In today’s so-called digital age, having a strong online presence is key to helping your business grow and attract potential customers. Platforms such as Google, Bing, and Yelp have made it easier than ever for your business to get found and for your customers to share their experiences with your company, helping to spread awareness about your brand. While it is in the best interest of a business owner for all reviews to be positive, unfortunately, this is not always the case, as negative reviews are sometimes just a fact of life that you must accept. Negative reviews, however, are not the end of the world, and addressing them can be easy. In today’s blog, we’ll be discussing exactly this!
Adopt the Right Frame of Mind
As we stated, despite how much we may not like them, negative reviews are often a fact of life. With this being said, it’s important to first get yourself in the right frame of mind when you encounter a negative review. Assuming that the review is not outright slanderous, try approaching the review in a manner that is fair to the customer. Do not view it as a blatant attack, instead try to understand where they’re coming from, and take constructive feedback into account if there’s any.
Use De-Escalating Language
At the end of the day, it’s in your best interest as a business to keep your customers happy. Going the extra mile for your customers not only reflects well on your business but can also help encourage new customers. When replying to a negative review, using calm, eloquent, and de-escalating language can not only improve the situation at hand but can even encourage them to give your business another try! This is simply a win-win for your brand.
Always Point Toward a Follow-Up Conversation
When responding to a negative review, one of the best things you can do is open up the possibility of discussing the customer’s experience further. It not only gives the customer a chance to explain their stance, but it gives you the opportunity to right any wrongs. In many cases, a follow-up conversation will neutralize the situation, and if successful, encourage the customer to give your business another shot.
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Freight Checkers allows freight carriers to leave insightful reviews and ratings for freight brokers, shippers, receivers, and even truck stops, helping you make educated decisions about who you do business with. Interested in learning more? Just give us a call at 662-932-3775 or sign up for any of our plans through our website!