According to 85% of respondents, online reviews are more
trustworthy than personal recommendations. That is why people seek reviews on
Facebook by using social media as the best platform for marketing their
Business. For this purpose, they have to look after issues like how
to remove temporary block facebook and making unpublished page appeal.
This statistic highlights the sales power of your listing on Google My
Business, as well as the feedback it receives. Harvard Business Review found
that companies respond to negative or positive reviews, and ratings increase.
Research has shown that negative reviews are more likely to get customers to
visit your Business. Digital marketing agencies strongly believe in references.
We believe that customer feedback is a powerful tool to improve public
perception. That's why we share our views on responding to reviews on Google My
Business.
Let's start with the bad.
Instead of reacting immediately to negative feedback, constantly evaluate it internally. You will only worsen an already angry customer if you rush to respond to negative reviews. Talk to people you trust and discuss an assessment. Then create an answer that addresses all the crucial points. Don't take too long, and a quick response is needed. Before you answer, take a few deep breaths. You can reply publicly to a review and also send a private reply. This is crucial as it can make a negative review positive for future customers. Your customers and prospects will notice that you accept negative thoughts and show that they care.
While a public response is essential, it is better to have a one-on-one interview with the client. It is necessary to address customer concerns first. The online solution won't help. Google reviews may have drawn negative impressions. Your public response to this would be an essential part, but it is not the only part. You can use customer support channels such as email, chat, and live chat to connect with your customers and solve their problems. Every company makes mistakes. If a review shows, you have made errors, open and honest. A survey in America found that 85% of respondents would stick to brands with a history of transparency. People are open-minded and understand that you may not do everything right. However, they expect you to be responsible for any errors. Don't try to hide the problem with excuses after making an excuse. Recognize your fault and be ready to fix it.
Some reviews can be deceiving. Some thoughts will be vague and focus more on the negatives than explaining why they're dissatisfied. If you are faced with an unclear review, you have the right to ask questions and get more information from the client. This should lead to a fruitful conversation. Although the written answer is excellent, it must be tangible to the reviewer. Ensure you offer a solution in the review, such as an exchange, a refund, or a discount on future products and services. While you can discuss the details with the client face-to-face, the public must see that you are willing to take corrective action. Sign your name to personalize your answer. This will show the client that you are a person and encourage a friendlier environment in future interactions. This shows that you care about the customer's complaint. You should also respond to positive reviews. This is another way to impress potential customers. Reply quickly. This is a sign that you value customer feedback, good or not. Instead of using the generic "Hello" and "Hey," use the client's name to respond. Everyone appreciates a personal greeting. This includes potential customers who have read your answer.
Thank them for the review and the effort they put into it. Thank the customer humbly. Think of other ways you can add more value to them, such as Invite them to be beta testers of a new product. Encourage customers to leave positive reviews and ask for feedback on their social media channels. Many companies do not get enough value from the positive feedback they receive. Add your full name to the answer. End with a summary message of what a positive experience it is for everyone. Follow all feedback, positive and negative. Negative feedback indicates customer service issues and steps to fix them. Positive feedback helps you remember what you are doing well and what you should do. Whether you're running a brick-and-mortar business or developing your eCommerce marketing, every review is a potential gold nugget and should be treated as such.
