The End Of The 1-Star Review
Online reputation today is more important than ever before. If you take your eye off the ball for even for a second, a small number of customers can have a severe impact on your online image. That’s why you need to do whatever it takes to stop 1-star reviews before they pop up online.
When it comes to online reputation, sometimes the best offense is a good defense. By putting in place the right steps and procedures, you can simultaneously prevent bad reviews while also potentially turning these negative experiences into positive ones.
You Can’t Help Customers You Never Hear From. A lot of times, a bad review could catch you by surprise. You sold a car, it was uneventful and before you know it, that customer is leaving a stain on your online reputation. It’s frustrating for you since the customer never voiced their issues to you, but there is something you can do. Give all your customers a chance to come to you first with their complaints or issues. This requires regular follow up on your part. Whether it’s by phone, email or old-fashioned direct mail, checking in with you customers will help you get a chance to proactively address any issues that come up.
Artfully Craft Your Ask. If you’re plugged into your online reputation, you’re likely doing something to ask your customers for reviews. Sometimes it’s in person and other times it could be with email or text messages. Whatever you do, having an electronic method for customers to leave negative feedback will help you capture these issues before they turn into online complaints. If you ask electronically, start with a question as to whether the customer had a positive experience or not. If they had a poor experience, direct that link to somewhere the customer can vent to you. If it’s positive, continue them on the way to leaving a positive review.
Respond To The Negative. Sometimes, poor reviews will slip through the cracks. When they do, respond quickly and personally, apologizing for the poor experience and providing a way for the customer to contact you. If you can identify the customer based on the review, you can also reach out directly to the customer. It’s a delicate situation, but try to identify what went wrong for the customer and see if there is anything you can do to resolve the situation. Sometimes, you may even be surprised to find that a customer revises their negative review into a positive review once you’ve shown how much you care about their experience.
Outrun The Bad Reviews. Above all else, the best way to limit the impact of 1-star reviews is to outweigh these stories with the positive ones that tell the true story of your business. It’s no secret that upset customers are more likely to leave a review than happy ones, so it’s incredibly important to ask as many customers as possible for reviews. By building a consistent process for asking for reviews, you’ll land enough positive to improve or maintain your positive online image.