You can't delete bad reviews - so how can you deal with them?
If you’ve been receiving reviews that are mostly negative, there is an action you can take immediately. Though you should absolutely be listening to criticisms and trying to improve, you can employ this method in the meantime.
Consider gauging the satisfaction of your customers before you encourage them to leave a review. If you can tell whether your customer left your shop happy or upset, you’ll obviously have a pretty good indication of what kind of review they might leave. This is simple to do in person, as you should pretty easily be able to tell if they had a good experience and are speaking positively. Conversely, if you are working through a medium like email, this can be more difficult to maneuver.
When contacting customers through email, you have a couple of options. The first option involves including a simple question in the email - one like “How was your service today?”. This question will be followed by straightforward thumbs up and thumbs down buttons. If they interact with the thumbs up button, they will be taken to a page asking for a review. If they interact with the thumbs down button, they will be taken to another page that asks what went wrong with the service. This page will also have contact information for the business so that the issue can be corrected.
The other option is to link the email to a review page that is connected to your website. They can leave a review on this page, along with a star rating – similar to any other review site. However now, as opposed to another review site, you can choose to only showcase the positive reviews that come in. Not only that, but if they leave a review of 4 or 5 stars, you can link them to an external review site. Once they get to the 3rd party site, they can simply copy and paste the review that they left on your page. Overall, this is a great way to manage your reviews if you’re currently working through some internal changes to improve your business.
Note that you need to be careful of the terms of external review sites with these methods. Some review sites would consider these practices “gating”. Others are OK with using techniques like these and don’t have issue. But, in any case, there are probably ways that you can implement this concept that still function nicely within the terms of most review sites.
There is a lot to learn when it comes to managing your business' reputation on review sites. Along with these methods to limit bad reviews, there are many other important aspects to consider so that your business can land at the top of the list on any review site. Check out our other blog posts to learn more, or see how Reputation Revive can help you today!
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