Social Media

No matter if you own a multi-billion dollar company or a small, local mom and pop business, your business might still get a bad review every now and then. That’s why we wanted to share how to deal beat bad online reviews to help your business thrive in today’s cruel world. Nowadays it seems as if everyone including your grandparents uses some type of social media platform out there. This makes it a great opportunity for businesses everywhere to create a positive image for themselves with a few words and clicks. In this article, the KDH Digital Services team will show you what you can do to encourage consumers to write positive reviews, how to beat negative online reviews and more.

Why Do Online Reviews Exist & Why Are They Important?

Online reviews exist to help searchers determine whether or not a product or service is right for them. In short, review forums are meant to show potential clients how likely they are to enjoy a product or service. As for why online reviews are important, online reviews can help others find the best products and services in the market. They can also help buyers gather plenty of intel on quality, customer service, and prices. In 2017, 93% of customers said online reviews impacted their purchasing decisions.

The Best Online Review Platforms

There are hundreds and thousands of online review platforms around the world, but which ones are the best to worry about? Here’s a quick list and description of the top platforms to list your business:

Google

Known for being the largest search engine in the world, Google is our preferred online spot to focus on reviews. This online superpower is sure to help small businesses across the globe get on the map and expand. Here are some key features to look for on Google’s Platform:

1. Google My Business
2. Map Features
3. Answering Important Business Questions
4. Product Information
5. Business Posts
6. Images

Yelp

Another popular review site that has grown much over the last 10 years. Yelp serves as a business directory that allows business users to order food and gain traction. Here are some key features to look for on Yelp’s Platform:

1. Request a Quote
2. Bookmark Collections
3. Yelp Reservations
4. Cash Back
5. Ordering Food

Facebook

Facebook’s social media strength is hard to ignore. Due to its high popularity, users on Facebook will usually respond at faster rates than both Google and Yelp. Users also tend to expect faster responses from companies, making it one of the best places to showcase great customer service. Here are some key features to look for on Facebook’s Platform:

1. Answering Important Business Questions
2. Product Information
3. Business Posts
4. Images & Video
5. Creating Events
6. Recommendations

How To Beat Bad Online Reviews

The only bad side of having a business account on social media is the possibility of receiving negative feedback. But don’t fear, negative feedback allows you to grow as long as you take it the right way.

Paying Close Attention To Customer Reviews

Before even thinking about responding to any review, you must examine every individual review from a neutral perspective. That means setting aside your reality and evaluating the review honestly.

Learning From Customer Reviews

Negative reviews can sometimes be a clear indication of issues that need to be addressed within your business structure. Although some complaints may be quick fixes, be on the lookout for recurring complaints. You wouldn’t want to lose business because of the same thing. There are hundreds of people around the Central Texas area that check out 3rd party reviews before making a final decision.

Respond To Negative Reviews The Right Way

The best way to respond to an upsetting review is by acknowledging the customer and addressing what you are doing to fix the problem. Ignoring a review can upset the customer even further and generate a feeling of neglect and carelessness. Instead, try responding as soon as possible with the best response possible. Here’s an example of a proper response to a negative review: “Hey Bill, sorry for the inconvenience. We are now offering booster seats for children for the next time you visit!” Make sure to keep every response polite, otherwise, you’ll receive more backlash in the future. This also shows others who visit the review site that your company actually fixes problems instead of masking them.

Ask For Feedback

Asking an upset customer what you can do to fix the problem is a great way to let the customer feel heard. Of course, always make sure that you limit what suggestions you pay attention to (there are occasional complaints that don’t matter as much as others).

Final Thoughts

Online reputation will forever be important in this lifetime. In most cases, more great reviews mean more business. If you need help managing your online reviews, contact us today for a free quote. Our digital experts are ready to put the best small business practices for you. How have you tried to increase the number of your online reviews? Which review site do you trust most? Which review sites work the best for you? Have you ever received an online review that changed your business structure? We want to know your thoughts on the matter!