Repair Your Online Reputation by Responding to the 5 Google Review Types
If you want to learn how to repair your online reputation, you must first understand how important doing so actually is. Every time you respond to a review, you showcase your brand. You focus on quality control, perform damage control, take part in free marketing and advertising, and essentially have an opportunity to make things better. But this means providing the right response at the right time. Looking specifically at Google reviews, you will quickly find that there are five many types, and they all require a different approach.
Repair Your Online Reputation for the 5 Review Types
The “I love you!” type. This is the ideal customer. They are incredibly happy and go out of their way to tell others about this. Unfortunately, they can also come across as slightly over the top, and perhaps even fake. Combat this by responding to them in a unique way each time. Be brief and remember that customers will read your response.
The “I’m not sure” type. This is generally a three star review. Some things are good, but there are some things they aren’t 100% happy with and that means they may not recommend you to others. You must see these reviews as beneficial, however, because they showcase to you where you can improve. In your response, be thankful for the comments. If you have done or are doing something to address their complaints, let them know about this. Document what is being said and use it to improve your business.
The genuine complaint type. This is a one star review and it is honest and genuine. Perhaps you served your customer food that was cold. You must see this review for what it is: one last chance to make things right. Start by apologizing unreservedly. Be honest about what happened in a concise manner and offer the customer something in return. Show that you truly care. Keep a record of what was said, so that the issue doesn’t happen again.
The competition type. This is a one star review, but it is fake, possibly left by the competition. If defamatory or libelous, do seek legal advice. If you can prove the review is left by the competition, it will be in violation of the Google Review Policy and can be reported. Flag the review and be ready to wait a while before it is fixed.
The illegal type. These are also fake reviews, and they will accuse you of engaging in illegal practices, such as hiring illegal workers or not having W-2 in place. You must seek legal advice in this case.
Tips to Respond Properly at the Right Time
Overall, the first three reviews are the ones you will receive the most of. It was found that 57% of people complain because of the way employees behaved towards them. This means that your focus should at all times be on delivering excellent customer service by having properly trained staff in place. Also make sure that you respond quickly to all reviews, and monitor whether there is a pattern.