We all know that a businesses online reputation can be broken by just a few bad reviews. Why would someone buy from your company that has 1 bad review when your competitor has 0? It doesn't matter if you have 10 five star reviews along with that 1 bad review, it's still seen as a strike against you.
The downside of reviews is that people who are upset with the item or service they purchased from you are the ones who are more willing to review you. The people who are happy with the item or service go on about their day a bit happier because they think you're awesome lol.
You'll need to figure out how to get those happy customers to write some awesome stuff about you on their favorite review site. And that's why I'm posting this discussion
- Step 1: Set up Google alerts so that you know when someone is talking about your website. This isn't difficult to do and takes only a couple minutes. When you're done you'll get notifications when someone has mentioned your website and you will see exactly where it is. You can log in or register an account then comment back to the positive or negative review/comment. This will help reverse the negative posts made about your website and will also create chatter from the positive posts
- Step 2: You'll need to catch the bad reviews before they're posted. It sounds difficult, but it's actually easier than it sounds. All you have to do is set up a system that will automatically contact the customers and ask them if they were happy or upset with the order in any way. If they are upset you'll need the system to do some troubleshooting in order to figure out what was wrong and how you can fix it. You can even set something up to send out coupons for the customers next order but they will most likely want a refund, which you should do in order to avoid a negative review.
- Step 3: If a customer is happy, they will probably not write a review for you. It's a sad truth, but it happens all the time. After a customer has received the item, you should send out an email whether it's manually or automatically, and ask them how happy they were with their purchase. If they mark 4 or 5 out of 5 then they should be prompted to write a review on any of their favorite review sites in order to receive a coupon code for XX% off their next purchase
- Step 4: You need to stick to your promises. If you're talking to a client and they are upset with their order and you decide to say "We'll send you a replacement free of charge. Do not worry." They will be relying on you to fulfill that. If you back out on this and charge them for anything, then you will most likely get a bad review. Stick to what you say
Does anyone else have anything they can add?
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Thanks,
Razzy
Lynne
What you have highlighted here Razzy is oh so true. If someone is angry, upset or disappointed they are so much more likely to leave a review, which will not be a good one of course!
If a customer is happy they are more likely to do nothing. I love your idea of giving them an incentive to write a review like offering a discount for future purchases. If I am happy with my purchase and get offered a discount off my next purchase there is a very good chance I will leave a review whether I plan on making another purchase or not. Nice tips here Razzy and Mike thanks for elaborating on this. What you have highlighted here Razzy is oh so true. If someone is angry, upset or disappointed they are so much more likely to leave a review, which will not be a good one of course! If a customer is happy they are more likely to do nothing. I love your idea of giving them an incentive to write a review like offering a discount for future purchases. If I am happy with my purchase and get offered a discount off my next purchase there is a very good chance I will leave a review whether I plan on making another purchase or not.
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