All businesses love positive reviews as it confirms that the business is pleasing their customers. Negative reviews, on the other hand, are also a big part of business success as it helps a business change to adjust to their target market. However, no business likes their faults being seen publicly. Experts say that negative public posts can be reduced by directing feedback to a central location, which increases the chances of the post being seen and addressed.
When faced with a negative review, here are some key strategies that can reduce their impact:
Respond fast – As soon as a notification for a negative review is seen, the customer should be contacted. This process will involve thanking the customer for their feedback, and giving them a direct number that they can call for assistance.
Compensate – Apologizing can sometimes only go so far in satisfying a customer. Instead offer the customer a discount on their next purchase, their money back, or redo the service.
Request for the review to be removed – If a customer is happy with how their problem was handled, they may be willing to remove their review. Explain to the customer that their review has made a difference and that procedures have been put into place to reduce such problems from reoccurring. Most private customer review websites such as Revdex.com, Yelp, TripAdvisor, and BBB, offer a neutral platform for customers to post their complaints while allowing for companies to address customer concerns quickly.
Revdex is a new online business directory. Consumers can post a review for any business, even if there is not an existing profile. Businesses can create their own profiles and respond to reviews. Revdex tries to provide a positive experience both for consumers and businesses.
Consumers can report internet scams or report social media scams.