Turning Negative Online Reviews into a Positive

  • By Jackie Petre
  • 25 May, 2017

When Customers Hand You Lemons

Most businesses, no matter the industry, will see at least one bad customer review in their lifetime. Companies can fall into this category, too, often without major fault on your part. With a home remodeling company, for example, an appliance could have been incorrectly ordered, or the client may be unhappy that their remodel took slightly longer than expected. Although these things happen and are quite normal when dealing with a service-based business, customers often forget that and take out their frustration on the only outlet they know: The Internet.

The reactions many business owners have when they see a negative online review involve getting upset, finding someone (either the client or an employee) to blame for the situation and hoping potential customers don’t see the review. But rather than let a bad review get to you, there’s an easy—and smart—way to turn that negative online review into a marketing asset for your business.

All Review Matters

Without a doubt, online reviews are one of the single most important tools you can utilize for your remodeling business. With review sites like Yelp, Google and Facebook within everyone’s fingertips, consumers often use these to share their personal experience with a company. And although anyone can leave a review about his or her experience, people typically write reviews if they had either a really great experience or a horrible one.

The bottom line is that all reviews, good and bad, matter to your business. Even one or two bad-to-ok reviews aren’t horrible because they make other online reviews seem more credible (as opposed to having all 5-star reviews, which many people find suspicious). But when it comes to negative reviews, the most important thing you can do is turn them into a public customer service experience. If done correctly, this can drastically change how potential clients view your kitchen and bath business.

Respond to the Complaint

The key to changing the effect of a negative review is communication. Whether the problem was a mistake in the order, sub-par service or just overall customer dissatisfaction, immediately respond with an apology for their unhappiness. Many people just want their voice to be heard by someone, so reaching out to them online to apologize for the poor experience can immediately change their opinion of your business. It shows that you care.

When a negative review of your business pops up online, don’t panic. Instead, remember that you can use this review to your advantage. As soon as you see a less than positive review, you should respond to the client as quickly as possible. That’s why it’s important to closely monitor your online reviews, so that you can reach out to the reviewer shortly after they post.

Offer a Solution

Depending on the situation, offer to do what you can to fix the problem. That might mean going out of your way to follow up on the service or simply telling them you will work to fix the problem in the future. Alternatively, offer an explanation as to why something happened the way it did, making sure you keep an understanding and respectful tone. Even if you are not able to change something, offering to make up for it goes a long way in customer service.

The goal of offering a solution is to try to win them back as a customer, whether that means they will personally use your service again or recommend you to a friend. If you can get back into your customer’s good graces after a negative review, you’ve provided excellent customer service.

Make it Public

Another key to responding to online reviews is to have that conversation on the platform the original post is on. Whether it’s Yelp, Google or Facebook, it’s important to post your response under their review rather than emailing or messaging them separately. This way, people will see that you made an effort to resolve the issue, something they can’t see if the comment is not public.

Don’t Let the Haters get you Down

In the end, there is only so much you can do to change someone’s perception of your business. In many cases, people who believe that their complaint was eventually resolved, or at least attempted to be resolved, will change their original review. If they don’t, you still have the advantage of potential clients seeing that you care enough to take time out of your busy day to solve the problem.

Negative online reviews can be frustrating. But as long as you know how to handle the situation and learn from customer feedback, your business will have the upper hand.

The Science Behind Digital Marketing

By Jackie Petre 17 Nov, 2017

If you’ve ever read content on the Internet—a blog, product pages on Amazon, instructions on how to tie a tie—you know that visuals are essential to keeping you on the page.

So as the manager of your website, you realize just how important images are to keeping your visitors engaged and interested in what you have to offer. For product- or service-based businesses in particular, quality images can be the difference in total success or total failure of your site.

But did you know that images can do a lot more for your webpage than just supplement your content?

That’s right. Your images, just like your content, can be optimized for SEO benefits, making them more search-engine friendly. Optimizing your images for SEO benefits will give your page an added boost by including more keywords and giving Google more content to rank in searches.

By Jackie Petre 10 Nov, 2017

Getting customers to leave you reviews is one of the most important marketing strategies you can use. You know it. We know it. Let’s move forward.

Many businesses have reviews all over the Internet, from Yelp to Facebook and everything in between. But what’s the point of having an abundance of solid reviews if potential customers aren’t seeing them at the right time—when they’re on your site looking at your services? We fully believe that all business owners should display their reviews on their website in a way that proves your reviews are legitimate.

Our solution: an online review presenter.

By Jackie Petre 01 Nov, 2017

The digital world is constantly changing. Every day, programs are updated, trends shift and Google edits its algorithms. With so many frequent changes, anyone who wants to maintain a successful online presence—like all digital marketers—has to keep up with the trends. Even the experts have to stay on top of their game if they don’t want to fall behind.

Several months ago, we published an article that explained why it’s crucial that your website is optimized for ‘near me’ searches. For example, instead of searching for “flower shop Cleveland, Ohio,” more searchers were replacing the location name with “flower shop near me.” It provided more accurate results based on the user’s physical location, rather than the broad location.

By Jackie Petre 27 Oct, 2017

A lot of people fixate on being the number one result on Google. It’s easy to understand why; those number one results are often the first links we click on when doing a search. After all, Google puts those results at the top of the page for a reason, right?

Many times, Internet marketing performance is solely judged by rankings and how high you can get on Google. But contrary to belief, this is not the best way to measure your return on investment. There are other metrics that will tell you way more about the success of your campaign’s performance than just the average position.

By Jackie Petre 18 Oct, 2017

We’ve discussed how important it is to have reviews of your business on your website, and you know that reviews can have a positive effect on your business. But the more difficult part is figuring out how to get clients to leave reviews in the first place. Where do you start? How do you get people to only leave positive reviews? It might seem like a tricky business—and we’ll admit, there is a formula to it—but getting clients to write reviews isn’t as hard as it sounds.

Here are five easy steps you can follow to motivate your clients to leave a review of your business.

By Jackie Petre 02 Oct, 2017

When making any important decision, it’s important to weigh your options. In the case of creating a new website, the advantages that come with each option can be a major determinant in which website platform you decide to go with. In our two recent blogs detailing the Locallogy Rapid Platform , we’ve covered what exactly the service is and the functional features that you have access to as a user. Now, we want to tell you about the advantages to using our website platform.

In addition to having a cost-effective, customized website built by our team of professionals, you’ll experience a number of management advantages that help your website run faster, safer and smarter.
By Jackie Petre 02 Oct, 2017

We recently unveiled the Locallogy Rapid Platform , our newest web building service that allows you to have a cost-effective website created for you by our team of digital marketing experts. It’s the best way for your small business to quickly get a customized website without paying top dollar to have your site maintained by the professionals who are creating your site.

So how do we offer such a quality service for a low monthly price? We’ve built in a variety of great features that let you directly manage your website so you can quickly and easily make edits without crashing your own website.

Once your website is up and running, there are a number of helpful features that make editing and using your site easier on both the backend (what you can edit) and frontend (what visitors will see). From choosing your own color scheme to previewing capabilities, these features work together to create a flawless user experience.

These features all boil down to three specific functions that are crucial for any website platform: customization, usability and responsiveness .

By Jackie Petre 02 Oct, 2017

When it comes to building a website for your business, you typically have two options: invest in a high-end, custom-built website made by digital marketing experts, or go with the cheaper option by using a content management system like WordPress or Wix to personally manage your site on a template platform.

For some businesses, a website fully designed from scratch is the best option. It gives the business owner the ability to customize every last detail, down to the coding on each page. For others who don’t need a complex site, a simple CMS that allows content to be easily managed will suffice. But for many businesses, neither of these options are exactly what their looking for, which is something in the middle. Something that allows for a customized website built by professionals at a fraction of the cost of a full website design.

Something like the Locallogy Rapid Platform.

By Jackie Petre 26 Sep, 2017

Video content is taking over the Internet. Several years ago, the place you were most likely to find this kind of content was YouTube, where you could look up any kind of funny, instructional or music video imaginable. Today, you can find Internet videos everywhere you look: Facebook, Snapchat, Instagram and news network websites. And according to data, it’s a trend that’s not going away.

In a recent visual networking report done by Cisco , it is estimated that global “video traffic will be 82 percent of all consumer Internet traffic by 2021, up from 73 percent in 2016.” So it’s no surprise that businesses have been jumping on board in an effort to keep their audiences’ attention and create content that has more share potential.

Incorporating videos onto your site might seem like something that doesn’t apply to a service-based business like yours. But visuals are a pretty powerful tool when it comes to getting (and keeping) the attention of your customers. Yes, images are crucial to a successful business website, but customized videos are a more engaging way to showcase your products or services. In fact, it’s something we use as a marketing tool for our customers.

By Jackie Petre 21 Sep, 2017

We’re all familiar with the concept of saving the best for last. But when it comes to the content on your website, your approach should be the exact opposite. You may not realize it, but the order of your content often determines the rate of conversion your website sees. This concept is known as content hierarchy. Whether you’re a business owner who is creating services pages on your website or you’re just running a personal blog on the Internet, content hierarchy is something that affects the success rate of your web page.

Let’s start at the beginning.

More Posts
Share by: