Reputation Protection

Three Ways To Avoid Getting Negative Online Reviews

No matter how well you conduct business, there is a good chance a few customers are going to have what they perceive as a bad experience.  There is a good chance those people are going to go online to tell their story.  Once their version of the story is online, you have to go into recovery mode or your brand will suffer.  Preventing those customers from trashing your business can prevent an internet reputation management nightmare.  Here are three ways to avoid negative online reviews.

Be a customer service superstar

Learn how to handle difficult customers and train your staff to do the same.  If you can satisfy the customer at the point of transaction, you will save yourself the trouble down the road.  Mistakes happen.  How you and your staff respond to them can make or break your reputation.  If you fix a problem at the point of sale, there is a good chance the customer will keep their complaint to themselves.

Be Accessible

Invite customers to give you feedback.  Ask them face-to-face or better yet, offer an anonymous feedback survey.  Many people are afraid to say something in person but become emboldened when they are writing an online review.  If you allow them to vent anonymously to you, they may feel like they were given an opportunity to get their problem off their chest and leave it at that.  Be sure customers know feedback from the survey goes to directly to management. 

Follow Up

If the complaint includes contact information, follow up with a phone call or an email.  Knowing the problem is being addressed is often enough to satisfy a disgruntled customer.  This will also give them an opportunity to air their grievances again.  It may not be pleasant, but it will increase the odds that the complaint remains between you and the customer and doesn’t appear in cyberspace.  Some people won’t be happy no matter what you do.  However, many will be impressed with getting a follow up call from the business owner or manager.  You will not only avoid a negative online review, you may gain a loyal customer.

Ben Franklin said, “An ounce of prevention is worth a pound of cure.”  Franklin could have never imagined today’s online world but his advice rings true.  You can avoid spending hours trying to clean up after negative reviews by being proactive with your online reputation protection.  It can also help you build a stronger, more profitable business.  Go to the "Contact us" page and email us to begin your online brand protection today!