4 Positive Strategies to Combat Negative Online Reviews About Your Countertop Business
Eighty eight percent of customers have been influenced by an online review in making a purchase decision, according to Zendesk, a customer service software platform. That means managing your business’s online reputation is a vital part of generating new kitchen countertop customers.
A request recently came in from a business owner interested in collaborating with our group and a quick online search of the contractor’s name revealed why he is struggling to gain work. The first page of search results on his name revealed postings about unethical business practices, and several negative user reviews – without one positive comment or response from the contractor himself.
This sort of online presence is deadly for countertop businesses. Here’s what you need to do to reverse or prevent this from happening to you.
1 Attempt to have inaccurate bad reviews removed
Most online review sites generally do not remove bad reviews. However, if the review is blatantly inaccurate (such as the reviewer posted about your business, but meant a different firm down the street), and you can prove the inaccuracy, they do occasionally remove those posts. Of course, if the review is simply unfavorable, but factually valid, your request for removal will be ignored.
2 Work to get more positive reviews to dilute the impact of the negative review
Read our blog article on how to generate positive reviews and testimonials for your firm. And make sure they get posted. The more new (hopefully they will be positive) reviews that are posted, the more the older bad ones drop off the first page and are less likely to be found or read.
3 Post a response online to the reviewer to apologize and offer to make things right
Be tactful with your apology, and, again, don’t make excuses. Express your concern for their feelings and offer to correct any and all issues that lead to the customer’s unhappiness. You may have to offer to refund a portion of your charges to make things right.
4 Respond directly to the poster of the bad review and work to fix the situation
Often the reviewer will post an update to the review discussing how you responded following the bad review. And what they say in the update could have as much power as an initial positive review.
The best time to respond to an unfavorable online review is ASAP. Contact the reviewer offline, sincerely apologize for your actions that caused them to feel unhappy with your service, and work to rectify any and all issues of concern to them – even if it costs you money to do so.
Don’t make excuses. Own the problems, and let the client know you appreciate them bringing the issue to your attention so you may be more aware and prevent the issue from happening again. If the customer is satisfied with the resolution, they will often post an update and improve their online opinion of you and your business.
When others read the original review, and how you responded to resolve the complaint, they will look more favorably upon you and your business.
At LeadQ, we post positive reviews to the customer-generation campaign sites we promote for the countertop businesses we work with – reviews and testimonials you’ve already received, but may not be readily seen by people viewing the first page of search results. Even if those good reviews appear elsewhere on the internet, the impact of posting them again directly on the campaign site adds visibility and credence that can help outweigh the bad ones.