GO Creative offers professional website and SEO services to our clients in Australia, so every now and again we come across bad customer reviews on our client’s websites. When we contact the business owners, many of them want to simply ignore the bad reviews, but this isn’t the best idea for either your business or for SEO purposes.
A poor review is an opportunity to engage with your customers, acknowledge the problem and offer a solution. As a website consultant, we know that this positive engagement not only increases the trust factor of your business, but it also helps with SEO, because you are answering questions and interacting with customers on your website.
Website design and SEO can only go so far to improve your sales and profits, it is how you respond to negative reviews that can make a big difference in the long run. After all, your customers don’t have to buy from your business, and if you ignore bad reviews and the problem keeps resurfacing, you will lose customers.
Tips on managing bad online reviews
You might not think that website and SEO services would include responding to bad reviews, and to be honest, they don’t. We simply monitor our client’s websites and contact our clients when it is needful, and a bad review is one of those instances.
As a website consultant, it is important for us to reinforce to our clients that when they respond to poor reviews online, everyone is watching. This means that you should be professional and caring, rather than confrontational and argumentative. Don’t take it personally and always focus on finding a solution for the customer’s complaint.
Sometimes, it doesn’t matter who is right or wrong, the customer simply isn’t happy and wants a refund or a replacement. It is your job to resolve the problem to the customer’s benefit, otherwise you risk losing other potential customers who feel that you didn’t deal with that customer well and it might happen to them as well.