![]() But they will look for the bad reviews, too. Prospective customers who are checking out your home service company will read some of the glowing five-star reviews your customers have written. When you do that, you are assuming responsibility, you’re taking the discussion offline by addressing the customer’s issue with a phone call, you’re offering to resolve the issue quickly and you are expressing your desire to make it right. Are you available for me to phone you today? I want to make this right.” Take the high road with something like this: “What you have described is very unlike us. ![]() Second, no matter how bad, how to mean, or how unfair a review is, never try to defend what your company did or didn’t do in your response. More than 94 percent say a negative review has convinced them to avoid a business. Google is the world’s largest search engine and is used by far more consumers looking at online reviews. They are THAT important to your business. That starts with someone daily monitoring your Google reviews. Here are the three steps I recommend to not only disarm a potentially damaging review but to turn a negative into a positive.įirst, have a process to know about bad reviews FAST and then respond to each one ASAP. We think you are just the HVAC business for us!” There is a correct way to respond to bad Google reviews. Do you think those homeowners grabbed their phones, called the company, and said “Hey I really like the way you blasted that customer! You showed him. But I can virtually guarantee that over these last three months, prospective customers have seen it. I have no way of knowing if the customer saw the company’s response. Tried to explain to him but he will not understand. Someone at the company posted this response to the customer’s negative review: Three months ago, an HVAC company received a one-star Google review from an unhappy customer.
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