Three people handed in their notice in a single week. You had barely trained your new receptionist. Then came the backorders from your supplier. And the icing on the cake? A negative Google review.
It often happens that a rough review comes in the wake of an incredibly challenging situation at your business. But even if it isn’t during a tough time for your company, a negative review can happen to all of us, and how you respond may be more impactful than the initial Google review. First, let’s talk about why you shouldn’t just snap your laptop shut and forget about it:
- The obvious: people read that review and see the effect on your star count and decide to patronize another business.
- SEO: Google’s rankings are affected by reviews, so when people search for items related to your business, they may not see your site first.
- You don’t want to see things snowball, where a review doesn’t receive a response, so others start to pile on the complaints.
Clearly, the situation calls for a response. Make it a good one, and you might even reverse its effects. Here’s how you do it:
Acknowledge and Apologize: The key here is to make it an unqualified apology. Don’t get defensive, don’t give lengthy explanations and don’t see it as a personal attack. Even if their complaints are unreasonable or flat-out lies, stick to the high road.
Offer a Solution: People love to see a brand respond graciously to an attack. It can be endearing to watch a company take a complaint well, and some people may even root for you. Give the complaining customer a solution, with an offer that allows them to give you another shot. And if they say no, tell them how much you appreciate their feedback and wish them well.
If Necessary, Take it Offline: Sometimes, a conversation around a complaint is no longer a good fit for spectators. If the customer feels they were mistreated in a way that needs to be discussed further, or if they are extremely angry, you may not want the drama to play out on a review page.
Trust Your Target Audience: Every now and then, a Google review can be bad enough to seem fake or fraudulent. Try not to get too stressed out over it, because people are accustomed to seeing an off review here and there and know when to dismiss them as unreasonable. If your other reviews are positive overall, it probably won’t keep a potential customer from giving you a try.
If navigating digital marketing concerns, like a negative social media conversation or Google review, tends to take up too much time or causes you a lot of frustration, that’s when outsourcing your marketing can be a great solution. Contact us at SJC Marketing. We can turn even the most bitter complaints on a Google review into an opportunity for your brand to shine.