- Posted by Trevor Weitzel
- On June 13, 2016
For businesses, whether big or small, managing your online reputation is crucial. A whopping 86%-90% of customers will make their choice about a service or product depending on online reviews.
If you have an online presence, most likely you have received a handful of comments or reviews on your social media and review sites. Take a second to ask yourself if you’re satisfied with your online reputation? Do you think you’re handling it correctly?
If that sounds overwhelming to you, don’t fret! We have identified four mistakes you should avoid when it comes to managing your online reputation:
Ignoring comments and reviews, whether positive or negative, is essentially the same thing as leaving a bad response. Not only would a user feel as though they aren’t important enough, but it may also lead to more negative comments. When a large brand like Comcast didn’t take the time to respond to users’ comments and concerns, those users eventually became more frustrated and continued to comment in a negative way.
Also, take into consideration what future users may think if they come across ignored comments or reviews. This could, unfortunately, lead to losing out on potential new customers or fans.
Tip: Treat each individual comment or review as if it’s the most important thing you’ll read. As silly as a comment or review may be, a simple response is an easy way to keep users feeling important. Take the time to respond and your users will always feel connected to your business.
Responding Negatively or Defensively
Remember Amy’s Baking Company? Yeah, that didn’t exactly work out too well for them in the long run. Unfortunately, here may be times where your business will come across a negative review or comment from an upset or frustrated user. These situations happen. One of the worst ways to respond to those comments is by attacking the reviewer. No matter the situation, whether big or small, take a breath and remember that customers’ feelings and concerns are always important to your business.
Tip: Address each situation individually. If you receive a negative comment, take a minute to research the problem and answer appropriately. By always responding in a professional tone, you will make any situation better.
Auto Responses that Lack Emotion
Generic responses help absolutely no one. There’s nothing more frustrating than receiving a canned response from a business. It not only leaves your comment or question unanswered, but also lacks any sort of human emotion. You’re not a robot. Your users want to feel like they’re actually speaking to a real person. Even if there are comments that don’t address specific situations, always personalize your responses to make users feel important.
Tip: Read the comment or review thoroughly and make a point to address at least one specific item from that comment or review. In addition, add the user’s name to the review so they feel like you took the time to respond to them personally.
Trying to Remove Anything Negative – Unless Necessary
Trying to remove comments or reviews that are negative will get you nowhere. Unless absolutely necessary (for example, if a comment or review contains hate speech or violates platform policies), the best situation is to leave the comment up and address it head on.
Removing anything negative is essentially the same thing as ignoring comments. As mentioned earlier, this can only make users frustrated and potentially invite more negativity to your site.
Tip: If a review is negative, that’s okay! It happens. Make sure you have a full understanding of the situation and respond as appropriately and professionally as possible.
V Digital Services
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