We've all had nightmares about bad press. In fact, most of us have experienced it with a bad review, or worse, a fake review. It feels like you have no recourse to salvage your business reputation. At CIS Agency we can't make legitimate reviews disappear but we can help you with a few tips to address these reviews.
First, take a deep breath and wait. Never respond to a review when you are upset. Let yourself settle down from the sting of that review before you respond. You will think more clearly and have better solutions in mind when you wait.
Think about what the customer was upset about. Ask these questions to find the root of the problem:
Did the customer have bad service?
Did the customer have a faulty product?
Did the customer have incorrect expectations for a product or service?
Did a communication breakdown occur?
Thinking about these questions will help you decide how to address the issue. While some customers will want a refund or replacement for a faulty product, others are looking to be heard or acknowledged. Sometimes, a promised conversation with an employee or a change in procedure is what the customer is expecting. Other times, expectations or communication is the true problem, and a change in website content, emails, the product description is to blame. CIS is here to help you fix those areas on your site that can make your reviews more legitimate and lead to a more positive customer experience.
The bottom line is that you need to respond to these reviews in a positive way that will demonstrate to potential customers that your company is professional and responsive to customer needs.
Here are three examples you can customize to respond to each type of review:
For Fake Reviews:
Hi (Add customer name if available). We are happy to take into account all genuine feedback. However, we need more information to find a purchase with your information in order to address your specific concern. To resolve this issue, we will need to know more about your purchase experience; please contact me at (add contact info) so we can address this immediately. Thanks so much.
\*Tip: You can also reach out to the platform managing the reviews to report the issue. In many cases, they will manually review and remove it.
For Negative Reviews:
Hello \[Customer Name],
We’re sorry to hear about your experience and truly appreciate your feedback. We’d love the chance to make things right. Please reach out to \[Contact Name] at \[Contact Information], and we’ll work with you to resolve the issue as quickly as possible. Thank you for bringing this to our attention.
Best regards,
\[Your Name/Your Company]
For Positive Reviews:
Hello (add customer name if available). We are so happy we have been able to provide you with a great experience. Thank you for taking the time to leave your feedback. It means so much to us!
Did you know that CIS Agency offers Google Listing management? Request a quote today to get started! https://www.wearecis.com/get-a-quote
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Contact CIS Agency
Tel | 616.347.6300 | service@wearecis.com | www.wearecis.com/connect
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