Emagine Web Marketing

Online Reviews

home title Posted by on Oct 14th, 2008 home title

Many local and social media sites offer the ability for your customers/visitors to write a review about your business.  If you are “watching” the web for your business name with Google Alerts then you will know when someone takes the time write a review about your business.  It is good policy to acknowledge anyone who is helping to spread the word about your business.  Here’s some tips on how to respond and get the most out of online reviews:

Favorable Feedback/Reviews

1. Say Thank you
As the owner of the business you can reply with a comment to any online reviews. Let the author of the review know you appreciate their endorsement of your business.

2. Promote the positive review
Provide links to or use quotes from the positive reviews you receive in emails promoting your business, on your website and in print advertising

3.  Add the reviewer’s contact info to your database
If someone has taken the time to offer accolades for your business, chances are they will be a repeat customer.  Stay in touch and nurture these relationships.

Unfavorable Feedback/Reviews

1.  Breathe!

2.  Thank them for their feedback

3.  Empathize with them

4.  Apologize

5.  Find a way to correct the situation if possible.
Explain how you have added a new policy or done something to correct the situation cited in the review.  Offer a discount on their next visit to your establishment, or offer some other means to show you sincerely appreciate the feedback and are interested in customer satisfaction.

Staying tuned in to what is being said about your business online and building a strong reputation for caring about what your customers have to say will go a long way to creating loyal, repeat customers who will spread the good word about your business to others.

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Author | Michelle Harrington of Emagine Web Marketing
Michelle is a web development and internet marketing professional dedicated to helping small businesses in Hawaii achieve success online. Michelle provides free advice, tips and how to's on the Small Business Internet Marketing Blog.


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