How to manage your business's online reviews?

By The Law Office of Yoel Molina.
 
Consider online reviews as word-of-mouth, but with a significant difference. A small number of individuals may learn about a customer's negative experience with your business if they share it with a friend. However, if it is shared online, word of the negative encounter will reach hundreds or perhaps thousands of people.
 
What Matters in Online Reviews?
The majority of your potential consumers today use the internet to research the services and goods they want to purchase. They research businesses online, including company websites, Facebook, Google, and Yelp, to find out more about what they do and how well they function. They read consumer reviews that have been posted online and are more likely to believe them because they are from individuals much like them.
 
Social Media is the First Step in Online Review Management:
Customers now use social media sites like Google and Yelp to research almost any type of consumer business, from restaurants to handymen. Customers have the option of searching for establishments around them and posting free reviews of those listed. These websites utilize sophisticated methods to collect and post business information, so even if you never registered on one of them, you can discover that your company is featured there.

Customers can also evaluate your business on Facebook, but unlike Google or Yelp, you first need to create a business profile there.

Some websites serve as online marketplaces designed to connect businesses with clients and customers. These platforms typically focus on certain business niches. In contrast to TripAdvisor, which focuses on vacation and travel services like bed-and-breakfast operators and tour operators, HomeAdvisor assists clients in finding home remodeling and repair services like contractors, plumbers, and painters.

You must sign up for these platforms, frequently for a cost, in order to be listed, receive reviews, and reply to reviews.
 
Taking control of online reviews:
Once your company is listed on Google or Yelp, clients can leave reviews. But in order to reply to evaluations on these sites as a company owner, you must register. Yelp refers to this procedure as "claiming your business" and offers a "Yelp for Business" webpage with sign-up instructions. If your company operates out of many sites, you must claim each one.

You are required by Google to first claim your business before visiting the "Google My Business" page to confirm it. Online instructions are additionally accessible. Although Google and Yelp offer additional services like advertising once you are enrolled, basic business profiles are free.
 
Managing platform reviews online:
Online directories like HomeAdvisor, which frequently rate service providers, take a more proactive approach to business listings. Depending on the platform, they may ask you to provide documentation of any necessary licenses and certificates. Some even charge a fee for a simple business profile. Once you've registered with these platforms, you'll be able to respond to reviews, and some of them will even take care of the process for you by getting in touch with you if any complaints are made.
 
How to React to Unfavorable Reviews:
You can by thoughtfully composing a response to a negative review:
 
-Modify the reviewer's perception of your business.
-Prevent other people who have experienced comparable issues from leaving their own reviews since they can see that the issue has been resolved.
- You are spreading goodwill to everyone who is reading the articles because you are demonstrating a willingness to resolve issues and giving customer service a high priority.
Remember that when you respond to a negative review, you are not only communicating with the reviewer but also with anyone else who is reading the posts. Reviews and reactions can influence opinions for months because they are frequently archived online.

Always take a breath before responding to avoid sounding overly passionate or defensive. You could also wish to ask your consumer to update the review once the issue has been resolved if, in the process of fixing the issue, you have taken the chat offline.
 
Your answer ought to be:
Be on time. Customers want to see that you are in control of your business and that you deal with issues as soon as they arise.
Identify the reviewer by name. Individualized responses demonstrate that you value your consumers and consider each review seriously.
Gratitude to the reviewer. Thank the reviewer for taking the time to offer their opinion.
Be precise. Instead of simply expressing that you want to provide good customer service, for example, your response should directly address the issues stated. For instance, if a customer of your hair salon complains in a review about having to wait a long time for service, you could respond, "We were sorry to hear about the wait time you encountered at the salon yesterday.
Admit your errors. Be honest if either you or your team committed a mistake. Customers are aware that mistakes do occur, and acknowledging them demonstrates your commitment to continuous improvement.
Present remedies. Include any solutions you have for the issue. In order to discuss solutions, ask the reviewer to get in touch with a specific company employee if the issue is more complicated or confusing.
Include your own signature. Use more than just the business name. Include the business's name, the name of the owner, and, if applicable, contact details.
 
What Not to Say in Replies to Critical Reviews?
Responses of the following kinds should be avoided:

Instead of an online answer, avoid contacting the reviewer. Even if you are able to get in touch with the client who left the review by phone or email and you know them, always answer online first. Others won't be able to see that the issue has been addressed if you take the dialogue offline. In your online correspondence, you can always request to speak with the reviewer directly, but this should not take the place of online response.

Avoid being defensive. Lengthy explanations of what occurred are likely to aggravate your consumer further or, worse, serve to support the complaint. Instead, admit the issue and express sympathy for the discomfort or disappointment it brought.

Do not downplay the issue. Even if a review seems unfair to you, you shouldn't voice your viewpoint online.
 
How to React to Positive Reviews?
Don't undervalue the advantages of replying to all evaluations, including those that are favorable. You have the chance to develop relationships with your customers and demonstrate to others that you take customer service seriously by responding to positive evaluations.

You should respond to positive reviews as quickly as you do to negative ones, using the reviewer's name. Begin by expressing gratitude to the reviewer for reaching out to you and signing your letter with your name. Your answer ought to include:

Don't advertise your business. Your answer should be focused on the customer, and you shouldn't take advantage of the situation to promote or advertise. You may say, "We are always thrilled to hear from our customers and especially glad to know you had a fantastic experience at our restaurant," if you run a restaurant.
If you can, provide a benefit. On the reviewer's subsequent visit, restaurant managers might want to think about providing a complimentary dessert. A store owner can propose adding the reviewer to a mailing list for special offers. A discount on an upgrade could be provided by a cabinet maker. Including a benefit encourages interaction and keeps clients coming back.
To share, get consent. You could wish to include a phrase asking the reviewer if they would like you to publish it, especially if the review has plenty of useful information about the customer's experience. This information can be an asset to your social media program or website. A review should be included somewhere, so be sure to specify how.


If you have any questions about this article or similar matters, please contact our office, the Law Office of Yoel Molina, P.A., at fd@molawoffice.com or 305-548-5020, option 1