1. The best way to ensure positive reviews is to prevent negative customer encounters. Reduce the potential for damaging reviews by always providing an outstanding customer experience. Ask throughout the buying process if the customer has any questions or issues you can handle.
2. If your business does face a negative review. Be sure to respond quickly. There are ways to respond that will keep your company in a positive light. Have a plan in place that will help you determine what your response should be. The plan should include how you will respond, standards for what kind of review you will respond to, what the content of the response should be - including what tone. Attempt to contact your customer to settle any disputes privately when possible. Any public response should remain true to your brand.
Inaccurate reviews can be redirected to your website info page with an invitation to the reviewer to check it out. If the situation calls for it, you can give the customer a chance to retry a product or service at a discount. Your plan for handling negative review should also include what you are prepared to offer and when.
Remember, too much communication with a negative review can bring unnecessary attention. So don't spend too much time interacting with a disgruntled reviewer.
3. Encourage positive reviews. Make it as easy as possible for customers to leave positive reviews for your business. Direct them to a review page on your own website; hosting reviews on your own site has many benefits. First, it drives traffic to your website instead of a review hub. It also provides you the opportunity to screen reviews as they come through allowing you to post positive reviews and privately correct any negative experiences. Let your customers fill your website or Facebook page with reviews – that not only generates content for you, it lets your fans and followers know that customers are having a positive experience with your company. Be sure to thank customers when they do leave a positive review for your company.
If your business is not utilizing Yelp.com, the online review site, now may be a good time to consider it. According to the Merchant Warehouse infographic below, Yelp reviews are highly trusted. You can also read our article, "Online Reviews, Real World Reputation."
If you would like assistance with online review, please contact us at www.BuddinghAssociates.com and read our article"Managing a Five-Star Reputation."