Reputation management has become one of the most important parts of business in the modern era. With the rise of the internet, consumers have more power than ever to voice their opinions, and bad reviews can be extremely detrimental to a company. In order to be successful in the current market, it is important that businesses have a strong reputation management strategy in place to deal with negative feedback.
While it might be tempting to ignore negative feedback, doing so can result in further damage to a company’s reputation. In a survey conducted by BrightLocal, it was found that 89% of consumers read online reviews before making a buying decision. In addition to this, the same survey found that nearly half of consumers require a rating of 4 or 5 stars before they will use a business. This means that a large proportion of potential customers are being turned away due to negative feedback. Ignoring bad reviews is not an option, and must be dealt with promptly and professionally.
Creating a Reputation Management Plan
A good reputation management plan will help guide a company’s actions when negative feedback does occur. The first step in this process is to set up a system for regularly monitoring the internet for comments about the business. Tools such as Google Alerts and Moz’s Followerwonk can help keep companies informed about what is being said about them.
Once a negative comment is found, it is important that the company respond in a timely manner. Many consumers expect a response within 24 hours. It is also important that businesses take the time to look into the complaint and see if there is any truth to it. If a customer’s complaint is valid, then it is important to take steps to address it.
Turning Negative Feedback into a Positive
While negative feedback can be damaging to a company, it can also present a good opportunity for improvement. By responding professionally to customer complaints and taking steps to address the issue, businesses can show customers that their opinions are valued. In addition to this, it can also result in a better product or service in the long run.
In addition to this, companies can also create a positive image by showcasing the good things they are doing. This can be done through various channels such as social media, blogs, industry forums, and trade publications. By doing this, businesses can help shift the focus away from negative feedback and towards the good things they are doing.
Best Practices for Handling Negative Feedback
While there is no one-size-fits-all approach to handling negative feedback, there are some best practices that can be used to help ensure a positive outcome. It is important to always respond in a professional and respectful manner, even when the customer is not. In addition to this, keeping a positive attitude is important and it is best to avoid getting defensive. A sincere apology can also go a long way in winning back a disgruntled customer.
It is also important to keep feedback in perspective. While it is important to respond to every comment, not every comment needs to be taken as gospel. Businesses should take the time to carefully consider the feedback and decide if it is worth addressing. If the feedback is the result of a one-time mistake, then it might be best to just let it go.
Conclusion
Negative feedback can be damaging to a company’s reputation and it is important that businesses take steps to address it. Creating an effective reputation management plan and responding to complaints in a professional manner can help ensure a positive outcome. In addition to this, it is also important that businesses remain positive and continue to showcase the good things they are doing.
By following these best practices, businesses can help shift the focus away from negative feedback and towards something positive.