Social media is a great place for people to interact with local businesses. Often, part of that interaction includes leaving both positive and negative reviews. In this blog, we will look at how to respond to both positive and negative reviews on social media.
Positive Reviews on Social Media
Positive reviews on Yelp, Facebook, Google+, Twitter, and other social networks are great for instilling trust in potential clients and improving conversions.
When you do get a positive review online, don’t just high-five your staff or pat yourself on the back for a job well done. Respond! Take a moment to reply to the social media user who left you a review. Thank them for their positive review and let them know you are pleased they are happy with your services.
Handling Negative Reviews
Even for the most client-centric business, a bad review is inevitable. Remember the saying, “You can’t please all the people all the time”? Well, it’s definitely true when it comes to online reviews. The great news is that most online users understand this and expect to see at least a handful of negative reviews. The bad news is that you can’t delete reviews. If you do get a negative review, don’t panic. There are steps you can take to mitigate the negative reviews.
First, craft a professional, polite response to the negative review. The quicker you respond, the better, but don’t rush it! If you need to look into the complaint (ie. error in billing, problem with a staff member, delayed appt, etc.), do it prior to responding. If you determine the review is accurate, take steps to rectify the situation and respond with the resolution. If you find that the reviewer may have fudged the details, create a thoughtful, understanding response clarifying the situation. Never, ever, ever say the reviewer is lying since this reflects poorly on you. Simply state there are several outstanding factors and add the additional information for clarification purposes. Be sure to include specific contact information for resolving the issue if it can’t be handled in a response.
Next, start by soliciting reviews from satisfied clients. You don’t have to let them know you got a negative review, just let them know you’d love for them to share their positive experience online.
Lastly, continue to monitor your social media and post regular engaging information to keep your audience interested.
For more information about managing reviews on social media, check out our latest webinar, “5 Ways to Deal with Social Party Crashers.” Get tips for managing your reputation on social media. Call 1-800-462-8749 to schedule your personalized consultation today.