Realistic Customer Reviews

Posted by David Chism | Mon, Aug 13, 2012

Online cus­tomer reviews are like a ham­mer: they can be a con­struc­tive tool in the right hands, but they can also do some dam­age. Small busi­ness­es can ben­e­fit from them great­ly, when the reviews are good, but neg­a­tive reviews can cre­ate a bad impres­sion to cus­tomers. If bad reviews out­weigh the good, a com­pa­ny will see less busi­ness come through the Inter­net. On the oth­er hand, if you have a lot more good reviews than your com­peti­tor, the leads from the web will typ­i­cal­ly go up. The main thing to keep in mind with web mar­ket­ing is to look at get­ting real­is­tic cus­tomer reviews. Real­is­tic Reviews What I mean by real­is­tic reviews is to make sure you wel­come all reviews, even a review that is not 100% pos­i­tive. Con­sumers who use the web to research and make deci­sions are get­ting more and more savvy. If they see a con­trac­tor with 10 100% pos­i­tive reviews, they might not take the reviews very seri­ous­ly. If they see anoth­er com­pa­ny with 17 reviews – 13 pos­i­tive and 4 mixed – chances are, this con­sumer will read the less than 5 star reviews and give more weight to those rat­ings. But if a cus­tomer is too picky to look past a cou­ple of less-than-per­fect reviews, you might pre­fer not to work for them any­ways. No com­pa­ny is per­fect. You know that. We’ve all made mis­takes. You want to work for con­sumers who are gra­cious and rea­son­able. As you know, some­times the reviews that are not rav­ing may not be 100% accu­rate about your com­pa­ny. Most online review sites, such as Yelp, Ang­ie’s List and Google, give you the oppor­tu­ni­ty to respond to the reviews. This is the per­fect oppor­tu­ni­ty to excel in cus­tomer ser­vice and pro­fes­sion­al­ism. Instead of lash­ing back at the per­son who said your com­pa­ny was the worst thing he’d ever expe­ri­enced in his life, you can respond with grace and pos­i­tive words back to him. The good con­sumers are any­thing but stu­pid and will see through bogus reviews. The Bot­tom Line Do not freak out when you get a neg­a­tive or mid­dle-rat­ing review. Wel­come your cus­tomers and oth­ers to write about their expe­ri­ence. It will help you stay on top of your com­pa­ny and deal with any issues that sur­face. Yes, it is pos­si­ble that some bad reviews are truth­ful. This will only cause your com­pa­ny to cor­rect the prob­lem and move on. It hap­pens to us all.

About David Chism

David Chism started his business out of a passion for helping small contracting businesses grow, be more profitable and become better known to their target clients. One lifelong hobby of David is using techie gadgets. So this blog is a place where he writes about technology, marketing ideas, just for fun (humor), personal thoughts on small business and more.

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