If you have just started your new business, you will have to be more cautious about your reputation. People do not make a buying decision based on your promises, but the other factors also play a crucial role in it, like what people have to say about you.
Although you try to get testimonials from your customers to attract more people, negative Google reviews can dissuade potential prospects. As an entrepreneur, you can respond to Google reviews, and you should always try to manage both positive and negative reviews.
Although you can delete Google reviews, it does not mean that you will not pay heed to them. If a review is posted on a third-party site, it will be difficult to have them removed from there. This is why you need to keep an eye on these reviews so you can nip them into the bud.
Most of the time, you do not know about the Google review posted about you. The thread of negative reviews keeps growing, and it is already too late by the time you get to know about it. The best thing you need to do is to set up Google My Business Notification.
This will help you get the notification as immediately as someone posts a review. By knowing it, you will be able to respond to it at once.
Tips for handling negative Google reviews
If you do not want your reputation spoiled, you will have to respond to bad reviews carefully. Here are the tips for tackling these reviews:
- Assess the feedback
You do not need to rush to respond to the client’s review because otherwise, you can end up fuelling up the wrath of your customers. It is crucial to note that your one mistake will ultimately cost your customer, so you need to be logical instead of emotional.
Take some time to assess the review and then respond. Sometimes customers demand irrational things, and when they are unfulfilled, they start posting negative reviews. Do not fight shy of being logical and give a truthful answer.
When you have a solid reason to defend yourself, the negative Google review may not dissuade others from buying your products and services. However, assessing the review does not mean that you will take an unnecessarily long time to respond. Try to respond to it within 24 hours.
- Respond to the review publicly
When you receive any negative review, you should neither hide it nor respond to it privately. You should always respond to the review on the platform where they have been posted on. No matter how wore review they have posted, you should always boldly face it and respond to it.
The response does not just aim to mollify the customer’s indignation, but it rather shows that you value your customers. Your logical explanation will not be able to reverse the damage that has already occurred. Still, it can help you attenuate it by showing prospective clients that you have enough potential to handle such feedback or tough clients.
Studies have revealed that customers are more likely to trust you when they see how you are attentive to what people post about your business.
Responding to negative feedback also increases the positive rating. Another advantage is that your current customer will likely stick to your business if they are satisfied with the way you have responded.
- Admit your mistake if any
You believe that it is always your users’ fault and arrogance that they have posted a bad Google review is not on. The purpose of assessing the review before responding to it is to analyze whether you slipped up somewhere.
Customer experience is everything when it comes to the success of your business, and if you fail to provide it, you are making a big mistake. You should understand whether it was unrealistic expectations of your customer or you actually failed to give them what they were looking for.
If the latter is the case, you should not mind accepting your fault. Apologize straight away and tell your customer how you can fix the issue.
Likely, your customer does not pay heed to your response, but it will leave a good mark on prospective clients. It shows that how well you cater to the needs of your users.
- Provide an incentive if necessary
Some customers just blow their fuse by writing a negative review and decide never to come back. However, there could be a couple of customers who have been in touch with you for a long time. You cannot easily let such customers go.
You should try to offer these customers incentives to give a second thought to their decision to leave you. You do not need to provide any incentives to those who keep posting negative reviews about you and not spending much money.
The bottom line
If you have funded your business by taking startup business loans, it becomes more crucial that you generate high revenues, and it will be possible if you have an online reputation.
This is why it is crucial to respond effectively to negative Google reviews. A poor reputation can lower down the demand for your products and services, and as a result, your revenues will also be affected.
If your revenues are badly affected, you will likely end up dipping into your cash reservoir to meet daily operation overheads, and soon, you will need emergency money in the UK.
This is why make sure that you carefully assess each aspect of your business for its growth.
