Bad Reviews Hurt But…
Bad reviews are also an opportunity to improve your business. The damage done by a bad online review left in a local directory can really hurt. See why below.
Here’s how Wikipedia defines review:
A review is an evaluation of a publication, service, or company such as a movie (a movie review), video game (video game review), musical composition (music review of a composition or recording), book (book review); a piece of hardware like a car, home appliance, or computer; or an event or performance, such as a live music concert, play, musical theater show, dance show, or art exhibition. In addition to a critical evaluation, the review’s author may assign the work a rating to indicate its relative merit. More loosely, an author may review current events, trends, or items in the news. A compilation of reviews may itself be called a review. The New York Review of Books, for instance, is a collection of essays on literature, culture, and current affairs. National Review, founded by William F. Buckley, Jr., is an influential conservative magazine, and Monthly Review is a long-running socialist periodical.
Local Directory Bad Reviews
These reviews can be especially painful because they are out there indefinitely for everyone to see unless the reviewer decides to either edit their review or remove it.
The business owner can reduce the damage by professionally responding to the review by inviting the customer to contact them to see if anything can be done to turn their negative experience into a more positive experience.
If you take the time to listen to these customers and properly address their concerns, they may become one of your most loyal customers because they know that you listen to them and that you care about their feelings, concerns and needs.
A negative review that you do not respond to will sit out there and fester like an open wound that has not been treated.
A Negative Review On A Feedback Page
Reviews left on a private feedback page hurts but the pain that is felt is only felt by you and your staff members to see the review.
You should take the time to invite the customer to contact you directly so that you can address their concerns. Failure to acknowledge them and their concerns shows them that you:
- don’t care about their business
- don’t value their feedback
- don’t care about their needs or wants
- don’t think they can harm your business
Every dissatisfied customer will tell everybody that’s willing to listen about their bad experience with your business.
One of these dissatisfied customers could have, potentially, brought you an extremely valuable customer but you will never know what potential business you lost because you didn’t take the time to try and make an unhappy customer more satisfied with their experience.
If you read and respond to every negative review that is received, you will know where the weaknesses are in your business and you will have a better understanding on what your customers like and dislike about your product or service.
When you know what the consumers of your product or service like and dislike, you can improve your offering to better meet their needs and expectations.
Positive reviews may make you feel good but negative reviews that you learn from can actually help you grow your business.
Are you actively monitoring the local directories online to know what your customers are saying about your business?
Did you know that each of these local directories that has a listing for your business is a virtual storefront for your business?
Do you have any idea what your online reputation looks like?
Share this with your friends and colleagues then enter your information below to receive a free report that shows what your reputation looks like online.
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