If you’ve been in business long enough, you’ll know this is absolute true:
You could have 100 happy clients and one bad one, but that bad one is the one who will go and spread bad reviews all over the Internet about you — while the good ones don’t do anything.
It is what it is. We can complain about how it is or accept it, be responsible about it and handle it. I choose to be responsible about it and handle it. If you agree, read on.
Handling your reviews on the Internet is actually the subject of public relations, which is how you are viewed and how others think of you. The Internet has changed the ease at which this can happen.
Companies and websites like the BBB, Yelp and Google Reviews have really created this issue. Unfortunately, and probably non-intentionally, these sites have been heavily used to spread around bad reviews. This is now turning into lawsuit material where certain companies are suing people for writing bad reviews. This is probably justifiable for some businesses as one bad review can hurt a good business that is working hard to grow and survive. And as the most experienced of us know, some people just aren’t happy no matter the job you do.
This article is for those of you who do care about your client but still get that “one customer” who complains anyway.
How do you handle it?
- Many sites have recourse to handle bad reviews. That should be the first thing you attempt. Get them removed, if possible. Or you could actually ask the person to remove it… if they are willing. But let’s assume they are not.
- The most important thing is to build up your positive reviews. You have to take control over your online reviews. This is a part of your company’s public relations strategy. Get your clients to go to Yelp, Google Reviews, Merchant Circle, Angie’s List, etc. and write positive review about you. Ask them for their help. Most people want to help and will do so when asked, but you have to ask. If you do not ask them they will not do it. You must take responsibility for your PR and control this. It will not happen on its own. I’ve sent emails to my clients asking them to do it, I’ve called them; however you communicate with them, you have to ask.
Then, when you have 30 positive reviews from great clients and one bad review from that “one customer” who was impossible to make happy no matter what you did, everyone will read your reviews and think, “That’s one of those guys who just isn’t happy about anything.” People aren’t stupid. They know those people exist.
This is important: Absolutely do not get into an “Internet war” with the person writing bad reviews by writing negatively about them. You will lose that game. ]
Take the high road… the professional road. Your time is better spent on getting positive reviews, which results in getting more good business.
Dan York is the founder and chief executive officer (CEO) of Stellar-eMarketing and is a seasoned entrepreneur, Internet marketing expert and administrative and marketing consultant, as well as a veteran public speaker. More information is found on York’s websites: www.Stellar-eMarketing.com and www.water-damage-marketing.com