It can be hard to get in the right mindset to manage reviews. Ultimately, switching mindsets is the hardest part of being an owner/operator and it’s easy to put ourselves on the wrong side of that equation.
A carpet cleaner works for a company, a business owner owns a company.
As an owner/operator you need to remember that owner comes first.
If someone offered you ten times more money to start cleaning ceilings instead of carpeting, you would take it. That is because you are a business owner first, and a carpet cleaner second.
You need to remember this when dealing with reviews to help you have a detached and pragmatic approach.
Review FAQs
Sometime, but don’t count on it. We have the ability to influence and make requests to a site like Google or Yelp, but we don’t have the power to force a change. Your best course of action is to respond to reviews and take corrective action to address the issue.
It’s usually best to respond to negative reviews publicly, so that other customers can see that you take customer feedback seriously.
It’s important to be polite and professional in your response, even if the customer is being unreasonable. Offer a sincere apology and let them know that you are working to address their concerns.
There is no set number of positive reviews required to offset a negative review. The more positive reviews you have, the better, but dealing with a negative review can be almost as effective.
Unlikely. It is very difficult to prove libel in an online review environment. (Libel is written. Slander is spoken,) Suing is more likely to waste your time and money and damage your overall reputation. Instead, focus on responding to the review and taking corrective action to address the customer’s concerns. If, after a reasonable try they are unpleasable, make an honest apology and move on.
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