How do you fix bad reviews from unhappy customers? Not by rewarding them for dragging your name around.
Do you remember when Yelp first came out? Did you quickly dismissed it when you saw that most of the reviews were from unhappy customers ? Most review sites are filled with content daily from customers who weren’t able to communicate effectively with a business they had a problem with or they just need a place to vent their frustration.
Unfortunately, Yelp is still going strong, and even worse – the ratings that you get on there are part of what’s factored into your Google local rating. It’s vital to CARE about every rating that you get online. Keeping track of what’s being said about your business is easy to overlook. It’s the silent part of marketing that doesn’t involve big graphics and adwords, but the effect is just as important.
We met with a business who had been the victim of a smear campaign by a disgruntled former employee. This business owner had contacted Google several times to try and get the review removed, but Google won’t remove reviews if they are ‘verified’. All Google cares about is that the person who wrote the review has a legitimate account.
So how do you fix bad reviews from unhappy customers? The only thing you can really do is to kill them with kindness. Reach out to your regular customers and ask them to write a review.
When you deliver a satisfactory (or even stellar) service, most people get what they want and move on.
A hundred five-star reviews will bury a bad one in an instant and you’ll end up with a 4.9 rating!