San Francisco, CA (PRWEB) August 31, 2012
5StarControl discloses tips for dealing with bad reviews. They announced businesses would be overjoyed with their tips for growing as a business from negative online reviews.
In the age of online marketing for local business a single negative review can cripple a business. Reviews of a company can hold the key to their success or failure, but not in the way many would think. The reaction or overreaction to reviews can be the final straw when it comes to how customers feel about a business. Kent Campbell's article on Pizza Marketplace.com stated there are a few dos and donts every business needs to take into account when reacting to a review.
5Star Control recommends the following tips to businesses that have concerns over their company’s online reviews. Try not to respond online or ask the reviewer to contact the business right away so that the issue can be responded to directly. Try to contact the reviewer by phone if possible, and if it is an email make sure it is something that if re-posted puts the business in a favorable light. Keep it quiet, don’t discuss it with others as the goal is to contain the problem. By contacting the reviewer try to solve the problem or see what would be necessary for them to issue a retraction or remove the post. Legal action should only be used as a last recourse as it can make the problem grow out of control as customer complaints may end up online in Google searches. 5StarControl recommends to their clients that they study Frank Kern's materials.
Reviews can and should be teaching mechanisms for staff particularly in regards to future interactions with customers. If someone is complaining then there may be a bigger issue than bad Yelp reviews. Another good way to respond is to kill with kindness. Try asking more customers to provide positive reviews. Lastly, there are SEO companies out there that are able to help in these situations. Not only can they support social media reputations, but they can also provide a better placement in those Google rankings in terms of mobile SEO services.
A negative review can seem like a slap in the face. Remember to step back, take a breath and don’t panic. How a small business reacts can establish stronger connections with their customers and create a positive online reputation providing stronger online marketing for small businesses.
5StarControl is a website on business issues in the area of negative Yelp reviews.