Home care businesses breathe and bloom based on their star ratings. It is estimated that 90% of the customers make a decision based on online reviews.
Word-of-mouth is still a force to be reckoned, but technology changed the way it is presented. Twitter, Facebook, Instagram, Google+, Linkedin, Blogs, and Review Sites such as Yelp, Angie’s List, BBB and Consumer Affairs are used to rank or discuss experiences, whether good or bad. Online reviews from many of these social platforms have been significant in shaping the opinions of prospects. While positive feedback are great and boost your reputation, negative reviews can pose a serious threat to your business.
Here are some valuable tips to overcome negative client reviews:
Take the issue offline
When you get a negative review, take the client’s concern offline before leaving a public comment. Contact them via phone or email to resolve the issue. Once you are confident that now the client is happy, leave a brief comment below their review for the public to see. Those reading reviews take responses in consideration. Make sure you comment quickly and intelligently about the resolved issue.
Make it go away
Although most of the time you cannot change reviews, if you can tell a review or a series of reviews are false or outright lies, you may be able to have it taken down by contacting the website and requesting an intervention.
Poor reviews on one website? Boost up ranking on others.
If you are unable to fix your negative reviews on one website, try to improve the ranking elsewhere by requesting that some of your current customers post an honest review.
Cool Down
When you respond to posts, make sure you do with a cool head. Everyone can get emotional at times. Make sure negative emotions are not shown in your response.
Dilute it
If your overall review profile only has a few negative reviews, it shouldn’t damage your reputation. If there are more than a few, while fixing those pain points, run a campaign with your current customers asking them to post honest reviews online.
Show your presence on all popular industry relevant review websites
Having pages of your home care business on popular industry relevant review websites is another way of overcoming negative client reviews, since they speak stronger to the potential clients in search of home care services.
Responding to and leveraging both good and bad reviews is something that many home care businesses overlook. They are more important than many realize and as a home care agency, make sure to review and respond to them in a timely manner.