Manage episode 294700301 series 1082451
2. Respond to the review honestly.
Customer complaints are a way for you to build trust with your potential clients by allowing you to respond honestly and professionally. Did something go wrong that was out of your hands? Offer an apology and explain what happened. Was there a misunderstanding? Take the opportunity to clear it up. Has the reviewer requested additional information or a solution? Respond online to show what you've done to address the situation.
Did the reviewer misunderstand a policy? Explain your policy and invite them to contact you if they have further questions. Doing so shows readers that you take their concerns seriously and are willing to take responsibility when things go wrong.3. Learn from negative reviews. If you see the same concerns repeatedly in the online feedback, it may be time to review your services. Negative reviews give you insight into areas where your customers feel your business could make changes, so take the time to consider what you're being told. For example, it may be that you can improve on your offerings, or you need to communicate better with clients to manage their expectations. Thank them for their feedback, let them know you're taking their concerns seriously, and explain what your next steps will be. Final thoughts Don't panic. A bad review or two isn't likely to ruin your reputation. On the contrary, a few negative reviews can help you gain trust with potential clients. In addition, you can use the situation to build confidence in your business by being responsive, transparent, and honest. Many prospective customers will look past a few negative reviews if you have more favorable ones. So make sure you are consistent in providing quality services and encourage happy clients to post a good business review. If possible, make sure your responses include an apology, a statement about your commitment to your clients, and a way to continue the conversation offline if further communication is needed. Doing so will show potential customers and clients that you care about their feedback and are willing to take responsibility, but it also allows you to move the conversation to a more private forum if the reviewer isn't happy with your response.
About The Author:
Sharie DeHart, QPA is the co-founder of Business Consulting And Accounting in Lynnwood, Washington. She is the leading expert in managing outsourced construction bookkeeping and accounting services companies and cash management accounting for small construction companies across the USA. She encourages Contractors and Construction Company Owners to stay current on their tax obligations and offers insights on how to manage the remaining cash flow to operate and grow their construction company sales and profits so they can put more money in the bank. Call 1-800-361-1770 or email@example.com