Bad Reviews? No Problem.
Sure, you can always get an SEO company to bury those pesky negative reviews. With the help of a professional targeted strategy, they’ll boost the right information to the top and allow the rest to go unnoticed. What most of these companies don’t tell you is that there are also simple actions you can take on your own to improve your online rep.
Most SEO companies don’t want you to know this – but I guess it’s a good thing we’re not most companies, right?
Read on to get insiders tips on DIY fixes for your online reputation.
Respond to Negative Client Reviews Calmly and Rationally
When someone leaves you a bad review, it’s easy to get heated. But wait. Take a deep breath. Collect your thoughts before sending an emotionally charged response. Instead, answer calmly and show that you value the client’s opinion.
Even if you’re not quite sure why they’re upset, it’s always best to apologize. The customer is always right, after all. Try to take an empathetic and understanding approach. If you’d like to go the extra mile, ask them to reach out in private to discuss the situation. There might be an opportunity to make things right, and they might even leave you a new positive review in return.
Take the Conversation Offline for More Effective Communication
You can’t control the reviews people leave, but you can control how you respond to them. After you’ve left a polite and professional public reply, leaving contact information can allow you and the dissatisfied client to hash things out in private if they so choose.
Taking the conversation offline can help you communicate more effectively, as tone and nuance are better conveyed over the phone. You might even find that the customer isn’t as unhappy as they seemed in the reviews—especially now that you’ve reached out to them.
Keep Track of What People Are Saying About You Online
Whether you like it or not, people are going to talk. And when you have a company, it’s important to be in tune with what people are saying about it, and where and how they’re saying it. With the help of online tools like Google Alerts, you can track individuals that mention your business online.
These tools will monitor the web and notify you when your company name is brought up. This way, you can always stay in the loop, regardless of whether the conversation is good or bad.
View Common Complaints as Constructive Criticism
Are you seeing a pattern in the negative reviews you’re receiving? It might be time to lay down the groundwork for some change. Ultimately, you should be dedicated to customer satisfaction and always want to better your services.
So, pay close attention to what your clients complain about—especially if you often receive similar complaints. Take it as constructive criticism and an opportunity for improvement. If you put in the work, you can only go up from there!
There you have it, folks. The secret (not-so-secret-anymore) online reputation management tips that can help you turn those negatives into positives—all on your own. Still, if you find yourself needing more expert advice, or if you’d like to boost your rep even more, drop us a line at firstname.lastname@example.org or call us at 1.888.667.7186.