As Companies, it is rare to fulfill every client completely, every right time. However, these days if one customer gets upset they have myriad Web sites expressing their discontent. One of the worst cases I have seen was a disgruntled former employee who blasted a company after they were fired. Imagine searching for your organization name and finding a scathing Yelp review from an employee you just let go.
Your next thought might be, where else? My response back is to hit, but with an assault of “goodness” and happy customers! Yes, use sugars, not vinegar to push them off the page. Someone on the web will not like your company. How will you plan a counter-top strike to push them off the search results web page? Begin by looking rationally as of this problem with an idea of attack that will not include calling in a “favor” or hiring an expensive attorney who specializes in lawsuits.
There is a considerably faster and safer way to address the problem. Displace the disgruntled with positive, happy customers – therefore knocking the naysayers from the results page. Most companies have tons of happy customers; it’s always the main one percent of unhappy customers on which we have a tendency to focus. Secure your business profiles on review sites.
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Optimize your profiles, making sure data is accurate and up-to-date. Actively request positive feedback from happy customers. Capture and Setup all brand names in sociable media portals. Watch the negative reviews drop down and surround profiles with happy customer reviews. Secure the account on record with the review site and identify yourself as the state-business owner.
Lock it down with your correct information. It really is never pretty when a rival or disgruntled customer requires the accounts before you bypass to recording it. Complete the profiles whenever you can, paying particular focus on detailing your customer support plans and disputing quality records. Link to your Better Business Bureau rating, when possible. Be sure to add your customer support online or connect to a page that addresses customer issues.
Include your target keyword phrases in the following areas for a good user experience: Title, Company Description, “Other” and Promotions. Be sure to use keywords in your profile like “Television Repair Denver” or “Family Medicine Brea, CA.” This elevates your profiles inside the review site, when searchers are digging to validate their purchasing decision really.
They want the true skinny on your services, your products, and past customer experiences. Ranking highly inside the review sites helps validate buying decisions when customers are in the ultimate shopping stages. Initially, reach out to your most faithful customers, explain the circumstances and request they help you battle this very negative review politely.
You are certain to get many customers who’ll immediately jump at the chance to help you. Then, inform them that if they offer proof of the review, you will have a small gift for them. 5 Starbucks Gift Cards make great thank-yous. Record a supplementary message on your business voicemail to actively marketing campaign for reviews. Companies neglect where their happy and unsatisfied customers communicate often.
Social press sites are a great place to commiserate with others about good and bad experiences. Make sure to set up, positively monitor, and participate in your company’s presence on Twitter, Facebook, and YouTube. If you have the budget to monitor your reputation online, consider sources like Radian (pictured), Buzzlogic, and Nielsen. As you capture your social media accounts under your company name and fill-review sites with happy customers, the negative review will be surrounded by positive commentary. The negativity has been killed by you with kindness!
As you improve your profiles with your business name and keyword phrases, you shall begin to fill the search results pages under your company name. You now “own” every search result when someone looks for your business. As companies, we will never think it’s okay to have a disappointed customer probably.