How to Get Rid of Negative Reviews

/0 Comments/in , /by

Feedback from real customers is easily one of the most powerful selling tools you can use to find buyers on the web. What happens when it all goes wrong, however?

Unfortunately, your business will likely find a few customers along the way who aren’t thrilled. Whether you provided poor service, you over-promised and under-delivered, or your client was simply grumpy, nobody wants to have a negative Yelp review tarnishing their reputation. Bad feedback can discourage potential buyers and negatively impact your bottom line, so how do you get rid of negative reviews?

In most cases, you can only get bad reviews rejected if they meet one of the following criteria:

  1. The review is inflammatory or inappropriate. Think bad language, harassing statements, or threats.
  2. The reviewer has a conflict of interest, i.e. a previous employee or a relative.

If you get a bad review that doesn’t fit one of these categories, you can’t ask for it to be removed. Your hands aren’t completely tied, however. Instead of sending up the white flag and simply accepting the negative feedback, use the following simple keys to negate the impact of the review:

Respond to Negative Feedback

When customers share bad feedback, it often feels tempting to stick your head in the sand. Instead, make a point of responding to negative feedback in a friendly, non-confrontational manner. Most review services allow businesses to have their say, so don’t hesitate to make contact with a reviewer who posts negative information.

Treat this as an opportunity to provide great customer service. Express your disappointment that the client’s desires weren’t met, and extend an invitation to make the situation right. This accomplishes two different things: it shows your angry client that you’re willing to try to resolve the problem and it demonstrates your service-oriented approach to others reading the review.

Correct Dishonest Claims

Customers are free to make outrageous claims about your company online, but that doesn’t mean you have to sit by and accept it. When a client makes a claim that simply isn’t true, don’t be afraid to state your case in a kind, factual way. Sometimes reviewers mistake companies for different organizations, while in other cases, anger can cause someone to lash out with ridiculous comments. Remember, your response will be made public, so don’t respond in haste. Be thoughtful with your words, while defending your company’s reputation.

Proactively Prevent Bad Reviews

Have you ever thought to yourself, “if only there was a way to prevent bad reviews?” Fortunately, there are solutions you can use to intercept angry reviewers before they leave nasty remarks about you online.

GatherKudos is one such tool, a review filtering resource that will allow you to boost your company’s clout online, while stopping bad feedback from popping up on the web. The premise is simple: direct customers to your GatherKudos page to leave honest feedback. If the feedback is positive, the page encourages them to post about it on services like Yelp and Google+. For those with less savory remarks, comments are directed straight to you.

Are you struggling with bad reviews online? Is your business losing sales because of negative feedback? Learn how we can help by giving us a call today: (909)-748-5882

Conversion anxiety: Why your website visitors resist the click

/0 Comments/in , , /by

“I don’t want to adult today”

Remember as a child, the world seemed so easy to navigate? And then you grew up, and realized that you’re the responsible adult now, and the world is full of decisions and potential mistakes. Websites are a good representation of this, and a phenomenon known as conversion anxiety is very real. Today I’m going to talk about what this is, why it happens, how to overcome it, and perhaps sprinkle in a few other words of Helen wisdom along the way.

Click Me, A Mysterious World Awaits

Our spam folders have ruined everything. Once, a peaceful world of trust and love, we are now living in a time where scammers and phishermen rule supreme. No button is safe from the potential scare of malware and viruses, and our browsing habits and on-page actions reflect this. How many times have you been on a website with a button where you’ve thought “There’s no way I’m going to click that!”? And how many times has that website been, on the surface, a fairly reasonable looking page, with nothing outwardly suspicious? This anxiety is present in all of us, and it is probably happening right now on your businesses’ website. Go check, I’ll wait.

badCTAbutton

See? Somewhere on your homepage is a call-to-action that just screams “I’m leading you into the dark world of uncertainty”. It’s a button that says something like “Submit”, or “Click here”, or “Enter”. It’s a form that gives little information about the room behind the door. It might be a menu item, a page link, or a simple phone number. See where I’m going with this? Your call to action is creepy, and there ain’t no way in hell I’m going to do what you tell me, without a little more reassurance that it’s all going to be ok.

Why We’re Scared of Clicking Your Button

We’re not wimps. We’re businessmen, high-flyers, schmoozers, and risk-takers (I’m looking at you, entrepreneurs). So why are we so afraid of a little click-action? The fact is, your website’s call to action doesn’t tell us what to expect, and it’s not fear we’re experiencing, it’s common sense. If we clicked every Tom, Dick, and Harry button out there, we’d be in a bad way, with laptops full of viruses, inboxes full of spam, and bank accounts on the verge of collapse. We don’t click your button because your button doesn’t show any good intentions.

Borrowing Reputation through Trust Symbols

When the BBC publishes a news story, no one questions it. Why? Because the BBC is pretty darn reputable (and British, which is always a good thing to be in my book). And if you see a quote from the BBC somewhere else, you don’t question that either? Why? Because their reputation follows them. This is the whole idea behind trust symbols, it’s an image that makes your inner voice squeal “I know them!” and adds that reputation to the surrounding information. Right now, Netflix features the word “Emmy” in its headline, and it’s doing just that – adding the reputation of an industry-recognized award to the whole brand. And they’ve not even won anything yet!

Preventing Click Anxiety

To prevent anxiety on your webpage, all you need to do is a little hand-holding. Sprinkle a few of your best and most reputable trust symbols around the button, and let the website visitor know it’s all going to be ok. I also recommend adding in a few sentences about what this action will do – it turns the mysterious metal door into a lovely glass panel through which everything becomes clear again. If the button is a sign-up, let them know:

“Receive 3 emails packed with hints and tips, every month!”

Reassure them of any get-out clauses you might have:

“Unsubscribe anytime with our one-click process.”

Give them peace of mind that they’re not going to be left alone after taking the action:

“Our support team is available by phone 24/7 on (555) 867-5309”.

See it in action right here! Click below to find out exactly how we can help you improve your website even further. We’ll call you for a no-cost consultation and suggest ways to improve your website’s confidence. Join companies such as RPM, Jack in the Box, and Five Ten, who have worked with us to improve their conversions and online reputation. Or just call me, on (909) 748-5882 x 804.