When you're running an online business, reviews are sometimes some of the most powerful tools you have. Through these tools, users and consumers can share their feedback. They will either draw more customers in or they will push them away. It's important that you maximize on the opportunities that you have to increase your potential sales flow. Here are some of the biggest ways that you can create and maintain a positive reputation online.
Respond to Feedback Personally
Often times, people feel that online businesses are distant and cold. They have no face, and they don't care whether their customers are happy. It won't work to put up signs that say you put your customers first. You have to show your customers that you really mean what you say. One of the easiest ways to do this, even though it does take a fair bit of time, is to make sure that you respond to reviews. The personal touch comes from having either you or one of your trusted employees going through and crafting responses. It's not enough to just give a stock response. In that case, there's little point to giving a personal touch because your customers won't be able to tell whether you're handling it yourself or shoving it off on a bot. But when you do respond with that personal touch and try to resolve the issue or thank the customer for his business, you can go a long way in creating a better impression. For an added personal touch, make sure that the first name is used. It creates a feeling of community and friendship, even if no relationship has been established until this time.
Avoid the Blame Game
As tempting as it may be to blame your business's poor service or quality on something like Amazon fulfillment services or storms, avoid playing the blame game. You can mention if something has gone wrong, but most of the time, buyers don't care. If you get too involved in the blame game, they're going to assume that you and your online store are nothing more than a poorly run business who doesn't care or invest the time it takes to make the store strong. Accepting responsibility and seeing what can be done to resolve the problem are your best solutions for turning a disgruntled customer into a happy one.
Do Not Hide the Bad Reviews
A number of services promise to help get all of the bad reviews down from your business. Depending on the way that they do this, the methods could be illegal. In the worst case scenario, it could wind up getting your business shut down. In the best case scenario, you run the risk of your customers finding out that you have removed their negative reviews, and they then start posting on social media sites about how you squash people's abilities to express themselves. Unless a review is not rooted in truth of any kind and is malicious, you need to let that bad review sit there. It can even become a positive one for you if you are able to demonstrate your business's attention to detail and customer service. Here is where your response becomes particularly important. When you have a public review and respond trying to address the concerns in a courteous and conciliatory manner, you make it more likely that other customers will try your service. Do make sure though that you have taken the words of advice from previous customers to improve your overall product. It won't do much good to give positive responses on reviews if you do not fix the things that customers are complaining about.
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