Business owners often contact our agency after a customer has posted a negative review online. They usually want to know how to remove a negative review. After all, a bad review can easily damage the reputation of a small business.
It’s important that business owners monitor their online reviews regularly and respond. Here are a few tips to help customer manage social media and online reviews:
Be proactive. Encourage happy customers to post a review immediately after a sale or service. This will help generate a good base of positive reviews for your business.
Respond immediately. Whether its a negative or positive review, make it a habit of responding to all reviews in a timely fashion. Failing to address negative reviews could make things worse.
Be polite. Remain professional in all responses. Simple things like apologizing for a bad experience or telling a customer that you will look into the issue can go a long way.
Provide facts. When responding with a rebuttal, it’s best to stick to the facts. Posting a statement on steps being taken to improve a product or service may not always appease an upset customer but it shows that you are working to correct the issue.
Need help managing your online reviews? Contact Roxstar Marketing today at: 817-381-6599.