We’ve blogged a few times about the importance of building reviews for your business on local search engine review sites, such as Google Places as well as others such as Facebook Recommendations, City Search and Yelp. Reviews come in all shapes and sizes, and most of yours will be good. However, you may receive a negative review from time to time.
This recently happened to bWyse. About a month ago, we noticed we had received a negative review from a former client on Google Places. When this occurs, the absolutely most important thing you, as the business owner, can do is to reply to the negative review. Less than 4% of negative reviews are responded to by the owners. And quite simply, that is a missed opportunity for you. Wendy and I believe there are always two sides to every story. Moreover, people are reasonable and after reading both sides, they will make a better informed judgment. Additionally, your reply to a negative review is also an opportunity for you to potentially address an issue that you might not have even been aware of in the first place.
Here is some advice to consider if you find yourself in the position of receiving a negative review:
Although the potential for negative reviews will always exist, the best strategy is to recognize the opportunities they present to your business. Ultimately the benefits you and your business receive from engaging in social media efforts, far outweigh the impacts from negative reviews.