The Importance of Reputation Management
There’s a saying that claims “there’s no such thing as bad publicity”, however if you own a business, you would know that there IS such a thing. Bad publicity does nothing but harm your business’s standing, and unfortunately bad publicity travels faster than good publicity. Social media is a necessity when you own a business, it’s basically a free marketing tool and a great spot to capitalize on positive reviews. Every business owner will run into that one or two customers that are just impossible to deal with, and their reviews are usually just as outlandish. Since ignoring negative reviews is out of the question, managing the negatives and promoting the positives is a necessity in owning your own business. But how do you manage negative reviews?
Communication with your customers online can go a long way. We’ve written in the past about the importance to interacting with your customers on the web, and having a strong presence on the web. When dealing with positive reviews as well as negative ones, it’s important to try and respond to both. Positive reviews are important, it shows potential customers that previous customers are happy and content with your services and/or products, and would recommend them to others. Responding to positive reviews should include a simple thank you for the positive feedback and for their business. People appreciate it when you go out of your way to respond to their positive remarks. When it comes to negative reviews however, they need to be treated very carefully. Now, business owners all around know that some customers aren’t exactly always right, but it’s important to respond to even the most difficult customers negative reviews professionally. Staying above our raw instinct to chew someone with negative feedback out is key, it shows maturity and gains respect. A short and sweet apology for their negative experience can go a long way, but make sure it doesn’t become a public long conversation.
When it comes to unhappy customers some have little to no reason to be unhappy with your business, but that’s not to say that some negative reviews go without reason. It’s hard to admit that you’re wrong, but owning a business revolves around positive customer service and quality products and services. A lazy job because you’re having a bad day, or snippy customer service because you’re tired never ever goes well and usually ends in a loss of business. Practicing quality customer service, well made products, and not cutting corners when it comes to a service keep a business alive. What’s the point of owning a business if you want to be careless? Hard work and effort in your business is what makes a great one, but a great business will always run into a few negative reviews once in awhile. It’s important to stay above them, manage them professionally, and move on.
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