A negative online reputation cannot be ignored. While a good reputation will attract customers and establish a business’ future through boom times and bust, a bad reputation will do nothing but harm. But there is nothing to stop a business owner avoiding any future damage by taking control and turning a negative online reputation into a good one.
Consumers leave bad reviews as a last resort, and even then still hope for a solution. If that doesn’t happen then their reviews serve as warnings so other consumers won’t have to share the same negative experience. When bad reviews mount up, a negative online reputation is established, that will lose customers and no business can afford that.
“Bad reviews can be markers of things that need changing – factors that if dealt with will turn a business around.”
However, because that reputation exists does not mean it can not be dealt with and overcome. The first step is actually quite simple. Taking control – making the decision to deal with the issues raised by bad reviews and to commit to a culture of excellence and a willingness to encourage feedback.
Enacting change in the way a business is run, ensuring customer service is paramount and that quality work and products are bywords, will make a huge difference. Bad reviews can be markers of things that need changing – factors, that if dealt with, will turn a business around.
The next step is rolling up the sleeves and getting stuck in to dealing with the negative reputation online so in time it will be over-turned.
The 2 step approach to dealing with a bad online reputation
“Replying [to negative reviews] is a tangible sign of acceptance, and commitment to change.”
1 Commit to replying to all reviews. It’s beneficial to reply to all feedback about your business – good and bad. It is essential to not leave negative feedback unanswered – address concerns raised and state that you would like the opportunity to remedy the situation. Most review platforms allow replies to feedback and it is important to do so. Replying is a tangible sign of acceptance, and commitment to change. For some helpful tips on responding to negative reviews go here
2 Committing to reviews as part of your business philosophy and practice moving forward. A good reputation can be established by signing up to industry review sites and encouraging your customers to leave feedback on every job done and every product sold. If a business is serious about turning around bad practices and attitudes, then customers will happily leave reviews if asked. If bad reviews tell a story, then so do good ones and before long the overall impression of the business will radically change.
Gaining a good reputation will change everything
Consumers reading reviews are forgiving of businesses and brands that make amends. More than that, being open to customer feedback means your business is accountable and transparent and that shift will not only attract customers – it will make a substantial and lasting change to the overall culture of a business.
If you want help and advice on how to deal with a negative online reputation – contact NoCowboys. They are experts in online reputation marketing and have been helping thousands of Kiwi businesses since 2006.
