www.BeyondIndigoPets.com
While we wait for the
webinar to begin…
If you cannot hear me speaking…
• Type me a message in th...
www.BeyondIndigoPets.com
Turning Negative Reviews into
Positive Experiences
www.BeyondIndigoPets.com
Objectives
Discuss:
Benefits of handling negative reviews
Best practices in reaching out to a
...
www.BeyondIndigoPets.com
Benefits of Handling Negative
Reviews
www.BeyondIndigoPets.com
Benefits of Handling Negative
Reviews
According to a study done by American
Express, about 25% o...
www.BeyondIndigoPets.com
Benefits of Handling Negative
Reviews
The same study found that about half of
customers give bus...
www.BeyondIndigoPets.com
Benefits of Handling Negative
Reviews
Appropriately handling negative
reviews:
Helps you keep y...
www.BeyondIndigoPets.com
Best Practices in Reaching Out
to a Disgruntled Reviewer
www.BeyondIndigoPets.com
Best Practices
Cool Down
Call
Private Message
Public Post
www.BeyondIndigoPets.com
Strategic Messages to Convey
www.BeyondIndigoPets.com
Strategic Messages to Convey
Andy Beal ~ Radically Transparent
“Most people complain because they...
www.BeyondIndigoPets.com
Strategic Messages to Convey
The 1-2-3 Message
1. You care about their pet – the Mama Bear Effect...
www.BeyondIndigoPets.com
Dos and Don’ts of Responding
Publicly
www.BeyondIndigoPets.com
Dos and Don’ts of Responding Publicly
If you cannot get through to your client by
phone or email...
www.BeyondIndigoPets.com
Dos and Don’ts of Responding Publicly
DO:
Respond promptly – about half of people
will move on ...
www.BeyondIndigoPets.com
Dos and Don’ts of Responding Publicly
DO:
Try to move the conversation offline –
Request the cl...
www.BeyondIndigoPets.com
Dos and Don’ts of Responding Publicly
DO:
Ask for help – have an uninvolved person
check your p...
www.BeyondIndigoPets.com
How Beyond Indigo Can Help
www.BeyondIndigoPets.com
How can Beyond Indigo help?
Claiming, updating, tracking, and
responding to reviews can be very ...
www.BeyondIndigoPets.com
THANK YOU for attending!
Ann Pearson
ORM Specialist
ann@beyondindigo.com
877-244-9322 ext 322
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002 february 2014 turning negative reviews into positive experiences

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002 february 2014 turning negative reviews into positive experiences

  1. 1. www.BeyondIndigoPets.com While we wait for the webinar to begin… If you cannot hear me speaking… • Type me a message in the chat window (lower right hand portion of the screen) • If you are using your phone, be sure you enter the audio code Upcoming Free Webinars: • February 26th, 12:00-12:30 CST “Easy SEO: Get Found Locally” • March 5th, 12:00-12:30 CST “Website Essentials” • March 12th, 12:00-12:30 CST “Getting to Know You, Getting to Know All About You” Veterinary Blog: • Why I Fired Demand Force (http://www.leospetcare.com/why-i-fired-demandforce-veterinary/)
  2. 2. www.BeyondIndigoPets.com Turning Negative Reviews into Positive Experiences
  3. 3. www.BeyondIndigoPets.com Objectives Discuss: Benefits of handling negative reviews Best practices in reaching out to a disgruntled reviewer Most strategic message to convey Do’s and don’t’s of responding publicly How Beyond Indigo can help
  4. 4. www.BeyondIndigoPets.com Benefits of Handling Negative Reviews
  5. 5. www.BeyondIndigoPets.com Benefits of Handling Negative Reviews According to a study done by American Express, about 25% of the people who have a bad customer service experience go to a social media site to post about it, BUT 80% of those posts are ignored by the companies. http://bit.ly/1fXmwQ5
  6. 6. www.BeyondIndigoPets.com Benefits of Handling Negative Reviews The same study found that about half of customers give businesses one week to respond to a question or complaint before moving on. http://bit.ly/1fXmwQ5
  7. 7. www.BeyondIndigoPets.com Benefits of Handling Negative Reviews Appropriately handling negative reviews: Helps you keep your current customers Markets your excellent customer service Provides feedback for business improvement Provides feedback on customer wants and needs
  8. 8. www.BeyondIndigoPets.com Best Practices in Reaching Out to a Disgruntled Reviewer
  9. 9. www.BeyondIndigoPets.com Best Practices Cool Down Call Private Message Public Post
  10. 10. www.BeyondIndigoPets.com Strategic Messages to Convey
  11. 11. www.BeyondIndigoPets.com Strategic Messages to Convey Andy Beal ~ Radically Transparent “Most people complain because they feel like you don’t care and they had no other way to get your attention. They want an apology. Be sincere and transparent about how the mistake happened, and explain what you’re doing to make sure it never happens again.”
  12. 12. www.BeyondIndigoPets.com Strategic Messages to Convey The 1-2-3 Message 1. You care about their pet – the Mama Bear Effect 2. You care about the client – let them save face 3. You want to make things right.
  13. 13. www.BeyondIndigoPets.com Dos and Don’ts of Responding Publicly
  14. 14. www.BeyondIndigoPets.com Dos and Don’ts of Responding Publicly If you cannot get through to your client by phone or email or if your attempts at resolving the situation are not working, you may need to post a public response. BE NICE You are now posting for the general public
  15. 15. www.BeyondIndigoPets.com Dos and Don’ts of Responding Publicly DO: Respond promptly – about half of people will move on if their question or concern is not addressed within one week. DO: Apologize – even though it probably isn’t your fault or at least not completely.
  16. 16. www.BeyondIndigoPets.com Dos and Don’ts of Responding Publicly DO: Try to move the conversation offline – Request the client call you. DO NOT: Try to prove you are right. DO: Give the benefit of doubt.
  17. 17. www.BeyondIndigoPets.com Dos and Don’ts of Responding Publicly DO: Ask for help – have an uninvolved person check your post BEFORE you put it up. DO: Evaluate your roll in the issue and make changes as needed.
  18. 18. www.BeyondIndigoPets.com How Beyond Indigo Can Help
  19. 19. www.BeyondIndigoPets.com How can Beyond Indigo help? Claiming, updating, tracking, and responding to reviews can be very time consuming. Beyond Indigo offers several types of supportive programs ORM Programs Review Monitoring Contact us for more information!
  20. 20. www.BeyondIndigoPets.com THANK YOU for attending! Ann Pearson ORM Specialist ann@beyondindigo.com 877-244-9322 ext 322

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