How to build a marketing strategy (part 1)June 27, 2018
When we were growing up and someone told us something negative, we were taught to just ignore it, and it would resolve itself. That words “could never hurt me.” These days, the virtual world has given people the opportunity to write negative comments which can haunt your business for a long time. A regular Google search can bring to the forefront one pesky bad review that you just can’t seem to get rid of. In this case, bad comments can’t be ignored.
So what can you do? If the problem is consistent, reputation management services may prove useful in making sure your business is putting its best foot forward. Yet, these services are expensive and a long-term process, but are great for chronic problems. For one or two negative reviews, however, it may not be worth it. Instead, creative responses may actually be the way to go.
By responding quickly and respectfully to a negative comment, you may find yourself getting into a great conversation with your customers directly. Be sure to address their complaint specifically, and act swiftly to correct any wrongs. Identify the point of difficulty and offer your services to correct it. Should the person continue the conversation, be sure to direct them to your resources.
Come in with an open mind. Can you spin it into a positive opportunity? Think about the case: Is the complaint about the product not being useful? Use the chance to highlight your stellar return policy, or money back guarantee. Software too complicated? Show off your customer support team, and their availability. Not only do you come out on top, you may introduce other viewers to some of the great aspects of your business model.
By changing the tide of the comment, you are engaging your customers, showing you are responsible, responsive and you may even win over a few hearts. Rather than ignoring online comments, take the time to come up with a measured response, and change the game to your favor.