If you’re familiar at all with digital marketing and advertising, you know that Google My Business is one of the most important tools out there. Utilizing Google My Business gets your business visible on Google, one of the biggest search engines in the United States.
Through this tool you can get some very helpful feedback from consumers to help improve your product or service- but what should you do if you get a negative review? Lucky for you, the team at Social Eyes Marketing has come up with some top tips for what to do when you get a negative review for your business!
Confirm It’s Real
Generally speaking, it’s bad practice to remove negative comments and reviews. Before you resort to this, make sure it’s a genuine review from a real person. If it is, leave it. If it is fake, you can then flag the review for deletion. Though there are several ways to tell if it’s fake, a great way to find out is to contact the reviewer. Here you can find out if they actually purchased your product or service.
After confirming the review was from a real customer, now comes the response to the review. When responding to the reviewer, you should treat them just as you would your customers that left a positive review. You should be considerate of their complaints, apologize for their experience, and evaluate whether to ask them how you can make the problem right. If you only respond to positive reviews, people may get the sense that you are avoidant of customers that had issues with your product or service.
Resolve the Issue
After responding to the reviewer, you should be in contact with them to resolve their issue. Whether this is a replacement of the product they received, a free session of whatever service you offer, or a refund, your negative reviews deserve the same respect as the positive ones. After resolving the customer’s issue, you can ask them to consider editing their review. Reviewers have the option to go back in and change the score they gave you, helping your company’s overall review score.
Ask the Reputation Management Experts
Responding to negative reviews shows potential customers that you are there to help in any way possible and listen to their concerns. Not only this but getting a negative reviewer to change their score can help your total review score immensely, making your business look better.
If you need any extra help with Google My Business or reputation management, contact Social Eyes Marketing. Our Google My Business experts will help you optimize your profile and can help answer any questions. Give us a call today!