Now that you’re clearer on what the problem is and what your goals are, it’s time to do some damage control. Consider the following questions when putting out some fires related to your online reputation.
It depends. If the reviews are posted on your space – your Facebook page, website, or YouTube channel – then you have the last say on what content gets to stay. You can remove anything negative about your brand and push the more positive comments on top of the pages. Some online personalities do this with the goal of fostering only positive thoughts on their spaces, especially in the comments thread in YouTube. You really can’t blame them. YouTube is infamous for having some of the most vicious commenters in the entire World Wide Web. If the threads are not moderated, it can get quite ugly.
However, you need to be careful when deleting negative comments and reviews. There’s a difference between removing a mean note from an online troll to removing a valid complaint from a customer. The former is understandable and usually necessary. The latter can send the wrong message to your audience – it might be construed as censorship and can have a negative effect in how your brand is perceived.
In cases like this, it’s better to let the reviews stay – as long as they’re not disrespectful – and just respond to them. This can be a great opportunity for you to give your audience a first-hand look into how your business handles criticisms and customer complaints.
Very professionally. Here’s a helpful guideline when replying to negative reviews online.
ü Focus on the main issue and gear your response towards it. Some reviews can go on and on since one of the reasons why customers write them is to vent, so you need to be the one to hone in on the specific cause of the complaint. Once you’ve dissected it, construct your reply with that issue as the main focus. This will simplify the conversation, temper the emotions involved, and save everybody’s time.
ü Do some background research. Arm yourself with as much context as possible regarding the customer’s issue. If they’re complaining about a delay in their order, check the appropriate department and confirm the order info. If they’re unsatisfied with how your help desk handled their previous issue, go through the documentation and see what else could have been done. Don’t reply without getting all your facts first. It’s also important that you find out if the issue is an isolated or recurring one so you take the right steps in making sure it doesn’t happen again.
ü Be polite and earnest. Apologize for the issue and thank the customer for taking the time to let you know about it. Starting with something simple but sincere like this will go a long way to making your customer feel better.
ü Identify yourself. Make sure the customer knows who you are and how you’re connected with the company. This will let them know that the right people are paying attention and they’re being taken seriously.
ü Be prompt. Nothing gets upset customers more upset than when they think they’ve been ignored. Always make it a point to reply to complaints within 24 to 48 hours. You want to make sure your side of the story is heard way before other people control the narrative.
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