Customer reviews can make or break your small business. With every negative review, your sales and profits take a severe hit that lasts for many years. Take the right steps to manage your online reviews and improve the reputation of your small business.
Reduce or Remove Negative Reviews
Negative customer reviews are similar to gossip because people tend to believe them. Reducing or removing the number of negative reviews is necessary. One bad review causes you to lose hundreds of existing customers and thousands of potential customers who will no longer be interested in your business.
Highlight Most Flattering Reviews
Among all reviews, there are always one or two that go into great detail, praising both the product and its company for its exceptional service. This is the type of review that you want at the top of the reviews page, and you should use the customer as an informal brand spokesperson. Always look for ways to highlight your most flattering reviews that are most helpful to other customers.
Monitor All Reviews
It’s hard to keep track of every customer review that appears manually. Every seller’s account or website that should have an automated feature to alert them of every new review that is created. Another option is to hire online review monitoring services in the form of software or professionals who will make note of all new reviews. Using customer tracking or customer relationship management software is the most affordable and easiest choice to monitor online activity. Upon hearing of a negative review, the business owner will respond quickly to correct damaging information about your company and its products or services.
Keep Track of False Reviews
Although not common, there are some small business owners who deal with false reviews from mischievous customers, disgruntled employees, or ruthless competitors. One solution is to verify the details of each purchase before allowing a review to be published. Another tip is to review the signs of a false review, especially if it’s negative, and have the ability to remove it, if necessary.
Reviews and ratings are essential tools that establish trust and loyalty among your customers. Reviews help potential customers know what to expect when they buy your product and trust your company. Make a regular habit of keeping track of online reviews with the help of software and employees. Protect your business from false accusations, maintain customer satisfaction and improve your brand visibility and reputation.
