Most businesses have to face Google reviews that are hard to answer. You need to think rationally before replying to those negative comments. Managing Google reviews is crucial for the positive image of the business. These reviews can be turned into helpful content for your business’s reputation. Here are some mistakes to avoid while managing the online reviews:
Neglecting Reviews:
One of the most common mistakes people make is ignoring the reviews. Costumers give their time to write you a note and getting ignored is discouraging. So, you should monitor the reviews regularly and respond to them whether they are positive or negative. It makes reviewers feel acknowledged and valued.
Giving Generic Response:
People usually compose a generic text and share it as a response to every review they get. It is very inappropriate. You should make your replies personalized according to the details mentioned in the review. Use the person’s name while answering their query or writing the general response. It shows that you are valuing their presence and words for the business.
Being Defensive:
Do not argue or respond defensively to the customers publicly. Your such reply can ruin your image. Instead, give a calm response and offer solutions. Moreover, you can also provide them with your contact information and ask for a one-to-one meeting so that you can gather suggestions from them which can be implied in order to eliminate the issues. Your positive response will encourage other customers to submit their reviews confidently.
Not Monitoring Regularly:
Infrequent monitoring of reviews is also one of the most common mistakes. You should set up a notification or alert system so that you can get to know about the recent interactions made with your account. Responding to reviews in time will help your account grow and business flourish.
Violating Privacy:
Exposing customer\’s personal information in response is extremely unethical. While responding to a review never use the customer’s order and transaction details to prove your point. Respect their privacy while interacting with them on a public forum.
Ignoring Positive Reviews:
Focusing on just negative comments and ignoring positive ones can also cause damage. Acknowledge the customers with positive views about your services or products. Write them a thank you note for the time they took to appreciate you. It helps build positive relations and encourages others to write a review for you.
Fake reviews:
Creating fake reviews is discouraged. Keep in mind that authenticity is the key. Fake reviews can ruin your image in front of the world. Encourage genuine reviews for a successful business.
Not Implementing Feedback:
Always give thought to the suggestion given by the customer. Use their valuable insight to make improvements. It discourages the reviewers to not being heard. Always implement the suggested changes to increase customer satisfaction.
Follow the provided guide to maintain your positive online presence and build a trustworthy relationship with your customers.