Silence Isn't Golden
Ryan Cabrera • June 16, 2020
Being silent on this ONE review, can kill your business.....
They say that silence is golden, but not when it comes to responding to online reviews of your business. It can't be overstated that regardless of the review - no matter how great, no matter how horrible - they should all be responded to.
Thanking someone who left a good review is easy, although you can make it even more powerful by responding the right way. The exact steps are here.
Negative reviews can be daunting, but they too - when dealt with quickly and correctly - can actually turn into a positive. Click here
to brush up on responding to the negative ones.
But there is ONE specific type of review that if you don't catch quickly, can cost you quite a bit of business.
Looking out for this review should be the motivation for all new reviews to be checked daily, because it's the very one you need to squash ASAP.
And here it is....
The worst review, not to respond to, is one not only one where a customer did not have a good experience with a business, product or service. It's that, PLUS that they also reached back out to the business about it and they either:
And here it is....
The worst review, not to respond to, is one not only one where a customer did not have a good experience with a business, product or service. It's that, PLUS that they also reached back out to the business about it and they either:
- Never got a call back
- Couldn't get through to anyone
- Felt like they got the runaround
- Emails weren't replied to
- Can’t get the business back on the phone
- No one would connect back with them to address the issue or try to make it right
- Etc...
Basically any variation of "After they get your money......good luck!”
This review can be - and most likely WILL be - a business-killer when ignored, especially if the person said that they made multiple attempts to get help.
When other potential
customers see it, and it's been days, months, or even years without a response from the business, you've just confirmed that what the person said is true.
When this influences other potential customers choice to NOT choose you, money is lost.
92% of consumers read reviews online, businesses can’t afford to sit on the sidelines. An effective response will help ensure that a happy first time customer becomes a regular, and 70% of complaining customers will come back if you resolve the complaint in their favor.
The first step, is first engaging with them.
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