Over the years, reviews have been progressively becoming a huge determinant of how a person, not only views the reviewed company but whether or not they decide to do business with them. It is, hands down, one of the biggest game changers in how you gain your reputation. With that said, it is important to make sure that you, not only maintain positive reviews, but you know how to respond to negative reviews.
Statistics on Online Reviews
85 percent of consumers say that they read online reviews for local businesses. This has increased by 9 percent since 2012. Of those 85 percent, 70 percent of them read six reviews or less. This means that the most recent reviews will carry heavy weight. This is where reputation management comes into play.
Steps to Handling a Negative Review
We all make mistakes from time to time, and how you handle the issue can make the biggest difference in the world. This is why it is important to know how to respond to negative reviews. The first thing to remember is to take the time to read the negative review for your company. Next, is to write a kind and genuine response. Apologize for any inconvenience that was created and come up with a clear solution. Be specific to demonstrate how you plan to correct the problem that was created. If necessary, you can offer to continue the discussion in private by providing your contact information. Remember, feedback and/or criticism can be helpful.
Reviews are, overall, a great way to receive positive feedback from customers so that you can make sure to maintain the type service that they viewed in the utmost regard. On the other hand, it is a way to recognize the areas that need improvement, so that your business can make the according to corrections or changes to progress and compete on the next level.