The Key Elements of Great Services
The golden rule of the user The Escape Artist is responding to each and every one of them. The response to user reviews is the content. The kind of content that your key audience, mostly millennials want to read.
The “LIT” review. The term LIT is a millennial slang for exciting, cool or spectacular. This type of review is a glowing one. It makes one want to look at the five star rating to feel the positive vibes emanating from the computer screen. A few people will just leave it at that. Business people think there is no need of responding to positive feedback. You have to acknowledge the effort and time your customer puts into writing the review.
Acknowledge the review of the customer and let them know you received the review and cannot wait to hear from them soon. Writing a good response is also important just like responding to the negative user reviews. Responding to a positive review is also important just like responding to the negative ones. Just like it is important to respond to the negative reviews, it is also important to respond to the positive ones. Do not be tempted into writing a canned response.
A legitimate complaint. Bad things can happen. The worst thing one can do is to try and justify the mistake, make excuses or just ignore the problem. Honesty is one of the best polices and apologizing does not hurt either.
With a searing review, the need to get defensive or reply back with a rebuttal can be very high. This will not accomplish anything. You will alienate the client forever and they will edit their two-star rating to a one-star rating.
Volcanic eruption. These are the types of reviews which you need to be extra careful with. The first reaction you will have is to defend yourself, this is very normal. Which is why you do not need to respond to such a review right away. Give yourself time to cool down instead of blasting a defensive response right back.
A throwing shade reviewer. This is a cheap means of criticizing ones competition or an opponent. These sneak attacks will aim at sabotaging ones business reputation by pretending to a dissatisfied customer. The online arena is a very competitive world and unfortunately most people will not always play fair.
Avoiding negative reviews on your online firm should be viewed as an offensive strategy and not a defensive strategy. Often times, negative reviews can be avoided simply by being aware of what is going on when your customer visits.
A study shows that employee interaction with customers is a key factor to getting negative reviews. Over 57% of customers say the employee treatment is the reason why they gave negative reviews.
As a business owner, it is your responsibility to make sure the staff you have hired to represent your business are professionals, enthusiastic and knowledgeable.