Posted by Matthew Loop | 6 Comments
It doesn’t matter how great your business is. Sooner or later, you’re bound to get a negative review by a patient or customer. It’s practically inevitable. The question is, what’s the right way to handle the situation when you get one.
And… can you actually remove a negative review once it’s been posted on your Google+ Local (formerly Google Places) business page? This is, by far, one of the MOST common topics I’m asked about by chiropractors, entrepreneurs and other business owners.
With that being said, there are 3 important things you can do today so that your credibility and trust factor doesn’t get tarnished. Here they are:
1) The first thing to do is to get MORE reviews and feedback from your current customers.
Ideally, you want to drown the negative out by having a disproportionate amount of positive reviews. In essence, if you have 50 positive reviews and one negative, that looks normal.
As mentioned before, even the best companies will have negative reviews. You cannot please everyone all of the time. I’m sure if you were to look on Amazon right now at your favorite book, you’d probably see it has some negative reviews.
The point is, it happens but realize that it doesn’t mean your online reputation is over.
All my Social Media Elite members have access to a killer Google+ Local email script sequence that gets you a SURGE of positive reviews in a short time. It got our office an extra 17 reviews in 3 days when we sent it out the first time!
2) Respond to the negative review.
If you verified your Google+ Local listing, you’ll be able to respond to the negative review. This is huge. The goal here is not to start a war or to do a counter-attack. You want to be the bigger person and take the high road.
The last thing you want to do is appear immature and combative. Always maintain professionalism and honesty. You may want to take the approach of, “We’re sorry you feel like this and we’re committed to making it better.”
3) If you feel this wasn’t a legit review (maybe done by a jealous competitor), click the the “Flag as Inappropriate” link below the negative feedback.
You may want to urge friends to click that same link while logged in to their Google accounts as well. Don’t expect anything to happen overnight, as Google is ridiculously slow to process these requests.
However, when they take a look, and if they note a regular pattern from a single IP address, this could be good for you.
Look, I know first-hand how horrible it feels to get a negative review online. It’s like getting sucker-punched in the stomach, especially when you pour your heart and soul into your work.
The most important thing is to take a step back, then respond accordingly while implementing the tips above. Never just emotionally react in the heat of the moment.
What are your thoughts?
Did you like this post? If so, click the Facebook “like” button below and share it with your friends. Also, leave a comment below about your experience with Google Places.
Related Blog Posts: