response to the reviewer’s concerns shows that you have not only taken the time to understand their situation but appreciate their feedback.

Plan your response

It is often better to contact the person privately to resolve the issue. Thank them for their business and the time they took to write the review, encourage them to make further contact so that you can listen to their experience and prevent similar issues arising in the future. Never let private contact become insulting or personal as they can post this publicly, it is crucial that you remain positive, polite and professional. Once they are happy, you can post a public response to show potential customers that you were able to address the concerns of the review and took the necessary steps to resolve the issue.

Remember that each negative review may present an opportunity for you to show your dedication to improving the customer experience. To make the most of your Google My Business listing, or to go over your online reviews talk to the team at FX Web Studio. Give us a call on 1300 090 401 to start managing your online presence today!

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