1. Do not ignore Negative Reviews
Unlike a dog, a negative review will not disappear if you look away. You must read, learn and have a plan for each one as it speaks about you as a leader, it talks about your brand and your organisational culture. Encouraging your team to be feedback fit and able to accept healthy criticism speaks volumes to the market.
2. Respond to all Negative reviews
It is essential to work daily on improving your company’s review ratings on all platforms, e.g. Google, Facebook, Glass Door and so on. You do this by responding to all reviews as they arise, positive and negative.
Responding to the negative reviews is a positive start to redeem a company reputation. There is always a way to soften the blow by using a meaningful response that shows you are open to feedback and willing to learn. If you do receive a review from someone you a certain has never done business with you, make sure you make that clear “We have no records in our system of working with you, but please do contact us on…”
3. Optimise all your profiles
Each platform allows you to optimise and update your public company information. Having a highly tuned profile will add lots of credibility to your business when interacting with each review.
Pro tip: If you want to stay ahead of the game, add as much detail to your company’s profile as possible. The website, opening hours, description, photo’s, events, products and address.
4. Encourage happy customers to review there and then
People who want to complain are more likely to use Google or Facebook to vent their frustrations and dissatisfaction with their experience as a paying customer. One way to promote positive reviews to combat these negative reviews is to ask the customer there and then to leave a fair review online.
The best ways to motivate customers to leave reviews include:
- Offering guidance into the review process
- Letting them know how it helps the company
- Allowing them the choice to review
- Asking them at the right time and place
Remember to be as helpful, authentic, and transparent during this process. Make sure you give exact directions to your customers, so it does not ruin their positive experience.
5. Adapt your business model based on reviews
Check all your review platforms weekly as these insights often provide companies with the ability to make informed decisions on how to address anything from complaints, compliments, to constructive suggestions.
This type of feedback fitness will help to improve your organisation as a whole and your staff’s mindset individually as they progress in the workforce.
6. Leave your emotions at the door
It is never personal and if it is, follow steps 1 – 5 and address it like a professional.
I hope this helped.
Reference: A great book to read is ‘A Complaint Is A Gift’ by Janelle Barlow.
