Flooring Installers: How to Handle Negative Online Reviews
No one likes getting negative reviews. Being a flooring installer is a demanding job. Not only are you installing floors, but usually, you’re handling marketing, customer relationships, billing, and more.
Negative reviews are bad for business, but they can also be hurtful.
However, you don’t want to make the error of responding too harshly because it can exacerbate the situation rather than help it. Instead, you have to make sure you’re responding in a way that won’t hurt your business.
Turning Negative Reviews into Opportunities
Negative reviews are an opportunity to show how you handle dissatisfied customers. If you do it correctly, it can be a boost to your business rather than a detractor. When responding to negative reviews, you want to thank the customer for doing business with you and for taking the time to write the review in the first place.
Address any negative points they made. Take responsibility when appropriate and avoid excuses. Tell them how you’re willing to correct this issue and end it with some attempt to make it right for the customers. Always emphasize your commitment to customer happiness.
Most importantly, try to recognize constructive criticism when you see it. Some reviews will be nasty rants, but some might actually provide insight and helpful feedback. When you find those helpful reviews, take them and learn from them to improve. Then, advertise those improvements!
Respond Promptly and Politely
People expect their complaints to be addressed promptly. Therefore, it’s essential that you take the time to handle negative reviews right away. For one, it can help remedy a bad situation, but it also prevents potential customers from seeing a negative review without a response.
Additionally, always be polite. You need to tactfully promote a positive image of your business while remaining authentic and personal. Don’t be stuffy and disconnected. Instead, try to sympathize and relate to the negative reviewer and let your concern for your customers shine through.
Committing to responding promptly and politely is a surefire way to turn a bad situation into a better one.
Take the Discussion Offline or Onto a Different Platform
After you’ve addressed the initial review, make sure to tell the customer that you’re happy to handle their complaint. Leave your contact details and encourage them to contact you, so you can talk and resolve the matter.
Taking it off the review platform gets everything out of the public eye and gets you back on a person-to-person level. Sometimes a quick phone call can remedy the situation. You’d be surprised how often people willingly take down or edit their negative reviews after a company handles their complaints offline.
If you’ve been able to resolve the issue, edit your response or post a comment to the review letting everyone know how you’ve remedied the situation.
Weed Out and Report Fake Negative Reviews
Sometimes fake reviews happen. The person may have you confused with another business. It might be a disgruntled former employee or a competitor. It can even be people in your life who aim to harm your business.
Whoever it is, fake reviews do happen, and you can usually spot them. If you come across fake reviews, request the review site take them down. Usually, the review site will oblige.
However, if the review site does not take the review down, be sure to respond to it anyway. Respond to it professionally just like you would any other negative review, but also address the review’s validity. Something like this:
“Hi [reviewer name], we take issues like this very seriously. However, we have no record of this experience, and we can’t find your name in any of our records. If you are a customer of ours, please reach out at [your contact details], so we can handle this matter immediately.”
Encourage All Customers to Write a Review
There’s no denying that negative reviews can have a damaging impact on your business. However, positive reviews can help undo the damage. It takes an average of forty positive reviews to undo the damage of one negative review.
It’s essential to encourage all of your customers to leave you reviews – especially the happy ones. If you haven’t asked for reviews in the past, send out a quick email to former customers asking for their reviews.
Keep in mind that around 75% of customers are happy to leave a review or answer survey questions for businesses, and as much as 80% of reviews come from follow-up emails asking for the review. Don’t be nervous about asking for reviews.
Ultimately, your positive reviews can help outweigh any negative ones. If you follow all of these best practices, negative reviews don’t devastate your business.
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