Digital word of mouth marketing is on the rise as around 90 percent of the consumers prefer looking at the reviews for a product or service before making a purchase. Thus, business owners and marketers spend months and years acquiring online reviews on websites like Yelp and Google. But, it has the flip side as well; there are chances of getting Negative Reviews. Although some negative reviews are essential for striking a perfect balance, it is crucial to counter those negative reviews in an effective way. Here are four tactics to How to Deal with Negative Reviews on Google.
Get more positive reviews to cover the negative ones
There is no way you can eliminate getting negative reviews. No matter how good your products or services are, there will be a user segment that will not be impressed. And, it is crucial because getting reviews that look too perfect can be a counter to your credibility. But, you can diminish the lousy feedback by getting more positive reviews. All you need to do is offer good-quality services and customer experience, and good reviews will flood in. You can encourage your consumers to leave positive feedback for you by having a ‘Yelp’ badge on your website.
Be quick to respond to negative reviews
When customers leave negative feedback, you should respond to it promptly. It would reflect that you care for them and appreciate what they feel, which will encourage them to stick with you for the long term. Feedback is of two types: constructive and destructive, and you will get both. While destructive criticism is something you should avoid, there will be some users who genuinely want to use your products but want it to get better. You should always appreciate such consumers and be on your toes to respond to them.
To do so, all you need to do is read all the reviews and respond to the negatives ones with calmness and care instead of rage and arrogance. If you feel the experience you provided was unsatisfactory, don’t be ashamed to apologize. One of your top priorities while responding to negative reviews is to convey that such experiences are rare, and you are determined to take necessary steps to improve them.
Don’t ignore positive reviews
While responding to negative reviews is critical, not responding to positive reviews can also be detrimental. On the one hand, replying to negative feedback indicates that you care for your customers. One the other, responding to positive reviews reflect that you recognize and appreciate your loyal customers that are contributing to your positive online reputation. Also, it enables you to interact with your customers, thereby promoting user engagement.
Politeness is crucial
Some negative reviews, typically the destructive ones, can lead to a negative response from your side. But, be mindful that the use of certain language or opinions from your end can drive more negative responses, which can deteriorate your online reputation. Some reviews might be stupid or pointless and may deserve a strong reaction, but doing so in front of hundreds or thousands of existing and potential customers can backfire. Therefore, irrespective of how destructive, offensive, or insulting a review is, make sure you stay polite and respond calmly and smartly.
Positive reviews contribute to positive brand reputation, but negative feedback leads to improved services and necessary changes. Therefore, GMB Optimization is crucial to deal with negative Google reviews in a smart and effective manner. If you want to learn more about how to get more positive reviews on Google and how to counter negative feedback effectively, register for the GMB course.
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