Managing your online reputation is not always the most enjoyable of tasks. Often, it means responding to criticisms and negative critiques of your business. Nevertheless, reputation management is something that should not be avoided, especially if you are a small business owner. One negative - or positive - review can make a big difference in how your business is perceived.
You should get in the habit of acknowledging all comments and reviews - especially the bad ones. Bad reviews happen to everyone; it's how you respond to them that helps people form an opinion about your company. Deleting comments is unethical - most times they can't be undone. Ignoring them makes it appear you don't care about the customer. Responding negatively to a comment is just plain rude; never be defensive, even if a customer is clearly incorrect. The customer is always right, even when they're wrong. Below are samples of how to respond to a review:
- Response to a positive comment: Thank you for leaving a review and mentioning our website design services. The team here at LyncServe is thrilled to hear such good feedback, and we're proud to be able to help businesses in Bucks County! We hope to work with you again!
- Response to a negative comment: I am so sorry to hear about your bad experience. We are normally known for our exceptional attention to detail and we regret we missed the mark. My name is Jill and I am the Manager. If you'd like to discuss this further, please contact me at firstname.lastname@example.org.
Reputation management is a critical part of online marketing. Maintaining oversight of your online presence will help you to know what people are saying about your business. Knowing how you are perceived can help you to move forward either by confirming your marketing strategy or by giving you the opportunity to adjust it as needed.