Every brand works to have the best position on Google at the first pages, according to the SEO strategies. The social media platforms are the best tools to share content, engage and increase sales. The perfect place to build relationships with the customers and also where they can complain about services, which is not the good thing at all. What to do when someone leaves a negative review? How to respond to negative reviews about your brand?
Connecting with clients is a way to show the sensible human side of the brand and establish trust and loyalty. The funniest thing starts with negatives reviews which can affect a lot of brands. Especially because they are trying to fit in a market to get more customers.
There are some important things to understand that can help rethink our thinking about bad reviews:
What could a negative review be considered?
Positive reviews impact local SEO rankings because the review has become the most effective, the trusted method for consumers to check out before purchase. When someone is interested in any of the services, the first thing they do automatically check online what have been customer’s experience.
How handle a negative comment?
The effect of negative reviews can be great for brands. It could improve the way customers see your products and services. People figure a negative review as an, unfortunately, experience on that moment and how the brand react to it.
“Answering negative reviews builds [consumer] confidence in your business and your brand,” said Phil Penton, CEO of Xcite Advertising. “When you answer a negative review and address the upset customer, you are also speaking to the hundreds of other consumers that want to know how you conduct your business. Consumers understand that mistakes happen, so when they see a business trying to do the right thing, it builds trust.”
The worst thing a brand can do is to ignore the comments or delete them if people see you are not doing anything to improve, the negative review will start to be a problem.
Certain conditions apply when you want to leave a review on Google. It is hard to talk with a frustrated client but it is important to keep the mind in a nice way. Mistakes happen all the time, customers get upset and complain. It’s your choice to take the negative reviews as an opportunity to prove how honest and respectful your company is.