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

3 Marketing Tools We Like to Use and Why

One of the principal functions of a marketing agency is to increase the exposure, sales, and profits of a company. Part of taking marketing to...
Read More

Podcasts: What Are They & Why Are They Good for SEO?

Podcasting is still a relatively new field and may be unfamiliar territory for many small businesses. Yet, for certain businesses, podcasts may prove to be...
Read More

Direct Mail: Does it Still Work?

In this digital world, is it worth it to still do direct mail campaigns? In comparison to digital advertising, the cost of print and postage...
Read More

Paid Search vs Paid Social: Don’t Put all of your Eggs in One Basket

Social media has changed the marketing game in a lot of ways. It’s a resource that is constantly evolving, and one that marketers still struggle...
Read More

Best Email Marketing Tool for Your Business

Email marketing is a simple and effective way to reach out to your clients or potential customers on a regular basis. For an email marketing...
Read More

Driving Digital Transformation in Small Business

The locomotive pace of digital innovation makes it challenging for big businesses to keep up, let alone small businesses. A profusion of digital technology and...
Read More