If you are a company CEO or just an employee, you will devote all your time, effort, and energy so that you grow and develop your business, maintain its reputation, and gain positive customer feedback. However, it can be exasperating and infuriating when someone attempts to destroy all your hard work by leaving a false negative review online. In the era of ‘fake news’ as well as sponsored reviews, this can be a major concern. In the business realm, word of mouth marketing is an influential asset. Not only does it get people talking, but also, today, potential customers are apt to trust an online review, whether good or bad than the brand’s word.
A significant percentage of consumers easily get convinced by an online review, thereby avoid a particular business. Thus, it is incredibly important to take time and weed out fake reviews before they get to destroy your business. But to do so, you need to distinguish a fake review from a real one using business review websites such as trustanalytica.com. Nonetheless, below are some techniques and guidelines that you can use to counter negative and fake reviews online.
According to research, potential customers or clients who write reviews and consumers who read them appreciate organizations and companies that retort to negative feedback. So, instead of presuming or suspecting that all negative feedback is fake, treat the sincere and specific negative feedback as market research and a prospect. Liaise with the reviewers and try to figure out what the issue is before claiming a particular negative review is fake.
The majority of businesses depend on media monitoring to identify mentions of their organization, products, and services on social media as well as online review boards. Media monitoring services with programmed email alerts allow businesses to retort promptly. This is beneficial for customer service as well as reputation management. So, you should monitor all the comments that people post about your business, products, and services.
Inquire for details
Most fake reviews are typically general. Hence, when you offer to make amends, you should inquire about specifics. The reviewers ought to understand and appreciate your obligation to customer service. Invite them to send you an email, a DM, or call you.
Question its authenticity
Some reviews can anger you to the point that you would want to be face-to-face with the particular reviewer. But, you should not let your sensations overwhelm you when responding to reviews. At times, some consumers may confuse your business with another, thereby leave a review on your site that is not meant for you. Thus, instead of venting out your frustrations online, politely question the authenticity of the review. Figure out if the reviewer has visited your business to know if the particular negative review is meant for you.
Look for a takedown
If you feel confident that a review is slanderous or disparaging, consider requesting the website review platform to remove it. Be ready to explain. Review platforms remove reviews if they infringe their community principles, or if the assessor has a conflict of interest. However, their response is not absolute.
Search for more positive reviews
Request your clients to leave positive reviews. Asking for review immediately after transactions will generate more reviews.
In conclusion, online reviews show potential customers that your business, products, and services are the ideal choice for their necessities. However, your work is not through if you receive a new review. Responding to reviews is vital in that it helps you figure out what your clients think about your brand. But, some reviews can ruin your brand and reputation. Thus, it is important to react to them. And, above are the techniques that you can use to respond to fake reviews.