Although it is an efficient digital marketing tool that allows businesses to reach a wider customer base than ever before, the Internet can be a double-edged sword. Sites such as Yelp.com, Angie’s List, and Google allow users to post reviews, which can sometimes be anonymous. The websites are not legally responsible for any negative comments and in most cases there is no way for anyone but the original poster to remove a negative review. Nevertheless, there are steps you can take to protect your business from the effects of negative reviews, including:
Encouraging Satisfied Customers to Write Reviews
As a business owner, you take pride in your products and services and you may fondly recall many times when a customer has provided you with face-to-face positive feedback. Each time a customer expresses his or her satisfaction, encourage him or her to go online and write a review of your business on Yelp, Angie’s List, or other pages where you have a digital presence. Even a small quantity of excellent reviews can offset the effects of a negative post.
Responding Privately to Complaints
If a particularly negative post is affecting your business’s rating on a review site, you can send a private message to the poster to apologize and even offer some form of compensation, such as a gift card or partial refund, if you wish. Remember to keep your message calm and courteous, even if the post uses inflammatory language or insults.
Publically Addressing Negative Comments
If your private message to the poster who wrote the negative review elicits no response, or a negative response, you can respond publically on many review sites. Keep your tone professional, and don’t let your emotional response to personal attacks on your business affect the content of your message.
Many business owners do not have the time to keep a close watch on all online review sites, or to promptly deal with negative comments. Anchor Wave Internet Solutions offers web-based marketing services to help businesses in Tucson, Arizona and beyond manage their online reputations. To learn more about what we do, call us today at (520) 622-3731.
