If you have been in business for a while you may have found yourself on the other end of a bad review.
You may have been at fault or maybe not. But the result is the same. Your reputation is tarnished.
Your online reputation can be your strongest asset or your biggest liability.
Reviews allow consumers to hear from real people about your services. Are you living up to your customers' expectations? Here are a few statistics you should know.
97% of consumers looked online for local businesses in 2017, with 12% looking for a local business online every day.
85% of people trust online reviews as much as a personal recommendation. (2017)
Yelp & Facebook are local consumers' most trusted review sites, followed by Google & BBB.org
Consumers read an average of 7 reviews before trusting a business
Let’s face it. At some point in time, you may discover that you have a bad review. And it doesn’t feel good. You may deserve the accusations or maybe not.
How Did You Handle The Situation?
But the fact is how you handle the situation is what will make the biggest difference. In fact, sometimes you may even be able to turn a bad review into a positive situation.
Many companies have offered sincere apologies and an offer to make things right. What they did not do was to make excuses or belittle the complaint. Empathy can go a long way to turning a sour customer around. You will find that many people are willing to forgive when they feel a company is sincere. After all, we have all made mistakes.
Here are 5 tips that will help you use reviews to the best of your ability.
1. Take Responsibility.
Be careful not to blame the customer. Apologize and show authentic concern.
2. Invite Them To Have A Conversation
After responding with a sincere apology invite them to contact you directly. Let them know you want to make this right. Ask them to call. Make sure you or a seasoned member of your team is available to take that call.
3. Follow up.
Whatever you do, do not drop this ball! Lack of follow-through can lend even more credence to the complaint. And it could cause them to become even more upset. Check it out thoroughly and take steps to resolve.
4. Let Your Online Viewers Know You Solved The Issue
Depending on the issue you may even want to publish what you have done to correct the problem. “We’ve listened and here is what we did.”
5. Get More Positive Reviews
Most people will not expect every company to have 100% positive reviews. However, more positive reviews will neutralize that negative review. Make it easy for residents and their families to post reviews. Encourage those who you know are happy to post reviews.
Do you have a strategy in place to encourage more good reviews and manage the negative reviews?
Our New Service " Let's Get Reviews" keeps you connected to the people who matter to your business- your customers.
After all, you want to offer the best service and experience possible, right? Asking your clients for honest, heartfelt reviews is the best way to do that.
Then by encouraging those who are really happy to post a review on Google and Facebook ( the two platforms every Eldercare company needs to pay attention to), you will now encourage prospects to give you a call.
Schedule an appointment with Kathryn for a demonstration of how this service can enhance your business.
Kathryn Watson is a Social Media Strategist.
She specializes in helping Elder Care Companies market to the adult child.