Wednesday, April 22, 2015

How to handle a negative review

Nearly a quarter of small and mid-size businesses monitor reviews.

Some use Brandify, a free service launched by Microsoft, paid reputation management companies or Google searches to show Yelp, Angie’s List and other major sites.

Because dissatisfied customers tend to tell more people than satisfied ones do, getting a negative review can be hard.

Use complaints for quality control.

If you can access the person, contact them and offer to “make good”.

Then, ask them to write a good review that says what you did to fix the problem and remove the bad one, if possible.

Most people will be impressed that you were willing to go the extra mile for them and will be happy to comply.   

Angie’s List says they will contact the reviewer and investigate if a business complains about an unwarranted review.

Ask all satisfied customers to give reviews to balance—or even bury—the less-than-glowing ones.

Reviews are not as important if businesses have a website, a blog and social media to create ongoing stream of good press.

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