How to Receive Negative Online Reviews Gracefully

By ABC Supply. 

Here are some strategies to help you manage less-than-stellar online customer reviews.  

It is hard not to constantly check sites like Facebook, Yelp, Angie or Google for feedback and reviews of your business. You not only want to know the reputation your business is getting, but it is also a smart business move to see what potential customers will see when looking your business up for a job.  

This doesn’t mean that reading online reviews is always a positive experience though. When you care so much about your contracting business it can sting to read a negative review, and it’s hard not to take it personally. Receiving a negative review is not fun, but resist the urge to treat it as an insult. It’s important to remain calm and remember how important online reviews can be for the future of your business.  

Here are some tips to help you respond to negative online reviews in a way that is representative of your business.   

Respond promptly 

In a consumer review survey, BrightLocal found that 87 percent of people read online reviews for local businesses, an increase from previous years. It’s good form to respond to online reviews as they come in, just as you would if they were in-person customer complaints or compliments. Always start by thanking the customer for sharing their concern and/or experience. Responding with appreciation and respect shows other potential clients that you run a professional business that values and responds to feedback. 

Take the conversation offline 

If there is an especially bad review about your business, or someone who is posting multiple criticisms, it might be a good idea to respond with a request for their contact information. This way, you can bring the conversation off a public forum and into a more personalized customer service situation. You will also be able to learn more about their experience, which may help you avoid similar situations in the future. 

Listen 

Listening is the most important skill in managing negative online reviews for your contracting business. Even if you don’t agree with what the review is saying, reviews are a great way to get candid feedback about the quality of work you’re supplying and the performance of your employees. Listening to what the reviewer has to say can alert you to issues that need addressing within your business. It will also infuse more sincerity into the tone of your response. 

Stay professional 

You work hard every day to ensure that your business is exceeding expectations, so it’s hard not to take criticism personally. Take a deep breath and remember that how you respond to a customer review will be used by future customers to determine if your business is worthy of their time and money. Your business is poised and professional, so your response should carry the same voice. 

Share how you’re resolving the issue 

Finally, include a resolution in your responses. If someone says that your team mishandled some aspect of a project, offer to redo or fix the work — and then follow through with that promise. This will show other potential customers that you’re committed to doing great work. It will also satisfy the reviewer, who will be more likely to come with future projects if you fix the issue at hand. 

Conclusion 

Responding to customer reviews is a critical part of maintaining a professional contracting business. Maintaining a calm attitude and responding with poise can help you improve your business and show professionalism through all levels of customer service. 

Learn more about ABC Supply in their RoofersCoffeeShop® Directory or visit www.abcsupply.com. 

Original article source: ABC Supply