Oh NO they didn’t!…Online Reviews

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Another new story made the rounds of the internet  regarding an angry restaurant manager reacting – or over reacting – when a diner gave her establishment a “bad” review! Who can forget the couple in Arizona made famous by Gordon Ramsey’s TV shows and Yelp wars! Bad reviews are a sad part of doing business online. Truth is, that one unhappy customer or person with a grudge will search and find ways to review while many satisfied customers thank you but fail to bother to review or even think of leaving a review.

Everything is at our fingertips online and anyone can voice their opinion. Business owners love getting the “good” reviews but OH then the bad ones happen. No matter how “great” you are, you probably will get some bad reviews. How you react – or fail to react – can be more important than the review itself.

Many small business owners neglect the option to “claim” their own listing on the review sites – and that is a grave mistake. By taking control of your listing you have the ability to post positive pictures and information (seo ) While you can’t remove a bad review, sorry, on most sites you have the ability to message the reviewer and/or to post a public apology or even a mild “rebuttal”

BUT….and this is a BIG BUT….be sure you calm down and think it through before you jump in and post. A heat of the moment insult can come back to haunt you .

Sometimes these hurtful reviews can be beneficial if you are willing to learn from justified complaints. If your business or employee was really in the “wrong”, then you can take steps to make it right and offer a sincere simple apology. Maybe that one waitress IS rude, perhaps your staff is over scheduling customers and leaving many of them angry about long wait times?

If it is more a matter of “taste” or preference you can make a simple apology while listing your “good” points “We are sorry you felt that way, we strive to make our customers happy”…etc

Then there is the “zinger” – An off the wall, very negative post with little details may be the work of a troll, a former employee or even a competitor. You can try to report the post , usually with little luck but if it is slanderous or vulgar you may be able to get it removed.

This sort of often UNFAIR review is the one that can make you fighting mad, but this is also the one to ignore. Even if it is not justified it is usually best to take the high road. Oh and please don’t try to fake reviews – that will backfire and the review site can shame you further. Most times is is best to just let it go rather than getting into a flaming war or draw attention to the troll

What else can you do? Well of course offer great service and product and satisfaction! Take control of your review sites and social media, engage with “your” people online, thank good reviewers, and maintain a responsive and active presence. Get your employees on board with improving the business reputation.

Need help with your reviews and Online Reputation? I offer “legitimate” strategies to help improve your online presence, and encourage your happy customers to easily leave more good reviews.

Too busy for social media? I can manage that for you

Feel free to contact me for a Free Consultation and learn “what they are saying about YOU” with no obligation – 954-825-3085

Thanks –

PS – link to a social media /review blunder

Canada Wood Kitchen and Bar diner Phil Jeruzal, told to ‘grow a set’ by restaurant boss

 

Reputation Management