• Tom Hunt

HOW TO DEAL WITH A NEGATIVE ONLINE REVIEW

In a way that actually gets you MORE customers.



It can feel really frustrating, deflating and demoralising when you receive a negative review from an unhappy customer.


But it's all part of the process of having your own business.


So how can you respond in a way that actually gets you MORE customers?


Is there such a way?


Let's take a look.


When you've put in months of effort to get fantastic reviews from your customers it can really hurt when you see someone has left a negative review, but this is the reality of being a business owner in the digital age.


So our first tip: Prevention is better than cure.


Before you part ways with your customer ensure they are completely satisfied, if you get a suspicion they're not happy still, check in with them a day or so after.


You can create default message templates within SMART Estimator to send an SMS or email with a tap for this, so it doesn't take up your time.


Keep calm, don't respond with emotion.


Take some time, this is the perfect opportunity to show future customers they can trust you.


Ever seen a page with 100% 5 Star reviews? Sounds too good to be true, doesn't it?


Maybe it is, but some research actually shows bad reviews are sometimes good for business.


Swipe to see the dos and don'ts of responding.


Do


Respond promptly


Be respectful


Keep it short and sweet


Offer to fix the problem


Take the issue offline


Don't


Leave it for days


Be rude


Air out your dirty laundry


Refuse to rectify the issue


Start playing reply tennis


Here's an example:


Dear _________, thanks for sharing your feedback.


We’re sorry your experience didn’t match your expectations. It was an uncommon instance and we’ll do better in the future.


Please feel free to reach out to me on ______________ with any further comments, concerns, or suggestions you wish to share.


We would like to make things right if you give us another chance.


SEE IT AS AN OPPORTUNITY.


To show future customers your ultimate goal is their satisfaction.


SMART ESTIMATOR APP has default message templates to save time re-typing the same messages, for example, when asking for a review when a job is complete, also you can attach your social media and review profiles in your estimates and invoices which display as icons for your customers to tap and instantly leave a review.

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