As a business owner you want to do whatever you can to ensure that your
customers are getting the best products and services possible, but sometimes
you won't be able to please every single customer that walks through your door. Ratings and reviews have become a way for
people to tell others about their experiences with businesses, and thanks to
the internet they've become an essential tool for consumers.
Custom Smart
Homes ratings are usually very positive, but some businesses
haven't been as lucky. When you receive
a bad rating online you may be eager to reply, but some businesses don't use
the best practices for responding to negative ratings. If you're determined to respond to some negative
ratings are reviews your customers have made, make sure you follow these rules
to ensure that you're doing it correctly.
Have a
plan
If you don't have a way to fix whatever the customer said was negative
about your business, don't bother to respond to their rating or review. Simply saying that the customer is wrong and
that your business is great won't do anything to help your image, you need to
show the negative rater and other readers that you're doing what you can to
ensure that same problem doesn't occur again.
If they're complaining about customer service, say that you're currently
reviewing your customer service techniques.
If they're complaining about your product or service, say that you're
working on a way to fix it.
Be
Timely
If you're noticing a bad rating that was posted a year ago, don't write
out a response to it. When it comes to
responding to negative ratings or reviews, timing is everything. If you respond to old ones the account that
posted it may no longer be active, or people reading it will wonder why it took
you so long to respond to it. If you're
going to respond make sure that it's to something that was posted recently,
otherwise you'll be wasting your time.
Make
Different Responses
One of the worst things a company can do when they're responding to
negative ratings and reviews is to use the same response for each one. Copied and pasted responses don't look good
to others that are reading them, and they make it seem like your company truly
doesn't care about how the customers feel.
If you're doing to respond sit down and think of an individual response
for each individual review/rating.
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