For many potential customers these days, in any industry, a review from a previous customer, someone who was once in the same position that they’re in now, can make or break the deal.
Getting the scoop about the customer experience from an actual customer rather than from the business itself has obvious appeal to people on the fence about converting and has become increasingly important in content marketing.
Now, if your business manages to satisfy the customer, then there’s no need to worry. In fact, in our experience doing SEO in NJ and NY, there are few more effective ways to promote your products or services to your target audience.
However, when things go the other way, and the customer submits a negative review of your company, that doesn’t bode well for your brand. So, what do you do?
First off, look in the mirror.
As longtime NJ SEO experts, trust us, the first step to fixing the problem is to look inward at the bigger picture rather than outward at the particular situation that caused the negative review.
You need to be sure that your customers are being taken care of throughout their entire experience with your company. After all, unless this individual has a personal vendetta against you, something prompted them to give you a bad review.
Think about it; it’s not just about refunding that particular customer, but about retrieving whatever respect and trust you may have lost in the eyes of your entire audience.
So, before doing anything else, make sure everything’s sound on your end to avoid having to deal with similar issues in the future.
Reach out to the customer.
From there, before you even think about improving your reputation to the rest of your target audience, you need to try and mend the fence with the source of the review.
Reach out and get all the details. Listen carefully and find out why, exactly, they were so disappointed with their experience. Then, try to come up with a way to make it up to them.
That could mean a simple heartfelt apology and explanation, or maybe an offer for free products or services. Then, if they take you up on it, you get a second chance to satisfy them.
You never know; if the customer feels content with their experience, they may go and write a positive follow-up to their original review.
If the problem’s past fixing, acknowledge it and move on.
There’s no harm in trying and if you’ve reached out and have done all you can to make up for your failings, then you can always ask them to remove or change their review.
If, on the other hand, they’re just too disappointed to change their minds, then it’s best to be up front about the situation. Don’t ignore it; just reassure your audience that you’re aware of the issue, you’re sorry, and you’re trying to improve.
Also, there are extreme cases when negative reviews can be removed by sites if they’re fake or offensive, so there’s always that option as well.
Worst case scenario: If you know you’re good at what you do and the majority of your reviews reflect that notion, then don’t sweat one or two bad ones. At least people will know you’re honest.
About Climb The Search: A leader in SEO in NJ / NY for years, CTS offers the total package of search marketing services, including inbound marketing, website design, and video production. Our mission is to help businesses grow, every day.