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Managing Bad Reviews on Google and other Websites
Ash GandaAwesome Emarketing Hub
Your online reputation can make or break your business
Some Facts
Impacts of Reviews
● 70% of people trust the opinions of other consumers posted online
● Prominent negative reviews are enough for potential customers to avoid doing business with you
● 68% of consumers trust reviews more when they see a mix of both good and bad reviews
● 75% of the general population said they would share a negative experience with friends and family members, only 42% said they would recommend a product or service they particularly like
● Bad emotions... and bad feedback have more impact than good ones
Most brick and mortar business will have an online presence on services such as Google Maps, Yelp, Apple Maps, Facebook even though they may not realise it.
What should we do if we get a bad review online
Do’s & Don’ts
Do’s
● Look in your customer database and solicit reviews from customers who have had an amazing experience.
It takes 9 positive to remove the impact of 1 negative
● Respond to bad reviews reasonably and try to remedy the situation if the review is factually correct.
Don’ts
● Post fake reviews as you will be caught and your business blacklisted
● Try to close your presence on Google, Yelp or other places.
● Change your business name
● Bad mouth the individual who made the complaint
● Threaten legal action unless it is a false review
1. Information posted on social media sites, google, yelp and other places on internet is sticky and cannot be wiped away. However the current tends to crowd out the old.
2. Social proof is becoming ever important to validate your services and product offerings.
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