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Is It Ever OK to Delete a Negative Social Media Comment?

deleteSocial media comments come in a variety of flavors. As a business owner, it’s your job to roll with the punches and respond accordingly. You can’t satisfy everyone all of the time, and you can’t stop people from sharing how they feel. Harsh criticism on the web isn’t a matter of if, but when. So, what is the best way to deal with a negative comment? Your knee jerk reaction might be to delete the negative social media comment and move on, but you need to fight the urge to do so. Here’s three ways you can take that negative comment and turn it into something positive:

Show How Far You Will Go

Sure, reading a scathing review about your business can feel like looking into the sun, but it’s also an opportunity to establish a positive reputation. When faced with criticism, it is important that you respond promptly. People are going to see that negative comment, and you don’t want that to be the only thing they see. Offer a sincere apology and a solution to their problem. In a sense, this is your side of the story. Show that you will go the extra mile to meet their complete satisfaction.

See it as an Opportunity to Improve

You know what they say, you can’t change what you don’t acknowledge. A negative review isn’t only a chance to show how far you will go to meet a client’s satisfaction, but it’s an opportunity to improve your company. Writing off every angry client as crazy can seriously hinder your ability grow. We hate to break it to you, but your company might have shortcomings. A negative comment can shed light on that fact. If it does, let your client know how you plan on making sure it never happens again. In a way, they have done a huge favor by pointing out your faults, and it didn’t cost you dime.

Take The Conversation Elsewhere

While you may have created a company page for sharing promotions, related articles, and other updates, there is another side of the coin. Facebook also opens up the stage for your customers, and you might not always be a fan of their performance. Remember, deleting a negative comment is a no-go, but you do have the option of taking the conversation offline. Offer a sincere apology and simply ask for the client’s phone number or email address. Explain that it would be more efficient to address the issue by having a conversion in a more direct environment. By doing so, you’re more likely to see eye to eye.

Closing

There are some instances when deleting a negative comment is totally ok. If the comment contains highly offensive language or imagery, go ahead and make it a thing of the past!

How do you handle negative social media comments? Let us know.


 

3 Ways to Attract Online Customer Reviews

email 2Positive customer reviews are important. How important? Consider this: 88% of consumers are influenced by online reviews. That means what your customers are saying about you online plays a HUGE role in the buying process, for better or worse. The key to getting positive reviews is, well, doing a good a job. It’s that simple. Put your customer first, deliver excellent service, and offer excellent products. Many business owners tend to overthink getting positive reviews and will go to great lengths to get them, even if that means going against Google’s guidelines.

Here are three legitimate ways you can attract online customer reviews:

Make forms easy

People like writing reviews. Whether sharing a good experience or bad experience, a majority of people will take 5 minutes out of their day to let others know if your company is worth their time or money. So, throw them a bone. Make it easy for them. Unless someone has something really bad to say about your company, no one is going spend time looking for a place to write a review. Create profiles wherever you can: Yelp, LinkedIn, Yahoo Local, Google Local, Trip Advisor, and Angie’s List. It’s also helpful to integrate a testimonials page on your website. This will allow a customer to leave a review with ease, and it’s a great way to boost your ranking on search listings.

Offer incentives

When it comes to online reviews, you need to be ethical. If you’re a startup, you may be tempted to buy positive online reviews. Quick word of advice: don’t. If your customers can’t spot the fakes, online review sites will. Not only will that cost you your reputation, you’ll also have to pay a hefty fine. Fake reviews are fraud. Why shoot yourself in the foot? Sometimes, all your customer needs is a little push to write a review. Offering an incentive, such as a discount on a future service, can be that extra thing that gets them sharing their thoughts about their experience. If you have a physical storefront hang up posters to let them know about the contest, or you can share it on social media.

Share reviews

Creating a company Facebook page is free and easy –  there is no reason why your business shouldn’t have one. It’s a great way to enhance your brand, share ongoing specials and promotions, and build and maintain relationships with your clientele. It can also be used to share positive reviews. Your customers will love being in the limelight, and their good word will motivate other satisfied customers to follow suit. It’s a win-win.

Closing

Online reviews are the new word of mouth. The more positive reviews you have, the more likely people are to choose your company over local competition. Keep in mind, that you will get a negative review from time to time. That’s life. See it as opportunity to show your clients that you care about your company by finding a solution to their problem.

How to Get the Most Out of Your Companies Online Reviews

How to Get the Most Out of Your Companies Online Reviews by LinkNow Media

Constructive criticism, feedback – every company needs it. It’s a great way to learn, grow, and improve your business. An awesome, but often feared, means of obtaining that kind of helpful feedback is through online reviews. Instead of being afraid of how online reviews might effect business, it’s time for your team to embrace them. Here are several ways you can actually get the most out of your online reviews.

1. Don’t fear the negative review.

A lot of people stay away from online reviews simply because they are scared of receiving a bad review. But the truth of the matter is that most online reviews tend to be positive, not negative. And if you are confident you are offering a good product, there’s really nothing you should be afraid of. But realistically all businesses will have to accept this fact: you will eventually receive a bad review. And that’s okay. In fact, 68% of consumers trust reviews more when they a mix of both good and bad ratings.

The trick is to get as many reviews as possible. Consumers are smarter than marketers often give them credit for. When consumers see a good amount of positive reviews versus one or two negative reviews, they can discern whether those bad reviews were fake or simply isolated situations that don’t reflect what their experience would most likely be like.

2. Make your reviews and your review form easily accessible.

Tests show that brands using online reviews increase their sales as much as 58%, and that 71% of customers are more confident in making purchases after reading those reviews. Making your reviews visible to your customers shows that you are a trustworthy company that has nothing to hide.

Moreover, by making the review form easily available to customers, you are showing you truly value their opinion and want more of it. Companies that demonstrate they are committed to improving usually have more trusting, loyal customers.

3. Don’t just address bad reviews, incorporate them into operations.

When and if you get a negative review, embrace it! You should know that it’s important not to ignore bad reviews; they’re an invaluable opportunity to showcase how caring and responsive your company is. But don’t stop there. After you contact the customer who left the bad review and genuinely try to solve the problem he or she encountered, make sure you address the root of the problem internally.

While hearing something negative about your business might feel like a bad thing at the time, you are actually being given the chance to better understand the strengths and weaknesses of your business and, most importantly, improve upon them.

Research has shown that 95% of customers continue to do business with a brand they once criticized if issues are handled quickly and competently, but the best business practice would be to avoid the issue in the first place because ultimately what customers really want is hassle free service.

Improving upon your products, services, and customer support based on customer feedback will organically improve your sales and ROI. If you do a good job at responding to these issues, you will not only win back once unhappy customers, you will also gain more customers who witness and respect your excellent customer satisfaction skills.

Conclusion

Success doesn’t come from getting everything right the first time. It is cultivated from being able to respond appropriately to problems, find resolutions, and adapt formal changes to prevent them from reoccurring in the future. Successful companies make the most out of every situation, good and bad. Online reviews are no different.

How to Deal with Negative Customer Reviews

How to deal with negative customer reviews by LinkNow Media

Let’s face it – consumers rely on the opinions of others when they are about to make a purchasing decision. Nowadays, the easiest and fastest way to scope out people’s take on a business is reading the company’s customer reviews. This is why platforms like Yelp, Angie’s List, and TripAdvisor are so relevant for the consumer and so crucial for business owners.

Positive reviews can really drive up business, while negative reviews can stop things in their tracks. It’s safe to say that no one wants to deal with negative reviews, but unfortunately, they are inevitable. Your business cannot possibly satisfy every customer 100 percent of the time. So instead of dreading them, here are a few helpful tips on how you can deal with them when they occur.

Monitor your Online Presence

In order to respond to reviews, you must first be aware of what reviews you have received. Constantly monitoring your online presence is key to dealing with negative reviews. It will give you a framework to work with.

Some tools you can use to keep up with your online presence include: Social Mention, Reputology, Review Trackers, and Google Alerts.

Respond Promptly

Companies should never ignore negative reviews. On the contrary, negative reviews need to be addressed as swiftly as possible. The sooner you respond to a negative review, the more you show you truly value your customers’ opinions.

Responding to negative reviews is also an opportunity for your company to extend an invitation for a second chance to the customer, who unfortunately had a negative experience with your company, brand, or service the first go around.

Tackle the Issue Offline

Some negative reviews deserve to be handled offline as opposed to being worked ou in front of the rest of the world. It’s up to the company or business to decide what’s best.

If it happens to be a delicate situations where things can turn sour or personal pretty quickly, perhaps it’s better to contact the reviewer privately via email or phone. Once you resolve the matter privately, you can always go back to the negative review and leave a brief comment for the public to read.

Always Be Polite

Negative reviews can sometimes get under your skin. But regardless of what the review says, keep it polite and professional.

Consumers who read reviews can often times give businesses a second chance when they notice how well the business handled the ticked-off customer. So remember, being the bigger person can lead to new future customers.

Do Not Allow Defamatory Reviews

Most consumer rating platforms do not allow businesses to remove reviews. However, if there is a review that is more defamatory than helpful you can certainly request the site to take it down.

Conclusion

Remember, negative reviews are totally normal and unavoidable. Your company is not defined by the number of negative reviews, but by they way it handles the feedback.

How to Approach Reviews as a Small Business

When running a small business, there are many factors that any business owner has to keep in mind when trying to create a positive for not only their brand but also for their future customers.

Now there are multiple platforms such as eBay, Yelp, and TripAdvisor where potential customers can look up a review of your business, so as a business owner your goal is to make sure people love and enjoy the service your business provides. Below are a few tips to keep in mind that could be very beneficial to succeed in procuring the best reviews. 

Reassure Customers That Their Opinions Matter

This seemingly insignificant behavior could end up making all the difference in the world, especially for small businesses. Although, having positive comments is always more beneficial for your business, a negative comment from a customer does not represent the end of the road for your business. After examining the negative comment, address the situation and explain this to the customer. This will help demonstrate to prospective customers that your business truly cares about giving customers the best experience possible. 

Avoid Fake Reviews

Now some small businesses owners try and take the easy route by having friends and family bombard review sites such as Yelp, eBay, and TripAdvisor with all good reviews. This is not a recommended route as these review sites could sue on grounds of misleading real customers.

Place the Positive Reviews on Your Website

If your small business has been succeeding in all aspects, and thus earning great feedback on review websites, take advantage of this opportunity. Specifically, make these post more visible on your website or social media platforms. Doing so not only attracts new customers, but also helps your business solidify the positive relationship with a loyal customer.

Delete Only Fake Reviews

It is absolutely imperative that you, if you have the power to do so, delete only fake reviews. If there is an unfavorable review of your business, take it as an opportunity to address the issues the reviewer mentions. Furthermore, reach out to the upset customer and try to remedy the situation as best you can. 

Customer Feedback

A Few Neat Ways to Utilize Customer Feedback

It wasn’t too long ago when the process of getting customer feedback was burdensome, time-consuming, and often futile. Fortunately for businesses, the world of customer feedback has transformed tremendously in recent years with the advent of social media and smartphones. Today, more than ever, there are far fewer barriers standing between business owners and their patrons. With all this feedback, you may be wondering how to best utilize it. Here is a list featuring a few awesome ways that you can use this feedback to impress your customers and improve your business strategies.

Tweak your product or service based on information you procured directly from your customer base. The adage “the customer is always right,” may be trite, but it rings true here. Any business owner will tell you how difficult it is to get in the mind of a consumer. Therefore, heed the advice of customers that are willing to provide it, both positive and negative. Your customers will be ecstatic that you are taking the initiative, to not only listen, but act upon their suggestions. 

Use all the feedback you get from your customers as a tool to motivate and inspire your employees. You can achieve this by placing all this positive feedback on a physical wall in the workplace or simply by sharing digitally with your employees. Doing so, will help show workers that they are having a positive effect on people’s lives. Furthermore, you can create an online page, as we did here, that features all this feedback, demonstrating the value of your service or product to a prospective customer.

If customers do, in fact, take the time to give constructive and useful feedback, you should reward them. In turn, this motivates customers to share their thoughts and provide you with helpful information. The reward can range from giving them an exclusive sneak-peak of an upcoming product, sending them a t-shirt, or writing them a personalized letter.  

Lastly, use your imagination. These are just a few helpful tips, but don’t be afraid to try out something completely unique. Most importantly, always value any feedback a customer is willing to provide. 

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