How to Handle Negative Reviews Online

In the 21st century, reputation management has become a critical aspect of Search Engine Optimization (SEO). Your reputation precedes you at all times on the web and influences the perception of others about your business.

Reputation management has been a traditional term in brand visibility and sponsorship aspects, but it influences SEO. It being a part of SEO signifies how important it is to build a good reputation around the web among the user community for great exposure. However, what if you have bad reviews? Here are some reputation management strategies: 

Respond ASAP

The rule of thumb when it comes to bad reviews is to respond to them ASAP. Doing so is the first step to handling a negative review because it will show the customer and other users online that you’re quick to act on any concerns when it comes to your business. 

Have a person or a team go through the reviews you receive. When you have a designated person for this, you can track every review and address each one of them promptly. 

Don’t Get Personal

When you get a bad review, it’s easy to take it to heart. However, that’s not a good way to go about it. Remember, respond ASAP, but no need to do it without thinking. You can take some time to put yourself in a calm and collected place before you reply. It’s crucial you respond professionally to negative reviews, no matter how nasty they get!

Say Sorry

When responding to bad reviews, your reply should always start with an apology. Doing so demonstrates empathy, and it will give you the chance to connect to the customer. Acknowledge their frustrations and explain that this is not a norm for your business. 

Take It Somewhere Else

You can leave your contact information and invite the customer to talk to you offline. When you do this, you get an opportunity to give them a refund or a gift card. It’s also a great way for you to demonstrate that you’re really sorry about what happened. 

Use It to Your Advantage

The truth is, bad reviews aren’t THAT bad! You can use them to leverage your business. In fact, these reviews can serve as a great resource to discover topics you can write about on your blog that will provide more valuable information to your clients and potential new ones. You can use a bad review and spin it into a story with a positive ending. 

Other Reputation Management Tips Online

Pay close attention to what people are saying on social media and respond to them as soon as possible. Make sure your profiles are active and up to date as well. If you have any third-party profiles, make sure they’re optimized and well-managed as well. 

It’s also a good idea to show your credibility and authority in your industry on your website. You can also set up Google Alerts and similar notifications to keep track of brand mentions. 

Here’s to a Better Online Reputation

Building up your reputation online can be a long and arduous task. However, you will definitely reap the benefits if you stick with it. When it comes to reputation management, you don’t have to do it alone. Work with an expert that can help you maintain a good reputation on the web.

GHAX Digital Marketing offers top-notch reputation management services for small-to-medium-sized businesses. We help you establish and maintain your online footprint. Contact us today!

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Antonio Calabrese GHAX

Hey, I’m Antonio Calabrese, Founder at GHAX. We love working with businesses who are serious about growth.

If that’s you, get in touch and be 1 of 20 this month to claim a free marketing strategy session.

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