Tools like Google My Business or Facebook Pages offer users space to write reviews and comments Your experience with a brand or product. As usual, not everyone has had a good experience, so it is normal to receive negative reviews that are often difficult to answer and answer.
Negative ratings can be used to uncover problems or mistakes in running a business.
Reviews are very important and have a wider reach than many users realize. A 2019 U.S. local consumption survey found that the 82% of consumers They read reviews of local businesses, a common habit across all age groups.
Users trust reviews more and more because they enable them to find out what other users’ experiences with a product or company were like. It’s a word of mouth version of your life.
With that in mind, Google My Business profiles with negative reviews are more credible, which is very much appreciated by consumers. A profile that only show positive reviews it appears dubious and the customer, who is often suspicious, will think that the marketing team may have paid to receive it or that there could be some form of censorship.
Additionally, a company’s responses to negative reviews show customers that the company knows how to deal with problems. This not only shows a potential customer that you are able to offer a solution, but also that you have a good customer service team, a differentiator that adds great value to this type of interaction.
Negative reviews can be tricky, however, as responding to criticism is never easy. However, it is possible to make it easier with these simple tips:
-Is it a real review ?: Not all ratings have to be valid. There are malicious reviews, reviews from disgruntled employees, or even reviews paid by competitors. These types of reviews do not comply with Google’s Prohibited Content Policy, so it is possible to request their removal.
-Quick response: Customers appreciate being heard. To transfer this value to a Google My Business profile or a Facebook page, there is nothing better than reacting quickly to all reviews. It should never take more than 7 days to respond to a review.
-Empathy and Education: Criticism never feels good. However, you need to know how to put yourself in each other’s shoes. When a customer has had a bad experience, it is necessary to be empathetic and, above all, not to miss any training. Never go to war with the customer as other users are running away from what they consider “conflicting” business.
-To apologize: Not taking responsibility creates a terrible image for a company. It doesn’t mean the customer needs to be up and running right away, but it does mean knowing how to take the blame for the issues while providing an explanation of why it happened.
-To thank: Saying thank you is a simple gesture that can add a lot of value to your customer relationship.
-To solve the problems: In many cases, complaints are mostly directed to a specific part of the company or even a specific person. Whenever possible, issues caused by negative reviews should be addressed.
– Take care of the message: Customers who read the answer not only appreciate the content but also the continent. Writing with misspellings is not an option, you need to be careful with how you write and use simple but clear language.