reviews

How To Get Control Of Your Online Reviews

There is no doubt about it!

Online reviews directly shape your image, and are a must have for any business to thrive in today's industry. In fact, studies have shown that 92% of consumers take to the web to browse the review section before contacting a business, and what's more, 84% of consumers trust these stranger's online reviews as much as a personal recommendation from a close family member or friend. Now, given some of the reviews we've come across online, that statistic can quickly become a source of anxiety for any business owner. After all, you can't control the reviews, can you?

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Well, apart from always striving for excellence and caring about your staff and consumer interactions, you are right. You can not control the reviews that someone might leave. However, you can control your response and actions, which as it turns out, might be more important in managing reviews than we previously thought.

Let's explore that a little.

Have you ever gone out to a restaurant with friends or family, only to be disappointed by the service and food? You waited a while to be seated, even though you had a reservation. Then, your server forgot to bring you your water. To top it off, your friend's steak was medium instead of medium rare (why do they always get that wrong, anyway?). You gossip among the table about your disappointment, and moments later, your server comes over with the famous “How are your first few bites tasting?” question. Your friends and you smile and say, “Great, thanks!”, and your server walks off. Later on in the evening, you and your group find yourself waiting forever for your dessert. When it finally comes, the manager walks over and asks if you enjoyed your experience. You contemplate complaining, but decide against it, and instead, tell him you had a great time. Why didn't you complain? In all likelihood, you didn't want the confrontation that most of us go out of our way to avoid. The same thing can be seen in online reviews.

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Now, in the above restaurant scenario, it would have been reasonable to say something politely, but what if the only negative was the wait time? Unfortunately, there are some people who are triggered by an event or action that others may view as insignificant, and depending on how their day went, they may feel the need to take some steam out on you, your staff, and your establishment. We've all seen this happen!

Studies have shown that the more face to face management interactions, the fewer complaints, but online consumers feel more open to say what they want, how they want without the same confrontation. However, if reviewers see consistent feedback on you reviews, they are less likely to complain about the small things, so that they, too, can avoid what may become a confrontational conversation.

While being proactive with your reviews helps decrease the amount of bad reviews you might receive, we want to maintain a high level of positive reviews without resorting to questionable tactics such as discounts for 5 star reviews, so we strongly encourage listening the complaints you do receive, responding with care and empathy, and making the changes necessary to help your business grow.

Negative reviews are actually a great way to learn, and show off your customer service skills. Think about the last time you searched through reviews, good and bad. Did anyone respond? How did they respond, and how did it make you feel?

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Imagine you are looking to get in to TLC at a local spa, and you are looking through the reviews. You see one positive and one negative review as follows.

Positive Review: 5 Stars
“ My spa treatment was the most relaxing experience I have ever had in my life! Seriously, treat yourself to their aromatherapy massage and scalp treatment, and your life will never be the same! Great staff, awesome atmosphere A+”

Negative Review: 1 Star
“I booked an appointment here for my wife's birthday, and when we got there, the receptionist said didn't have an appointment, and couldn't take her till the next day. The staff obviously don't care. I wouldn't go here if I were you!”

Now, at this moment, you are probably left thinking of the negative review, but imagine you see the business response.

Positive Review: 5 Stars
“ My spa treatment was the most relaxing experience I have ever had in my life! Seriously, treat your self to their aromatherapy massage and scalp treatment, and your life will never be the same! Great staff, awesome atmosphere A+”

Response:
“ We are over the moon that you enjoyed your experience with us! That is one of our favourite treatments too! We look forward to pampering you again soon; you deserve it!"

Negative Review: 1 Star
“I booked an appointment here for my wife's birthday, and when we got there, the receptionist said didn't have an appointment, and couldn't take her till the next day. The staff obviously don't care. I wouldn't go here if I were you!”

“We are so sorry that this happened to you and your wife, and there is really is no excuse for it. Birthdays are a special time that need to be cherished, and we do care a lot! If you can give us a second chance, we would love to pamper your wife even more by adding a complimentary half hour massage onto her pedicure for a full day of pampering. In the meantime, we will investigate further as to how this happened. Take care, and we hope to hear from you both soon!”

So, are you left thinking about the negative review, or how kindly the spa responded?

In the end, you can't control the reviews that are left by consumers, but your actions on and offline can go a long way to reducing and even reinventing bad reviews.

Looking for some help reinventing your google review section?

Contact our Online Reputation Specialist to help increase your online reputation and build your consumer base!  

How To Deal With Negative Google Reviews

OUCH! You're scrolling through your online reviews when you see it. You were on such a great streak, but there it is. A negative google review...

You take pride in your business, so this really hits you where it hurts. Wait a minute... you don't remember this guy! In fact, you don't think you've ever heard of him, let alone had him as a client!

Your blood begins to boil as you read the slander he wrote about you. He talks about bad customer service, terrible products, and how he would give you no stars if it were an option. You raise your adrenaline shaking hands to the keyboard, and you prepare to give this guy a piece of your mind. STOP! Don't over react, and don't let your rage get the best of you!

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I know you're angry, and you have the right to be, but let's think about this logically. By going completely ballistic on this guy, you may get your point across, but at what cost? You risk the chance of turning off future clientele, and you DON'T want to do that!

So, what's next? Do you tell Google to take down this bad review? Well, you can definitely report it, but the truth is, proving a review is fraudulent it extremely hard to do, and the likelihood of having the review removed is very low. So, now what?

Well, the good news is you have been presented with a bit of a blessing in disguise. As it turns out, Google loves businesses that respond to their reviews (all reviews) good or bad. To respond to a google review, you first need to login to your google business page: https://www.google.ca/intl/en_ca/business/.

Here comes the best part. Now, you get to show your clients just how professional and awesome you really are! When you respond, be sure to stay courteous, and express genuine concern for the lack of quality service they claim to have had. If you are 100% positive the review is false, and you feel no other choice but to address it, you can try responding with something like, “I am so sorry you had such a terrible past experience, but it doesn't seem we have had the pleasure of doing business together. It is incredibly important to me that our clients are happy at all times. So, please, reach out, so we can make sure your experience with us is a positive one!” If you aren't 100% sure it's untrue, it is better to avoid making any claims of falsity, and stick strictly to a response of sincere apology with a clear solution of how to make it better. Be sure to avoid anything that may sound sarcastic!

By responding to the review in a non aggressive way, you will show potential customers that you care for your business, and you care for them. This helps take some of the weight away from the negative review and bury the bad review with lots of positive ones!

Looking for more advice on google reviews? Check out this other great blog @ http://www.reviewmenow.com/latest-news/2018/3/16/is-your-business-still-relevant

Get To Know Your Local Business: brought to you by Reviewmenow.com

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We get it! You're looking for quality, excellence, and incredible value! So are we!

We're talking 5 STAR people with exceptional businesses! That is why Review Me Now is making it easy for you to find the professionals you deserve!

When it comes to interior and exterior painters, look no further than The Repaint Specialist Ltd. of Sherwood Park and St. Albert Edmonton, Alberta!

The Repaint Specialists, are an Edmonton residential painting company who offer incredible value and unbeatable customer service!

Looking at their website, www.RepaintSpecialists.com, we saw a ton of information to back up their claim, including how they specialize in interior and exterior repaints. We couldn't help but look at all the photos of the work they have done, and it didn't take long before we had the urge to paint our own place! We noticed they offer a free colour consultation, which is a great service for those who have no idea what colours to choose (...probably most of us).

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The owner, Randy, has had an incredible 30 years of experience as a painter; you just can't beat the professional quality that comes with that kind of experience! With an interesting background, which includes learning the value of hard work while growing up on a farm, Randy attributes his success to his customer first approach, strong work ethic and high standard for quality. You can immediately tell that he has a real passion for what he does and the people he does it for!

We asked Randy what makes his company shine, and his response was, “Good Prices, Good Workmanship and a Good Experience every time.”

Next, we took a look at The Repaint Specialists' Google Reviews, and if we weren't sold before, we are now! With a fantastic review score of 4.5 stars and rising, it's easy to see their previous clients are just as impressed as we are! Upon reading the reviews, a pattern becomes clear: A consistent stream of positive feedback with many reviewers describing Randy, his business and his staff in the same ways – Professional, Reliable, and Courteous! Many clients also mention how clean and tidy they are, which is always a huge asset!

It's refreshing to see a business owner as down to earth and ethical as his many satisfied customers have found Randy to be! What's more, is his dedicated staff seem to share Randy's amazing attitude and skill!

With such a great reputation for Customer service and quality work, it's easy to see why The Repaint Specialists are so successful!