Strategies for Bouncing Back from Negative Google Reviews
Anyone who’s been in the business world for some time understands this truth:
Even if you have countless satisfied customers, it’s often the single dissatisfied one who will voice their discontent online, while the satisfied majority remains silent.
It’s an unfortunate reality, but instead of complaining about it, we can take proactive steps to manage the situation. If you’re committed to doing so, continue reading.
Managing online reviews falls under the umbrella of Public Relations, shaping the way people perceive you. Platforms like the Better Business Bureau, Yelp, and Google Reviews have facilitated this. Regrettably, these platforms have also become breeding grounds for negative reviews. The situation has escalated to the point where legal action is being considered, as some companies are suffering substantial damage due to poor reviews. This guide is intended for businesses who genuinely care for their clients but occasionally encounter that “one problematic customer.”
So, what’s the best course of action?
- The first step is to explore options for resolving negative reviews on the platforms where they appear. Some of these platforms offer ways to dispute or remove such reviews. If feasible, you should aim to have them removed or flagged. Another avenue is to reach out to the reviewer directly, although this might not always be successful.
- Building a reservoir of positive reviews is crucial. You need to seize control of your online reputation, which has now become an essential aspect of your PR efforts. Encourage your satisfied clients to share their experiences on review platforms like Yelp, Google Reviews, and Angie’s List. Most people are willing to assist if you simply ask. Taking control of your online reputation is not a passive activity; it involves active participation and communication with your customer base. Investing time in accumulating positive reviews will pay off in the long run by safeguarding your revenue.
When the balance shifts towards overwhelmingly positive reviews, a lone negative review will be seen as an outlier. Readers often recognize that there will always be “those individuals” who are never satisfied.
Caution: Never engage in an online feud with someone who has posted a negative review. You will not win, and any legal battles that arise will be compromised by your participation in such a dispute.
Take the mature, professional approach. Your efforts are better invested in accruing positive reviews and in growing your business.
Best regards,
Dan York, Founder
The SEO Surgeons