Online Reputation Management (Reacting to a Bad Review)
Part of managing your online reputation islearning how to react to reviews, both good andbad. One can hope that they will never get a badreview, but the truth is, if youre well-known andpopular, a bad review will eventually happen.Sometimes the reviews are deserved, othertimes not, and worse, sometimes theyre bought.Thats right, if youre really threatening thecompetition and if they lack ethics they may hiresomeone to generate negative buzz about you.The important thing to do is to learn how tomanage your online reputation, and how toanswer (or not answer) a bad review.
Have a way to pay attention to the buzz onthe net about you and your business. Set upGoogle Alerts, and occasionally check thesearch results manually. It even helps to checksearch results from public computers instead ofjust your own due to the way the algorithmsgive a person personalized search resultstoday.
If you mess up, own up to it and admitit. There is no point in hiding it. On theInternet everything you say or do is thereforever, either in the form of an actualsearchable area, or in the form of ascreen shot taken by someone andshared with the world. People rememberwhen you are honest too.
If you made a mistake, correct it. If aclient gives you a bad review and yourealize it really is your fault, say so. Apublic apology in answer to thenegative review will go far in garneringsupport of clients, and maybe even turnaround the client who was upset.
Do what you have to in order to makeit right. Even if you have to eat thecost, refund money, offer moreservices, do it. Even in a situation whereyoure not at fault its best to just refundthe money and call it a day. Say sopublically on the bad review that yourerefunding the money. People willappreciate that.
Before responding to any reviews alwaystake a deep breath, and even a day or two ifneeded, before responding. Our businessesare like our babies, and if someone attacksit, we turn into protective parents ready to gofor the kill. Best to take a time out beforeresponding to particularly bad reviews.Remember its business, its not personal.
Is the person who complained really aclient? Are they saying something that reallymatters, or are they just trolls for hire, orsomeone that matters in the scheme ofthings. If they are simply a trouble maker,sometimes its best to completely ignorewhat they are saying and not feed the beast.Some people cant be pleased, let it go, andmove on.
Hire a virtual assistant to handle customerservice issues. This person can monitor onlinereview sites, customer service email withoutthe emotion that you will have for yourbusiness (baby). You need not ever deal withthese issues if you empower the people youwork with and who work for you to take care ofthese situations in a way that makes the clientshappy and satisfied.