FROM A NEGATIVE TO A POSITIVE: WHY REVIEW MANAGEMENT MATTERS
Even in today’s world, statistics show that a recommendation from a family member, friend or other trusted individual is still the most effective form of advertising out there.
In addition to social media activity, reviews are one of the most common ways users share their experience with a product or service online.
When the positive comments are flowing, life’s a party. Responding to positive reviews is easy!
Inevitably though, negative reviews will happen. Even when a brand is doing its very best, negative feedback is part of life. What’s important is how you respond to these bumps in the road.
Keep reading for 3 simple tips to help you turn a negative review into a positive outcome for your customer and your business.
1. Acknowledge the Reviewer’s Issue
Although negative reviews can be hurtful, it’s important not to take them personally. A negative review is an opportunity to improve potentially weak areas within your brand or business.
Start by acknowledging the customer’s comments and specific issues. Thank them for making the effort to bring the issue at hand to your attention. This is the time to make sure they understand their concerns have been heard and are being taken seriously.
2. Move the Interaction Offline
Communication in the digital age is many things: It’s fast. It’s convenient. Unfortunately, it’s not always the most personal.
Ask for the reviewer's contact information so you can reach out in a more complete and personalized manner. Be sure to protect their privacy by requesting this via DM or by providing them with an email address where they can share this info.
Communication via phone is preferred to allow for a more personable, one-on-one connection, but many reviewers will be more comfortable communicating via email. Whatever the customer’s preferred form of communication, be sure to reach out promptly.
3. Be Sincere
Sincerity is key when addressing any issue your customer may have. Frankly, it would be better not to respond at all than to provide lip-service only.
Once you’ve gotten to the bottom of the issue, take appropriate steps to make things right. Is a refund in order? A credit toward future services? Be thoughtful in ways you can demonstrate to your customer that you truly do care.
In those rare cases where there’s nothing you can do to fix what’s happened, don't mince words. Take ownership, communicate your resolve for your brand to do better moving forward and follow up those words with action!
Review management is necessary, but it’s reactive. If you’re looking for great ways to proactively share positive user experiences as word-of-mouth advertising online, we highly suggest two approaches:
Incorporate customer feedback into social media & other advertising assets via custom design elements.
Utilize the power of video by capturing customer testimonials.
Are you ready to partner with a team that can assist your business with everything from marketing strategy to videography? Contact Hunt Marketing today!