Reputation Management 101: How to handle negative reviews

is where we spill our knowledge, exploring stimulating topics that often influence the daily grind.

Consumers often rely on the reviews of others when deciding whether to use a business. If you were looking for a new pool cleaning service, you would probably not call the company that had negative reviews saying that they were unreliable and had horrible customer service. No one wants bad service.

Negative reviews happen and can be especially damaging to a smaller business. The good news about bad reviews is that you can minimize their effect if handled correctly.

Building trust and establishing quality relationships is vital in today’s digital world. At Wild Coffee Marketing, we know a thing or two about reputation management.  While there are several approaches to handling negative reviews, we’ve found a very simple and easy-to-remember method.

HEARD

H: Hear. Shush. It’s time to listen. Let your customer talk without interruption.

E: Empathize. Make sure you let your customer know you understand how they feel.

A: Apologize. This might be hard to do, even if you were not the one directly involved with the issue, but it’s important to make a sincere apology.

R: Resolve. Get the issue resolved quickly and ask the customer how you can make it right for them.

D: Diagnose. Get to the bottom of why the issue occurred in the first place and make sure to fix protocol so it doesn’t happen again.

HEARD was created by our fellow marketing gurus at valenspoint.com who share the same passion we have for helping small businesses amp up there business. It’s a great customer service technique when dealing with negative reviews. Remember to always let them be HEARD!

WILL YOUR BUSINESS BE READY TO ADDRESS THAT SHIFT AS OUR WORLD COMES OUT OF A CRISIS?

Is your messaging ready to address key concerns and ongoing opportunities? Wild Coffee Marketing can help. Contact us today to learn more. At Wild Coffee Marketing, we love helping companies grow better.

Share On:

Facebook
Twitter
LinkedIn

You’ve come to the right spot for a quick read from Wild Coffee.

THERE’S MORE WHERE THAT CAME FROM

Why a Google Business Profile Needs to be Part of Your Marketing Strategy

Did you know that Google is the most visited site in the United States? That’s right. There are about 246 million unique Google users in...
Read More

Reputation Management 101: How to handle negative reviews

Consumers often rely on the reviews of others when deciding whether to use a business. If you were looking for a new pool cleaning service,...
Read More

Some of Our Favorite Digital Marketing Tools – Part 1

There are a variety of SEO tools available, but not all of them operate with the same power or give you the metrics you need...
Read More

Marketing Tools we Use for Productivity at Wild Coffee Marketing

Wild Coffee Marketing pulls talent from all over America, allowing for a remote workspace that cultivates creativity. Communication and a streamlined workflow have become the...
Read More

Top Four Lead Generation Trends

Businesses are always looking for the best ways to reach their target audiences in cost-effective ways. How can you best reach your current and potential...
Read More

How Does AI Fit into the Marketing World

The age of AI is here. We live in a world that revolves around efficiency, instant gratification, and communication via the internet and advanced technology....
Read More