Like it or not reviews of most every business appear online. Google collects reviews delivering them in general searches for your business. Facebook creates pages for small businesses, as well. with people able to leave reviews whether you choose to manage the page or not.
For customers where Pegasus Ventures manages the social media account we find reviews tend to be, overall, both positive and accurate.
Pegasus Ventures occasionally finds itself gently advising small business clients to give attention to streams of poor reviews. The small business owner needing to work on customer service or quality issues uses reviews as a tool to gage how customers perceive the business.
So it's a balance. Great work will reap great rewards with the cranks wildly outweighed by the good reviews of good work.
Tactics and Strategy: Answer Reviews Quickly
The crank finds less joy when they see a small business regularly responds to critical reviews. Nothing undermines the malicious reviewer better than an answer. Pegasus Ventures manages a number of social media accounts for customers and we quickly respond to bad reviews with questions. Most of the time no further response occurs. So imagine looking at a bad review, do you care much about what was said when the business responds with no further reply?
In managing social media presence Pegasus Ventures believes the best strategy for avoiding the bad actor? Respond to all reviews. Take the time to appreciate people, ask questions when the reviews mention concerns so the anger driven person knows, in advance, their acting out gets an answer. If the goal is abusive and someone with malevolent intentions sees the small business treats people with complaints really well, they take their malevolence elsewhere. For the few who insist on creating issues, anyone seeing those reviews quickly sees the malevolence thus discounting the review.
Google Tips for Answering Reviews
Business owner responses allow you to build relationships with customers, but they’re also public. When replying to your customers, keep the following guidelines in mind:
- Be nice and don’t get personal. This
isn’t just a guideline—it’s also a good idea as a
business owner. It's difficult to win an argument
with a frustrated customer, and you want to avoid
burning bridges. Keep your responses useful,
readable, and courteous.
- Keep it short and sweet. Users
are looking for useful and genuine responses, but
they can easily be overwhelmed by a long response.
- Thank your reviewers. Respond to happy reviewers
when you have new or relevant information to share.
You don’t need to thank every reviewer publicly,
since each response reaches lots of customers.
- Be a friend, not a salesperson. Your
reviewers are already customers, so there’s no need
to offer incentives or advertisements. Tell
reviewers something new about your business, or
share something they might not have learned from
their first visit.
For more information on this topic and to see how to
ask Google to delete malicious reveiws,
click or tap here to read more on what
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