Negative Online Reviews
With the technologies this current generation has access to, it’s no wonder they have taken to online reviews. In fact, online reviews can make or break a small business, especially with the weight and dependability placed on internet and social media efforts. Videos posted on social media, for example, can go viral in a matter of minutes before anyone can take it down or damage control. But if maintained accurately, the internet can provide completely opposite results.
Get Ahead of Negative Online Reviews
Constantly check your reviews.
It’s unfortunate, but the negative customer is usually the loudest. That’s why it’s important to be intentional in reviewing all of your company’s public social posts and platforms where they can leave reviews on a regular basis. This should preferably be daily due to the rapid rate of reachability online.
When encountering a negative review, be sure to respond as fast as possible. Ensure the public that you are looking into the matter and will come up with a resolve as soon as you are able. In situations where the accusations are falsified, be sure to professionally clarify what has happened and how the situation was resolved. Always be prepared to justify your actions. After all, customers respond well to transparency and honesty. They applaud the efforts of correcting mistakes rather than covering up.
Provide easy to understand processes.
A trusted small business will have solid customer service. The individual helping customers should know the policies and processes backwards and forwards to better help a troubled customer. If a client or customer is getting too much run around, they are going to lose confidence in your organization. In addition to that, make it easy for them to reach the appropriate person that can help solve their problem. This can be by providing accurate email address or phone numbers to contact in case of certain arising conflicts. Studies have shown that this infuriates a troubled customer that will most likely take their complaint to social media.
Speaking of social media, be sure to offer them an alternative to searching for a resolve by making your website that platform. There is more control to maintain negative reviews on a website then there is on social media platforms. Instead of providing a section for “complaints”, use friendly terms like “Customer Care Maintenance”, or “Informational Hotline”. Be sure to provide a Q&A section where they may get their issue resolved without having to reach out. Some companies provide a chat option where clients can go into greater detail in regards to their issue.
Allow complaints to go all the way to the top.
Too often small businesses fail when the complaints don’t reach upper level management. The concern may come from customer care representatives fearing they may be let go should there be too many complaints. If this is the case, there is more to be said about the organization as a whole. True leadership understands that the issues of an organization come from the top down. They will take the complaints as feedback and ways to improve the organization as a whole.
Personalize their experience.
Above all, be sure to remember that you are dealing with real individuals who have needs. No matter how large and automated the organization can become, it’s important to humanize the process so that the customer always feels seen and supported. Try not to have responses automated. Even with larger businesses that may need to implement this in order to function properly, it’s in their best interest to provide as many resources as possible to offer customers solutions before the issue escalates.